Returns Policy

1. Introduction

This Policy forms part of the General Terms and Conditions, and terms defined in the General Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

2. Preparing Your Products for a Return
To ensure your return request is processed as quickly as possible, please follow these guidelines:

  1. Package your products safely and securely to protect them during transit.
  2. Clearly mark your return reference number on the outside of the parcel.
  3. Include all items that were originally sold with the product.

Failure to meet any of these requirements may delay the processing of your request or result in a full decline of the return.

3. Items bought by mistake or no longer needed.

  1. Unwanted Products:
    • You may return an unwanted product if:
      • It is unopened, undamaged, and unused, with the original labels and stickers still attached.
      • It is not missing any components or parts.
      • You return the product with the original invoice or log a return on our website within 15 days of delivery or collection.
    • After 15 days, you may only return a product if it is defective.
    • Once we have inspected and validated the returned item, we will credit your account with the purchase price within 10 to 15 working days.
    • You may also choose to exchange a returned item for another of equal value. If the exchange item costs more, you will need to pay the difference; if it costs less, we will issue a voucher for the difference.
  2. Opened or Damaged Packaging:
    • If the product packaging is opened, damaged, or tampered with, we may charge a handling fee of up to 20% of the purchase price.
    • All liquid products that are opened are not eligible for return or refund.
  3. Returns Collection Fee:
    • If you would like us to collect a returned item, please complete the returns form on our website. A collection fee of R100 will apply to online purchases.
  4. Compatibility Issues:
    • Items will not be refunded or exchanged due to compatibility issues. Please verify compatibility information before placing an order.
  5. Non-returnable Products:
    • Food products cannot be exchanged or refunded.
  6. Damaged Products Upon Delivery:
    • If a product is damaged or missing parts upon delivery, please notify us within 7 days.
    • We will arrange free collection of the product from you. Once inspected and validated, we will replace the item or credit your account with the purchase price.
  7. Faulty/Defective Items:
    • If you receive a defective Product or item, please notify us immediately upon delivery or collection.
    • We will arrange free collection, and once the product is inspected and validated, we will either replace it or credit your account.

Note: A return can be logged on our website, and refunds may take 10-15 working days to process.

6. Charges and refunds

  • Incomplete Returns: If you return an opened or used product but do not include all items sold with it, we may refuse the return, replace only the returned item, or estimate the value of the missing items and issue a partial credit or refund for the returned item only.
  • Non-Compliance with Policy: If a product return does not comply with this policy, you may be liable for the cost of collecting the product from you and the cost of returning it to you.
  • Refund Process: Refunds will be processed electronically via EFT (Electronic Funds Transfer) to a bank account nominated by you. Where possible, we may reverse the transaction on your credit card.
  • Processing Time: Refunds may take between 10 to 15 working days to process.
  • Required Documentation: To process EFT refunds, we will require a copy of your ID and proof of payment.
  • Additional Charges: We will not be liable for any bank charges, taxes, interest, or other fees that may apply to your refund.

7. General

To process a return, refund or exchange please send an email to info@aventherbalproducts.com with your request and we will advise of the steps that you will need to follow.