Returns, Refunds & Exchanges Policy

1. PURPOSE AND SCOPE

This Returns, Refunds & Exchanges Policy (“Policy”) applies to purchases made through the Health Equilibrium online store and should be read together with our Website Terms & Conditions, Privacy & POPIA Policy, Delivery Policy and Health & Wellness Disclaimer.

This Policy explains our operational process for change-of-mind returns, incorrect or damaged orders, defective or unsafe products, cancellations, refunds and exchanges.

Nothing in this Policy is intended to exclude, restrict or waive a consumer right or remedy that cannot lawfully be excluded or limited under South African law.

2. YOUR STATUTORY CONSUMER RIGHTS

Health Equilibrium will comply with applicable consumer-protection legislation, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

Where goods fail to satisfy the applicable quality and safety requirements, section 56 of the CPA provides an implied warranty of quality and, within six months after delivery, a consumer may return qualifying goods at the supplier’s risk and expense and choose the applicable remedy for repair, replacement or refund.

For qualifying electronic transactions, ECTA section 44 may provide a seven-day cooling-off right without reason or penalty, subject to statutory exclusions. The only charge permitted under section 44 is the direct cost of returning the goods, and where payment was already made, the refund is generally due within 30 days of cancellation.

3. CHANGE-OF-MIND RETURNS

As a customer-service measure, Health Equilibrium generally accepts eligible change-of-mind returns requested within seven calendar days of delivery for online orders or purchase for qualifying in-store purchases.

For a change-of-mind return, the product should be:

• Unused and unopened.
• In its original packaging and in a condition suitable for resale.
• Complete, including labels, seals, accessories, instructions and other items supplied with the product.
• Returned with reasonable proof of purchase, such as the order number, invoice or receipt.

Change-of-mind returns are subject to the nature of the product and applicable law. Products that have been opened, used, partially consumed, tampered with or whose seals have been broken may not be accepted as ordinary change-of-mind returns where their nature makes resale or safe re-supply inappropriate.

This restriction does not remove any statutory right relating to defective, unsafe, unsuitable or non-conforming goods.

4. PRODUCTS THAT MAY BE EXCLUDED FROM ORDINARY CHANGE-OF-MIND RETURNS

Because Health Equilibrium sells ingestible and wellness products, certain products may not be suitable for ordinary change-of-mind returns once opened or used. This may include:

• Supplements, capsules, tablets, powders, herbal products, tinctures, teas, foods and other ingestible products once opened or unsealed.
• Products where the safety seal, tamper-evident seal or protective packaging have been opened.
• Products that have been contaminated, altered, damaged or stored contrary to the manufacturer's instructions after delivery.
• Products that have been personalized or prepared specifically for a customerwhere applicable.
• Products that cannot reasonably be returned because of their nature, subject to statutory rights.

If you are unsure whether a product qualifies, contact us before opening or using it.

5. DEFECTIVE, UNSAFE OR POOR-QUALITY PRODUCTS

If a product is defective, unsafe, materially unsuitable or otherwise fails to meet the quality standards required by applicable law, please contact us as soon as possible.

We may reasonably request photographs, videos, batch information, packaging details or other information to help us identify the issue and investigate the product. We may inspect or test the product as necessary.

A product will not ordinarily be treated as defective merely because a customer dislikes its taste, smell, texture, color or subjective experience, where the product otherwise conforms to its description, intended purpose and applicable quality requirements.

Damage caused by misuse, negligence, incorrect storage, alteration or failure to follow the manufacturer's instructions may not qualify as a defect attributable to Health Equilibrium.

6. INCORRECT PRODUCTS OR MISSING ITEMS

If we send you the wrong product, the wrong quantity or an item that is materially different from what you ordered, please contact us as soon as possible.

Our operational target is that incorrect order issues should be reported within 24 hours of delivery so that we can investigate quickly with the courier and fulfilment team. This time frame does not remove any statutory rights you may have.

Where the error is confirmed, Health Equilibrium will arrange the appropriate remedy, which may include:

• Collection or return of the incorrect product at our cost where appropriate.
• Delivery of the correct product, if available.
• A refund for the affected product if the correct product is unavailable or a refund is otherwise the appropriate remedy.

Please keep the incorrect product packaging and delivery documentation until we have confirmed the return or collection arrangements.

7. PRODUCTS DAMAGED DURING DELIVERY

Please inspect your parcel when it arrives. If a product or its packaging is visibly damaged, notify Health Equilibrium as soon as reasonably possible and, where practical, provide photographs of the parcel, shipping label, external packaging and damaged product.

Our operational target is to report visible delivery damage within 24 hours of receipt. This assists us in making a courier claim promptly, but it does not remove any statutory consumer rights.

Do not use or consume a product that appears to have been damaged, contaminated, tampered with or compromised during delivery.

Where a delivery-related problem is confirmed, Health Equilibrium will arrange the appropriate remedy in accordance with applicable law, which may include replacement or refund.

8. ECTA SEVEN-DAY COOLING-OFF RIGHT

Where a transaction qualifies for the cooling-off right in section 44 of ECTA, a consumer may cancel without reason or penalty within seven days after receipt of the goods, subject to the exclusions in the Act. The direct cost of returning the goods may be charged to the consumer.

ECTA excludes certain transactions from section 44, including specified foodstuffs, beverages or other everyday-consumption goods supplied to the home, residence or workplace, and goods that by nature cannot be returned or are likely to deteriorate or expire rapidly. Whether an individual product falls within an exclusion depends on the transaction and the law.

Where you wish to rely on an ECTA cooling-off right, contact us in a recordable form within the applicable period and keep proof of the notice.

Where the cooling-off right applies and payment has already been made, refunds will be processed in accordance with the statutory requirements.

9. HOW TO REQUEST A RETURN

Before sending anything back, please contact Health Equilibrium so that we can confirm the correct return route and, where appropriate, provide a return reference.

Return requests may be submitted:

• By email: info@health-equilibrium.co.za
• By telephone: 012 548 0933
• In person at our store during normal trading hours.

Please provide:

• Your full name and contact details.
• Order number, invoice number or proof of purchase.
• The product name and quantity being returned.
• The reason for the return.
• Photographs or other evidence where the product is damaged, incorrect or defective.
• Your preferred remedy where applicable: refund, replacement or exchange.

Do not send products to the store or courier address without first confirming the return instructions with us.

10. PACKAGING AND RETURN CONDITION

Where you are returning an eligible product, please package it securely so that it is protected during transit.

Where possible, use the original packaging and include all accessories, labels, seals, instructions and other components supplied with the product.

If a return is made because the product is defective, unsafe, incorrect or otherwise covered by a statutory remedy, we will provide the return instructions appropriate to the circumstances and applicable law.

For ordinary change-of-mind returns where the customer is responsible for return costs, the customer must use a reasonably secure delivery method and retain proof of dispatch.

11. REFUNDS

Where a refund is approved, the refund will normally be made using the original payment method, where technically possible.

For online payments processed through PayFast, Health Equilibrium will generally initiate the refund through the applicable payment process to the original payment method.

The time for the funds to appear in your account may depend on the payment provider and your bank.

Where a statutory refund deadline applies, Health Equilibrium will comply with that deadline.

Unless otherwise required by law, refunds will generally cover the amount paid for the affected product. Delivery and return costs will be dealt with according to the reason for the return and the applicable law.

We will not charge an administrative 'restocking fee' where doing so would be inconsistent with a consumer's statutory rights.

12. EXCHANGES

For eligible “change-of-mind” returns, Health Equilibrium may offer an exchange for another product where the requested replacement is available, and the return qualifies under this Policy.

If the replacement product costs more, the customer must pay the difference before the replacement is dispatched or handed over.

If the replacement product costs less, Health Equilibrium will refund the difference where an exchange is permitted.

Defective, unsafe or non-conforming goods will be handled according to the applicable statutory remedy rather than being restricted to an ordinary change-of-mind exchange.

13. PROMOTIONAL AND SALE ITEMS

Products purchased during a promotion or sale remain subject to the same statutory consumer rights as other products.

A sale price does not, by itself, remove the consumer's right to return a defective, unsafe or non-conforming product.

For ordinary change-of-mind returns, promotional conditions may specify whether the product qualifies for return or exchange. Those conditions will be displayed with the promotion and will not override non-excludable statutory rights.

14. FREE GIFTS, BUNDLES AND PROMOTIONAL QUANTITIES

Where a promotion includes a gift, bundle, bonus item or other promotional benefit, the return or refund of the associated products may affect the promotional benefit.

If reasonably necessary, Health Equilibrium may require all components of a promotional bundle to be returned together before processing a full refund for a change-of-mind return, subject to applicable law.

Where a refund is required by law because goods are defective, unsafe or otherwise non-conforming, the remedy will be determined in accordance with applicable law.

15. RETURNS RELATING TO HEALTH OR SAFETY CONCERNS

If you believe that a product may be contaminated, incorrectly labelled, tampered with or otherwise unsafe, stop using or consuming it and contact Health Equilibrium immediately.

Please retain the product, packaging, batch/lot number and expiry information where possible, unless doing so creates a safety risk.

Health Equilibrium may need to quarantine the affected product and contact the relevant supplier, manufacturer or regulator where appropriate.

Customers should not attempt to alter, repair, repack or otherwise modify a product that is the subject of a safety complaint.

16. REFUNDS FOR UNAVAILABLE PRODUCTS

If Health Equilibrium accepts an order but is subsequently unable to supply a product because it is unavailable, we will notify you and provide the appropriate remedy.

Where applicable law requires a refund because the supplier cannot perform the order, the refund will be processed within the applicable statutory period. ECTA section 46 provides specific rules where a supplier cannot perform because ordered goods are unavailable.

17. OUR REVIEW AND INVESTIGATION PROCESS

We may need to inspect a returned product before confirming whether the return qualifies under the category claimed.

An inspection is not intended to delay or defeat a statutory remedy. It allows us to establish the nature of the issue, document the return and determine the appropriate operational process.

Where the law gives the consumer a choice of remedy, we will respect that choice subject to any limitations expressly permitted by law.

If a return is not accepted, we will explain the reason and, where appropriate, provide information about the next steps available to the customer.

18. FRAUDULENT OR ABUSIVE RETURN ACTIVITY

Health Equilibrium may investigate patterns of suspected fraudulent, dishonest or abusive returns, including repeated false defect claims, deliberately damaged products, manipulated packaging or misuse of promotional offers.

We may take reasonable steps to protect our business and customers against fraud, provided that those steps do not unlawfully restrict a consumer's statutory rights.

Where a return request is disputed, customers remain entitled to pursue any applicable complaint, dispute-resolution or legal process available under South African law.

19. COMPLAINTS

If you are unhappy with the way a return, refund or exchange has been handled, please contact us first so that we can review the matter.

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

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

Nothing in this Policy prevents a consumer from approaching a competent court, regulator, consumer authority, ombud or other dispute-resolution forum available under applicable law.

20. CONTACT DETAILS

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