Website Terms & Conditions

1. ABOUT THESE TERMS

These Website Terms & Conditions (“Terms”) govern your use of the Health Equilibrium website and your purchase of products through the online store operated by Health Equilibrium SA (Pty) Ltd (“Health Equilibrium”, “we”, “us” or “our”).

By accessing or using the website, creating an account, placing an order or otherwise interacting with the online store, you agree to be bound by these Terms, together with any policies or notices expressly incorporated into them.

These Terms are intended to operate subject to the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), the Protection of Personal Information Act 4 of 2013 (“POPIA”) and other applicable law.

2. ABOUT HEALTH EQUILIBRIUM

The online store is operated by Health Equilibrium SA (Pty) Ltd, a private company incorporated in the Republic of South Africa.

Company registration number: 2026/267330/07.

Trading address and address for legal notices: Shop U30, Kolonnade Shopping Centre, Corner of Sefako Makgatho Drive and Enkeldoorn Avenue, Montana Park, Pretoria, Gauteng, 0182.

Telephone: 012 548 0933.

Email: info@health-equilibrium.co.za.

Website address:https://health-equilibrium.co.za/.

Health Equilibrium is not currently VAT registered. This status may change and website pricing and tax disclosures will be updated when required.

Self-regulatory or accreditation bodies and applicable codes of conduct: None currently specified. [CONFIRM BEFORE PUBLICATION].

3. WEBSITE USE AND ELIGIBILITY

The website is intended for use by adults. A parent or legal guardian may use the website to purchase products intended for a child or another person for whom the parent or guardian has responsibility.

You must use the website lawfully and must not use it in a way that interferes with the operation, security or integrity of the website or that infringes the rights of Health Equilibrium or any third party.

You are responsible for ensuring that information you provide to Health Equilibrium is accurate, complete and current.

We reserve the right to refuse or restrict access to the website where reasonably necessary to protect the website, our business, other customers or the integrity of transactions, subject to applicable law.

4. CUSTOMER ACCOUNTS

You may be able to create an online customer account or complete a purchase as a guest, depending on the functionality made available on the website.

Where you create an account, you are responsible for keeping your login credentials confidential and for all activity conducted through your account, except where the loss or misuse results from circumstances for which you are not responsible.

You must notify us promptly if you believe that your account has been accessed without authorisation.

Health Equilibrium may suspend or close an account where reasonably necessary for security, fraud prevention, misuse or other legitimate business reasons, subject to applicable law.

5. PRODUCTS AND PRODUCT INFORMATION

Health Equilibrium offers natural health, wellness, nutrition, supplement, herbal, food, children's and related products sourced from third-party suppliers.

We aim to ensure that product descriptions, images, prices, ingredients, pack sizes and other information displayed on the website are accurate and current. However, product packaging, labels, colours, images and supplier information may change from time to time.

Where there is a material discrepancy between information on the website and the product supplied, the consumer’s rights under applicable law will apply.

Products should be used strictly in accordance with the manufacturer's or supplier's instructions, warnings, recommended use and storage requirements.

Customers must not rely on website product information as a substitute for medical diagnosis, treatment or professional healthcare advice. Further information is contained in our Health & Wellness Disclaimer.

6. PRICES AND PAYMENT

Prices displayed on the website are the prices applicable to the products at the time of purchase, subject to obvious errors, stock issues and applicable consumer law.

Health Equilibrium is currently not registered as VAT. Where our VAT status changes, pricing and tax information will be updated as required.

Delivery charges are calculated and displayed at checkout before the order is submitted.

Online payments are processed through PayFast. Health Equilibrium does not store customers’ full card details on its own systems.

An order is not considered successfully paid until payment has been authorised or otherwise confirmed through the applicable payment process.

You must provide accurate billing and payment information and may not use a payment method without authorisation.

Where a refund is due for an online purchase, Health Equilibrium will generally process the refund to the original PayFast payment method, subject to the applicable payment provider's processes and applicable law.

7. ORDERS AND ORDER ACCEPTANCE

When you submit an order through the website, you are making an offer to purchase the selected products on these Terms.

The website may generate an automated acknowledgement confirming that your order has been received. An acknowledgement of receipt does not necessarily mean that Health Equilibrium has accepted the order.

Health Equilibrium may accept or decline an order where reasonably necessary, including where a product is unavailable, a material pricing or product-information error has occurred, payment has not been authorised, or the transaction appears fraudulent or otherwise unlawful.

If we decline an order after payment has been received, we will refund the amount paid in accordance with applicable law.

Where an order is accepted, the products will be supplied in accordance with the order confirmation, these Terms and any applicable policies.

8. STOCK AVAILABILITY AND PRICING ERRORS

We make reasonable efforts to keep website stock information current, but online stock availability may change before an order is processed.

If the product ordered becomes unavailable, we will notify you and provide the available options, which may include a refund for the unavailable product.

If a material pricing error is discovered before an order is fulfilled, we may contact you to confirm whether you wish to proceed at the correct price. If you do not wish to proceed, or if the order cannot reasonably be fulfilled at the displayed price, the affected order may be cancelled and any payment received for the affected product will be refunded.

Nothing in this section limits any right a consumer may have under applicable law regarding displayed prices or unfair or misleading conduct.

9. DELIVERY AND COLLECTION

We currently offer nationwide delivery through Fastway or another courier service selected by Health Equilibrium.

Shipping costs are calculated at checkout.

Orders are processed for dispatch Monday to Friday. Orders placed on weekends or public holidays will be processed on the next working day.

Health Equilibrium aims to dispatch orders within seven days of the order being placed and aims for delivery within ten days of the order being placed. These are target timeframes and may be affected by courier delays, public holidays, unforeseen events, incorrect delivery information and other circumstances beyond our reasonable control.

The courier may make more than one delivery attempt. If delivery fails because the customer was unavailable or provided incorrect delivery information, additional delivery arrangements or costs may become the customer's responsibility where applicable.

Customers must ensure that the delivery addresses and contact details are accurate. Changes to delivery details should be requested within 12 hours of placing the order. Additional courier costs caused by customer-provided errors may be charged to the customer, where permitted by law.

Customers should inspect parcels when delivered and should notify Health Equilibrium as soon as reasonably possible if a parcel is visibly damaged. Our Returns, Refunds & Exchanges Policy sets out the reporting procedure for damaged, incorrect or defective products.

Click & Collect

Customers may select collection from the Health Equilibrium store where the option is available. Customers will be notified when an order is ready for collection. Payment for collection orders will be made at the time of collection unless the website specifically provides otherwise.

10. CANCELLATIONS

You may request cancellation of an order before it has been shipped. Where cancellation is accepted before shipment, Health Equilibrium will provide a full refund of amounts paid for the cancelled order, subject to applicable law.

If an order has already been shipped, cancellation will be dealt with as a return and will be subject to the Returns, Refunds & Exchanges Policy and any applicable statutory cooling-off or other consumer rights.

Where a customer cancels a correctly supplied order after shipment and the applicable statutory right does not require Health Equilibrium to bear the return cost, the customer may be responsible for the applicable courier/return costs.

11. RETURNS, REFUNDS AND DEFECTIVE GOODS

Returns, refunds and exchanges are governed by Health Equilibrium's separate Returns, Refunds & Exchanges Policy, which forms part of these Terms.

Our commercial change-of-mind policy generally permits eligible unopened, unused and resalable products to be returned within seven calendar days, subject to the terms of the Returns Policy and applicable law.

Opened, used, partially consumed or tampered-with ingestible products are generally not eligible for ordinary change-of-mind returns because of their nature and hygiene/safety considerations, subject always to statutory rights relating to defective, unsafe or non-conforming goods.

Customers should report delivery damage, incorrect products and similar order problems promptly, with our current operational target being within 24 hours of receipt. This reporting period is intended to assist with courier and order investigations and does not remove any non-excludable rights under applicable law.

Where a product is defective, unsafe, materially unsuitable or otherwise fails to meet applicable statutory standards, Health Equilibrium will provide the remedies required by applicable law.

For approved refunds, online refunds will generally be processed to the original PayFast payment method. In-store refunds will generally be made using the same payment method used for the purchase, subject to applicable law and payment-provider limitations.

12. PROMOTIONS AND DISCOUNTS

From time to time, Health Equilibrium may offer promotions, specials, discounts, bundles or other promotional pricing.

Each promotion may have its own conditions, validity period, eligible products, quantity limits and exclusions. The specific promotional terms displayed with the promotion will apply.

Unless expressly stated otherwise, promotions may not be combined with other discounts or promotions.

Health Equilibrium may correct obvious errors in promotional material and will not knowingly use a promotion in a misleading or unfair manner.

Promotional offers are subject to applicable consumer law.

13. CUSTOMER REVIEWS AND USER CONTENT

Where the website allows customer reviews, customers may submit reviews subject to the review rules communicated on the website.

A reviewer may be required to provide a name or display name and an email address. The email address will not be publicly displayed.

Health Equilibrium may moderate, reject or remove content that is fraudulent, misleading, abusive, defamatory, unlawful, discriminatory, irrelevant, invasive of privacy, or that makes inappropriate or unsupported medical or therapeutic claims.

Health Equilibrium does not guarantee that every submitted review will be published.

Customers must not submit content that infringes another person's intellectual property, privacy or other rights.

Where Health Equilibrium wishes to use a customer's review, photograph, testimonial or other customer-generated content for broader marketing purposes, appropriate permission or consent will be obtained where required.

14. HEALTH AND WELLNESS INFORMATION

Health Equilibrium provides general wellness information, product information and general recommendations intended to support informed purchasing and healthier living.

Our staff and website content are not intended to diagnose, treat, cure or prevent disease, and Health Equilibrium does not guarantee any particular health outcome from the use of any product.

Customers who have a medical condition, take prescription or other medication, are pregnant or breastfeeding, are purchasing products for a child, or have concerns about possible interactions or suitability should consult an appropriately qualified healthcare professional before using a product where appropriate.

Customers should not stop, change or replace prescribed medication based solely on information provided by Health Equilibrium.

The Health & Wellness Disclaimer forms part of these Terms and applies to website articles, product information, recommendations and other wellness content.

15. INTELLECTUAL PROPERTY

Unless otherwise indicated, the Health Equilibrium name, logo, brand elements, website design, text, graphics, photographs, product content created by Health Equilibrium and other materials made available through the website are owned by or licensed to Health Equilibrium and are protected by applicable intellectual property laws.

You may access and use website content for personal, non-commercial purposes in connection with using the website and purchasing products.

You may not reproduce, modify, distribute, publish, sell, scrape, exploit or commercially use Health Equilibrium's protected content without prior written permission, except where permitted by law.

The Health Equilibrium logo and other trademarks may not be used without prior written permission.

16. PROHIBITED USE OF THE WEBSITE

You may not:

• Use the website for unlawful, fraudulent or deceptive purposes.
• Attempt to gain unauthorised access to the website, its administration systems or another person's account.
• Introduce malicious code, viruses or other harmful material.
• Interfere with the security, availability or normal operation of the website.
• Use automated systems to scrape, harvest or copy website content without permission.
• Submit false, misleading or impersonated information.
• Use the website to infringe another person's rights.
• Attempt to manipulate pricing, promotions, reviews, loyalty benefits or other website functionality.

17. THIRD-PARTY SERVICES AND LINKS

The website may rely on or integrate with third-party services, including payment, courier, hosting, analytics, advertising and other technology providers.

Third-party services may have their own terms and privacy practices. Where you interact directly with a third-party service, that service's terms may also apply.

The website may contain links to third-party websites. Health Equilibrium is not responsible for the content, security, availability or privacy practices of third-party websites that we do not control.

The current online payment service is PayFast. The courier service currently used is Fastway, although Health Equilibrium may change courier providers.

18. PRIVACY AND COOKIES

Health Equilibrium processes personal information in accordance with POPIA and our Website Privacy & POPIA Policy.

The Privacy Policy explains what personal information we collect, why we collect it, how it is used, who may process it on our behalf, how long it may be retained and the rights available to data subjects.

Marketing communications will be sent only where the applicable consent or other lawful basis required by law exists. Creating an account or placing an order does not automatically subscribe a customer to marketing.

The website may use cookies and similar technologies for essential functionality, preferences, analytics and marketing purposes. Our separate Cookie Policy explains these technologies and applicable choices.

By using the website, you acknowledge that electronic communications and data processing may be necessary to provide the online services, subject to our Privacy Policy and applicable law.

19. WEBSITE AVAILABILITY AND SECURITY

We aim to keep the website available and functioning properly, but we do not guarantee that it will always be uninterrupted, error-free or available.

The website may occasionally be unavailable because of maintenance, updates, technical faults, hosting issues, cyber incidents or circumstances outside our reasonable control.

Health Equilibrium takes reasonable technical and organisational measures to protect the website and personal information. However, no internet transmission or electronic system can be guaranteed to be completely secure.

Nothing in this section excludes any liability that cannot lawfully be excluded, including liability arising from applicable consumer or data-protection law.

20. LIABILITY

To the maximum extent permitted by applicable law, Health Equilibrium will not be liable for indirect, incidental, special or consequential loss arising from the use of the website or the purchase or use of products, except where such liability cannot lawfully be excluded.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence where such exclusion is not permitted, death or personal injury caused by negligence where not lawfully excludable, or any consumer right or statutory remedy that cannot legally be excluded or limited.

Health Equilibrium's liability, where liability is established and may lawfully be limited, will be limited to the extent permitted by applicable law and the circumstances of the relevant transaction.

This section must be read together with the CPA and other applicable legislation and must not be interpreted as contracting out of non-excludable consumer rights.

21. INDEMNITY

To the extent permitted by law, you agree to indemnify Health Equilibrium against losses, claims or reasonable costs arising from your unlawful use of the website, fraud, intentional misuse of the website or infringement of third-party rights caused by your conduct.

This indemnity does not apply to the extent that the relevant loss was caused by Health Equilibrium's own unlawful conduct or where the indemnity would conflict with a non-excludable consumer right.

22. EVENTS BEYOND OUR REASONABLE CONTROL

Health Equilibrium will not be responsible for delays or failures caused by events beyond our reasonable control, including courier disruptions, strikes, natural disasters, severe weather, power or network failures, government action, civil unrest, cyber incidents, supplier disruptions or other events that could not reasonably have been prevented or avoided.

Where such an event materially affects an order, we will take reasonable steps to communicate with affected customers and provide any remedy required by applicable law.

23. CHANGES TO THESE TERMS

Health Equilibrium may update these Terms from time to time to reflect changes in our business, website functionality, products, legal requirements or operational practices.

The version published on the website at the time of your order will generally apply to that transaction, subject to applicable law.

Material changes will be presented in a reasonably prominent manner where appropriate.

The effective date and version number will appear at the beginning or end of the published Terms.

24. GOVERNING LAW AND DISPUTES

These Terms are governed by the laws of the Republic of South Africa.

Nothing in these Terms prevents a consumer from exercising any right to approach a competent court, tribunal, regulator, ombud, consumer authority or other forum available under applicable law.

Customers are encouraged to contact Health Equilibrium first so that we can attempt to resolve complaints efficiently.

Complaints may be submitted in person at the store, by telephone on 012 548 0933 or by email at info@health-equilibrium.co.za.

We aim to acknowledge complaints within two business days and to resolve them as soon as reasonably possible.

25. GENERAL PROVISIONS

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or severed to the minimum extent necessary, and the remaining provisions will continue to apply to the extent permitted by law.

A failure by Health Equilibrium to enforce a provision immediately does not constitute a waiver of that provision.

These Terms, together with the policies expressly incorporated into them, constitute the principal terms governing your use of the Health Equilibrium online store.

Nothing in these Terms creates a partnership, agency, employment relationship or joint venture between you and Health Equilibrium.

Where a transaction is subject to mandatory consumer legislation, that legislation prevails over any inconsistent provision in these Terms.

26. CONTACT DETAILS AND LEGAL NOTICES

Health Equilibrium SA (Pty) Ltd

Registration No. 2026/267330/07

Shop U30, Kolonnade Shopping Centre

Corner of Sefako Makgatho Drive and Enkeldoorn Avenue

Montana Park, Pretoria, Gauteng, 0182

Telephone: 012 548 0933

Email: info@health-equilibrium.co.za

Website: https://health-equilibrium.co.za/

Effective date: 21 September 2026