Refund & Return Policy
Online Health Shop wants you to feel confident shopping with us. Accordingly, this Refund and Return Policy explains how we handle cancellations, damaged goods, defective products, and incorrect orders.
Order Cancellations and fees
How to Cancel your order
- Please send us a mail to johan@onlinehealthshop.co.za within a one hour to cancel orders made during business hours.
- Orders made after hours and on weekends should also be cancelled via email before 7h30 on the next business day.
- More emails details at the bottom of this document.
Cancellations fees and payables
- You may cancel your order before payment with no cost to you.
- We will retain 6% of the total of the order for transaction cost if you cancel your order after payment has been made, but before a shipment waybill is created.
- We will retain 6% of the total cost of the order, as transaction cost, and the full shipment charge if you cancel your order after payment has been made and the shipment waybill has already been created. Once the shipment waybill is created it is paid for pro rata by us and is not refundable.
- We do allow a grace period of 1 hour during business hours before shipping waybills are created.
- Once dispatched, we do not allow cancellations.
Refund and Return
Return Eligibility
- New and unopened regular-priced products that are still in their original packaging are eligible for refunds.
- Failed Deliveries & Uncollected Parcels
Items not eligible for return and refund
- Gift cards.
- Downloadable products. Unless defective.
- Certain health and personal care items.
- Items that was on sale do not qualify for refunds.
- Personalized items.
- Shipping fees remain non-refundable.
- Subscriptions and services
Refund and Return Timeframe
You may request a return and refund up to 14 days after delivery.
Item Condition Requirements
Items need to still be new, sealed and in its original packaging.
How to request a refund?
- To request a return and refund, you need to send us a mail to johan@onlinehealthshop.co.za requesting it.
- This mail should be send to us within the 14 days.
- Please include: Order Number, Invoice number and date of delivery.
- Return instructions to be communicated with you.
Return Shipping Cost
Customer are responsible for return shipping costs.
Lost or damaged returns
If returned items are damaged or lost during return transit, we may be unable to process the refund.
Evaluation
We also need to receive your package not longer than 5 business days following your first email requesting refund, but still within the 14 days. On receipt of your package we can evaluate returned items and approve the refund, or reject it if condition is not satisfactory. This will be communicated with you.
Transaction Fee
Transaction fee is charged from us to be able to receive payments via payment companies. At a cost these payment companies enable us to refund the customer via original payment methods. The customer is liable to carry these costs when refunded and is deducted from original refund amount.
Restock Fee
We do not charge for restock and stock adjustment at this time.
Refunds
Approved refunds are processed within 7 to 10 business days after we received your return. They are issued to the original payment method. Transaction fee of 6% of total order will be retained and is non-refundable. Shipping fees remain non-refundable.
Damaged or Broken Products
Timeframe to report damaged or broken products
After receipt of your order carefully inspect it for damaged or broken products. Damages may occur during transit and handling and needs to be reported within 24 hours after receiving it.
Submitting a claim for Damaged or broken products
- Please send us a mail to johan@onlinehealthshop.co.za to report the damaged or broken products.
- We only accept emails in this regard.
- Please include delivery date, order number, invoice number and one or two pictures of the damaged or broken products and its packaging.
- We will mail further details to you.
Shipping Insurance
By default, standard shipping insurance covers complete order up to R1500to cover cost to replace damaged or broken products and is included in charges. However, higher-value orders require optional shipping insurance at checkout for the complete order. The checkbox should been marked for higher-value order. If the checkbox was not marked insurance is limited to R1500.
Timeframe to Exchange damaged or broken products
Once approved, we will arrange a replacement and exchange for damaged or broken products within 7 business day.
Incorrect Products
Reporting an incorrect product
If you receive an incorrect product in your order, you need to report it within 24 hours after accepting delivery and request an exchange. Mail your request to johan@onlinehealthshop.co.za.
Timeframe to exchange
We will arrange an exchange for the incorrect product within 7 business days for in stock products. End of line products warrant to be refunded within 3 business days.
Exchange Cost
Exchanges for the correct items will be done at no cost to you.
Defective Products and Satisfaction Guarantee (CPA Section 56)
In line with the Consumer Protection Act 56, all products include a 7-day satisfaction guarantee.
In line with the Consumer Protection Act 56, 6‑month CPA warranty for defective goods
How to request a satisfaction guarantee review
- To request a satisfaction guarantee review, you need to send us a mail to johan@onlinehealthshop.co.za requesting it.
- This mail should be send to us within the 7 days.
- Please state concurs or dissatisfaction.
- Also include your Order Number, Invoice number and date of delivery.
- Instructions to be communicated with you
Store Exchange and Refunds
Strictly products that is unopened and sealed is eligible for Store Exchange and Refunds under the Defective Products and Satisfaction Guarantee.
Manufacturer and Supplier Warranties
Products that had been opened and used to be covered by this Guarantee. We will gladly help to facilitate in this mater, but the supplier determines the remedy. Therefore, Online Health Shop accepts no liability in this matter.
Return Shipping Cost
Customer are responsible for return shipping costs for Defective Products and Satisfaction Guarantee.
Lost or damaged returns
If returned items are damaged or lost during return transit, we may be unable to process the Defective Products and Satisfaction Guarantee.
Policy Update Disclaimer
We may update this Refund and Return Policy from time to time without prior notification. Please review the latest version here before initiating a return.
Privacy
Personal information used for exchanges, corrections, returns and refunds and Defective Products and Satisfaction Guarantee is processed securely and retained only as required by law.
Contact under Refund and Return Policy
For assistance, email: johan@onlinehealthshop.co.za
