We always strive to supply high quality, well made products.

In the event of goods having been damaged in transit, you need to notify us within 1 business day of delivery. Visibly damaged packages should not be signed for upon delivery as this may void the insurance on the package.

Our refund and returns policy is valid for 30 days from purchase. If 30 days have passed since your purchase, we can’t offer you a refund or exchange.

General information for Returns / Exchanges

All returns/exchanges and defective products must be accompanied by proof of purchase and a returns form.
Products must still be covered under the warranty period.
Products that are not under warranty or without proof of purchase will be returned immediately.
We will cover return shipping on defective items for a period of 30 days from date of dispatch. Thereafter the customer is responsible for shipping charges.

Order Cancellations

If you wish to cancel an order that has not yet shipped, there will be a cancellation fee payable of 10% of the order value and we will refund you the balance of your payment.

To cancel an order that has already shipped, you will need to follow the returns process below. Courier fees are not refundable and a cancellation fee of 10% of the value of the order, plus any fees charged by the payment processor, will be charged.

Returns

Returns/Exchanges of Non Defective Items

Due to health concerns we cannot accept returns or exchanges of unsealed items.
Products to be returned must be sealed, unused, in its original packaging, and in a resell-able condition.
The shipping costs for returning the products (via our preferred courier) need to be covered by the customer.
Please note that all cancelled orders will incur an admin fee of 10% of the value of the order, plus any fees charged by the payment processor.
Courier fees for non defective items are not refundable.

Several types of goods are exempt from being returned. Goods such as oils, butters, clays and other raw materials cannot be returned. We also do not accept products that are intimate or sanitary goods.

Additional non-returnable items:

Gift cards
Downloadable products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

There are certain situations where we might grant a partial refunds at our discression:

Any items with obvious signs of use
Any sealed items that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Warranty Claims

In the event of a defective product, contact us immediately.
You will be asked to fill out a Returns form and submit a product photo and proof of purchase for the product.
You will be asked to return the product to us (via our preferred courier company) for full examination.
All products sent to us must arrive in a clean, dry and sealed condition.

Defective products will be repaired or replaced at our discretion provided they are covered under the warranty period.

Exchanges

We only replace items if they are defective or damaged. You need to exchange it for the same item, contact us to arrange for an exchange.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Missing Items

Missing items need to be reported within 24hours from delivery of your parcel.

We have a very stringent procedure for packing orders and pride ourselves that in the last 5 years, no package has left our premises missing any items.

Our procedure includes 2 employees checking the order for completeness and we take a closeup picture of the order.

The whole process of checking & packing your order is covered by a dedicated CCTV camera, up to when the package is sealed, numbered & weighed. In fact, to ensure safety of your order, our whole area where customer’s orders are handled is covered by CCTV cameras.

We always pack each order with great care & precision and take care to make sure every customer’s items are packed safely and securely.

When you are missing an item, please check the following:

*Inspect the outside of your box for any signs of tampering. We almost exclusively use brown paper tape that fuses to the cardboard boxes and cannot be removed. If any tampering is suspected, please take pictures of all sides of the parcel, including the bottom. You can even take a video.

*Thoroughly inspect all the packaging material, due to the fragile nature of our items we use lots of “filling” sometimes items can get “lost” inside this. Also remember to lift the flaps in the bottom of your box to make sure any small items did not accidentally end up under them.

*If you did not open your box yourself, of if you got distracted between opening the box and checking the content, ask your employees, kids or life partner if they might have moved an item without your knowledge

If you have checked your parcel thoroughly and you are still missing an item, please send us pictures of all sides of the box in which your order was delivered. As well as any other information requested by us.

If our video footage shows the missing item packed into the box before it is sealed, we will require your full co-operation in investigating what the cause was for your parcel to be missing an item. This includes but is not limited to supplying photographs of all sides of your parcel, a statement as to the state of the parcel when received from the courier etc.

No refunds or credits will be processed for missing items until our investigation is complete.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days. We may opt to also refund via EFT.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Shipping of returns and exchanges

To return your product, you should courier your product to us (physical address will be provided).

For non defective items, you will be responsible for paying return shipping costs for your item.

We will cover return shipping on defective items for a period of 30 days from date of dispatch. Thereafter the customer is responsible for shipping charges.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refund and Returns Policy