Returns & refunds

This policy covers orders from our online shop, run by Vantax (Pty) Ltd (“Herbal Holland”, “we”), and purchases in our stores. It's part of our membership terms, and it doesn't take away any of your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Faulty goods: 6 months (CPA s56)

If something you bought from us is defective, unsafe or not fit for the purpose it's generally meant for, you may return it within 6 months after you received it. You choose whether we repair it, replace it or refund you. The return is at our risk and our cost: we arrange and pay for the courier that collects it.

• We may check the item first to confirm the fault.
• If we repair it and the fault comes back, or a new one appears, within 3 months, we replace it or refund you.
• This doesn't cover damage caused after delivery, for example by not following the label or the instructions, or a condition we told you about before you bought and you accepted.
• Recalled products are always taken back for a full refund. We'll contact you and tell you how.

Changed your mind about an online order: 7 days (ECTA s44)

• You may cancel an online order within 7 days after you receive the goods, without giving a reason and without penalty.
• Send the goods back with everything that came with them. You pay only the direct cost of returning them: we tell you what a courier collection costs before we book it, or you can send them back yourself.
• We refund what you paid, in full, within 30 days after the day you cancel.

What can't be returned just because you changed your mind (ECTA s42)

• For counselAnything made to order for you (its product page says so), and goods that by their nature can't be returned: for example food, drink, supplements or skin care once opened or unsealed.Counsel to confirm which ECTA s42(2) exclusions apply: whether an item made to order in our standard designs counts as made to the member's specifications (s42(2)(f)), and whether food, drink and supplements delivered to the home are excluded even when sealed, as goods for everyday consumption (s42(2)(c)).
• This only limits returns for a change of mind. If anything is faulty, the 6-month rights above always apply.

After we contacted you directly (CPA s16)

If you bought because of our direct marketing (an SMS, an email or a call from us), you may also cancel in writing within 5 business days after the order or the delivery, whichever is later.

How to return something

• Tell us first: email hello@herbalholland.com with your order number (it's in your order confirmation and in Rewards → Orders), what you're returning and why. For something faulty, a photo helps.
• We arrange a courier to collect it from your address, or you can drop it off at a Herbal Holland store: bring your order number and your ID.
• Pack it securely. We'll let you know by SMS or email when it reaches us and what happens next.

Refunds

• Refunds go back to the payment method you used for the order.
• Cooling-off cancellations are refunded within 30 days after you cancel, and faulty goods as soon as we've confirmed the fault. Your bank may take a few more days to show it.
• Points you used come back to your Rewards balance, and points you earned on refunded items are taken back.

In store

You may return unopened, non-consumable items within 7 days, with proof of purchase, if you change your mind. Opened consumables, and medicines once dispensed, can't be returned unless they're faulty or recalled.

Not happy with how we've handled a return? See “Complaints” in our membership terms.