Returns and Refund Policy

1. Our Commitment

At Lab & Leaf, your satisfaction is our priority. We are committed to supplying high-quality products and ensuring our returns process is fair, transparent, and compliant with all South African consumer protection laws.

2. General Return Conditions (Unopened Products)

As per the Electronic Communications and Transactions Act (ECT Act), you have a general right of return for online purchases, often referred to as the “cooling-off period.”

  • Cooling-Off Period: You may cancel your order and return the goods for any reason, without penalty, within 7 working days of receiving your delivery.
  • Condition of Product: Due to the nature of cosmetic products and for public health and safety, the product must be unopened, unused, and in its original, resalable condition with all seals and packaging intact.
  • Refund: We will issue a full refund of the purchase price, excluding the original delivery costs, within 30 days of receiving the returned product and confirming its condition.
  • Return Costs: You will be responsible for the direct cost of returning the product to our premises during the cooling-off period.

3. Returns for Defective, Damaged, or Incorrectly Supplied Products

If a product is defective, damaged in transit, or you received a product that is different from what you ordered, your rights are protected by the Consumer Protection Act (CPA).

  • Defect/Faulty Goods (Implied Warranty of Quality):
    • You have the right to return any product that is not reasonably suitable for its intended purpose, is of poor quality, is defective, or is not in good working order for up to 6 months after delivery.
    • If returned within this 6-month period, you may choose a repair, replacement, or a full refund (including your cost of returning the product).
    • Notification: You must notify us within a reasonable time after discovering the defect or fault.
  • Damaged on Delivery:
    • If your product arrives visibly damaged, you must notify us within 48 hours of delivery.
  • Incorrect Product:
    • If we delivered the wrong product, you must notify us within a reasonable time (recommended 7 working days).
  • Our Responsibility: In all cases of defective, damaged, or incorrectly supplied products, Lab & Leaf will be responsible for the cost of collecting the product from you and for the cost of the re-delivery (if a replacement is chosen).

4. Non-Returnable Items (Health & Hygiene Exceptions)

In accordance with public health and safety regulations (which override the general right of return in the CPA), and as is standard for cosmetics and personal care items:

  • We cannot accept returns for change of mind or unwanted goods if the product has been opened, used, or if the protective seal has been broken. This is a critical exception for hygiene and health reasons.
  • The only exception to this is if the product is defective, as outlined in Section 3.

5. Process for Initiating a Return

To ensure a quick and smooth return process, please follow these steps:

  1. Log a Return: Contact our Customer Care team via email at [Your Email Address] or through our online returns portal [Your Website Link].
  2. Provide Details: Include your Order Number, the name of the product(s) you wish to return, and the reason for the return (e.g., “Cooling-Off Period – Unopened,” “Damaged in Transit,” “Defective,” or “Incorrect Item”).
  3. Return Reference: We will provide you with a unique Return Reference Number and instructions on how and where to send the product back (or arrange for collection, where applicable).
  4. Packaging: The product must be securely packaged to prevent damage during transit. Please include all original packaging and accessories. Clearly mark the Return Reference Number on the outside of the parcel.

6. Refund Timelines

  • Inspection: Once we receive the returned product, it will be inspected to validate the reason for the return (e.g., to confirm the seal is intact for a cooling-off return, or to verify the defect/damage).
  • Processing: If the return is approved, your refund will be processed within 10 working days of the date we received the product.
  • Payment Method: All refunds will be made via the original payment method used for the purchase. Note that bank processing times may vary.

7. Compliance

  • Clear Policy: This policy is openly available on our website at all times.
  • Return Window: We offer a 7-working-day cooling-off period for unopened goods and a 6-month statutory warranty for faulty goods, which meets or exceeds most standard requirements.
  • Condition: Returns for change of mind are only accepted for New, Unopened Products due to health and hygiene exceptions. This is clearly stated.
  • Refund Method: Refunds are to the original payment method.

Disclaimer: This policy is subject to change without notice and is governed by the laws of the Republic of South Africa. Where a conflict exists between our policy and the CPA or ECT Act, the statutory provisions will prevail.

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