We want you to be happy with every order. This policy explains when and how you can request a refund, in line with the South African Consumer Protection Act (CPA).
1. Statutory cooling-off rights
Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel without reason or penalty within seven days after receiving goods, or within seven days after concluding a services agreement, subject to statutory exclusions. Only the direct cost of returning goods may be charged. Refunds under this right must be made within 30 days of cancellation. This is separate from the CPA’s five-business-day cooling-off right for qualifying direct-marketing transactions.
Where sections 55–56 of the Consumer Protection Act apply, goods that fail the statutory quality standards may be returned within six months after delivery, at our risk and expense, for your choice of repair, replacement or refund as provided by the Act. Voluntary return conditions do not limit these rights.
2. Eligibility for refund
- Items received damaged, defective, or incorrect.
- Delayed or undelivered items, assessed against the agreed delivery terms and applicable statutory rights in our Shipping & Delivery policy.
- Sealed, unopened nutrients returned within 7 days of delivery in original packaging.
3. Voluntary change-of-mind exclusions
- Opened or partially used nutrient bottles are excluded from voluntary change-of-mind returns, but not from applicable statutory rights.
- Genuinely personalised/custom-made goods may fall within statutory exclusions; ordinary bulk orders are not automatically custom-made.
- Delivered training services may be excluded from voluntary refunds, subject to applicable statutory rights.
4. How to request a refund
- Email hello@nanaorganics.org within the applicable window above with your order number and (if applicable) photos of the issue.
- We will respond within 2 business days with return instructions or a resolution.
- Approved refunds are paid back to the original payment method (the card or account used at checkout) within 5–10 business days via Paystack, once the returned item has been received and inspected, subject to any applicable statutory deadline.
5. Return shipping
If the return is due to our error (damaged, defective, or incorrect item), we cover return shipping. For a qualifying ECTA cooling-off return, only the direct return cost may be charged to the customer. Other returns are assessed under the applicable policy and statutory rights.
6. Refund method
Refunds are always issued back to the original Paystack payment method. We do not issue cash refunds, EFTs to alternative accounts, or store credit unless the original method is no longer available, in which case we will agree an alternative in writing with you.
7. Contact
Email: hello@nanaorganics.org
Phone: +27 82 702 6818
Address: 5th Avenue, Parkhurst, 2193, Johannesburg, South Africa
Statutory sources: ECTA (section 44) and Consumer Protection Act (sections 55–56).