Effective Date: 7 September 2026
Last Updated: 7 September 2026

At Nutrychem, we want customers to shop with confidence while giving independent Vendors a fair and practical marketplace environment.

Because Nutrychem operates as a multi-vendor marketplace, products may be supplied by different independent Vendors. The Vendor is generally responsible for the condition, quality, packaging, accuracy, and fulfilment of its products, while Nutrychem facilitates the marketplace transaction and may assist with resolving customer issues.

This Refund & Returns Policy applies to purchases made through the Nutrychem marketplace and should be read together with our Terms & Conditions and Vendor Terms & Conditions.

Nothing in this policy limits any rights a consumer may have under applicable South African law.

1. When You May Request a Return or Refund

Depending on the circumstances and applicable law, you may be entitled to request a return, replacement, repair, or refund where:

You received the wrong product;
The product is defective;
The product is damaged;
The product does not reasonably correspond with its description;
The product is materially different from what was ordered;
The product is missing from your order;
The product is unsafe or otherwise unsuitable;
The order was cancelled in circumstances where a refund is applicable;
Another legally recognised reason applies.

Customers should contact Nutrychem or the relevant Vendor as soon as reasonably possible after discovering a problem.

2. Marketplace Vendor Responsibility

Because Nutrychem is a multi-vendor marketplace, each Vendor is responsible for the products it sells.

This includes responsibility for:

Product quality;
Product condition;
Product descriptions;
Ingredients and disclosures;
Packaging;
Labelling;
Product safety;
Order accuracy;
Fulfilment;
Defective products;
Returns relating to the Vendor’s products.

Nutrychem may assist in facilitating communication between customers and Vendors and may intervene where necessary to resolve a marketplace dispute.

3. Wrong or Incorrect Product

If you receive a product that is different from what you ordered, please contact Nutrychem as soon as possible.

Where appropriate, the Vendor may be required to:

Arrange collection or return;
Provide the correct product;
Provide a replacement; or
Provide a refund.

Customers should not use an incorrectly supplied product before the matter has been resolved.

4. Damaged Products

If your order arrives damaged, please notify Nutrychem or the Vendor as soon as reasonably possible.

We may request:

Photographs of the damaged product;
Photographs of the packaging;
Your order number;
A description of the damage;
Other reasonable information required to investigate the matter.

Where the damage occurred because of inadequate packaging, fulfilment, or another Vendor-related issue, the Vendor may be responsible for the applicable remedy.

Where damage occurred during delivery, Nutrychem or the Vendor may work with the applicable courier or logistics provider to investigate the matter.

5. Defective Products

If a product is defective or does not function as reasonably expected, please contact us or the Vendor.

Depending on the circumstances, the applicable remedy may include:

Repair;
Replacement;
Refund;
Other remedy required by applicable law.

Customers should stop using a product if they believe it may be unsafe.

6. Products That Do Not Match Their Description

If the product received materially differs from its marketplace listing, the customer may contact Nutrychem for assistance.

This may include significant differences relating to:

Product type;
Size or quantity;
Variant;
Ingredients where accurately represented ingredients were relied upon;
Product condition;
Product specifications.

Minor differences in colour, packaging design, or appearance may occur where the product is handmade or packaging has legitimately changed.

7. Change-of-Mind Returns

Some purchases may be eligible for cancellation or return due to a customer’s change of mind, subject to applicable South African consumer law and the nature of the product.

However, certain products may be excluded from change-of-mind returns where permitted by law, particularly products that:

Are personalised or made specifically for the customer;
Are sealed products that cannot reasonably be returned for health or hygiene reasons once opened;
Are perishable;
Have been consumed or used;
Cannot reasonably be resold;
Are digital products once access or delivery has occurred;
Were produced according to the customer’s specific requirements.

Where a statutory cooling-off right applies, the relevant legal requirements will take precedence over this policy.

8. Beauty, Personal-Care, Herbal and Wellness Products

Because Nutrychem may sell products such as:

Handmade soaps;
Skincare;
Hair-care products;
Oils;
Herbal products;
Wellness products;
Personal-care products;
Cosmetics;
Other hygiene-sensitive products;

returns may be subject to additional health and hygiene considerations.

Customers should not return or use a product if doing so could create a health or contamination risk.

Where a product is defective, incorrectly supplied, unsafe, or otherwise subject to a valid consumer remedy, the applicable statutory rights will still apply.

9. Opened or Used Products

For health, hygiene, safety, and contamination reasons, certain products may not be eligible for ordinary change-of-mind returns after they have been opened or used, where such exclusion is legally permitted.

This does not remove a customer’s rights relating to defective, unsafe, incorrectly supplied, or otherwise non-compliant products.

10. Handmade and Natural Products

Many Nutrychem Vendors operate small-scale or handmade businesses.

As a result, reasonable variations may occur in:

Colour;
Texture;
Shape;
Fragrance;
Packaging;
Natural ingredient appearance;
Product finish.

These variations do not automatically mean that a product is defective.

However, a product that materially differs from its description or is defective may still qualify for an appropriate remedy.

11. How to Request a Return or Refund

To request a return, replacement, or refund, contact Nutrychem using the official contact details provided on our website.

Please provide:

Your full name;
Order number;
Product name;
Vendor name, where known;
Reason for the request;
Photographs or other supporting information where relevant.

Providing sufficient information helps us investigate the issue more quickly.

12. Return Authorisation

Customers should not automatically send products back to a Vendor without first receiving return instructions where return authorisation is required.

Nutrychem or the relevant Vendor may provide instructions regarding:

Return address;
Courier arrangements;
Packaging;
Collection;
Required documentation;
Return timeframe.

Unauthorised returns may result in delays in processing the request.

13. Return Shipping Costs

Responsibility for return shipping costs will depend on the reason for the return and applicable law.

Where the Vendor supplied:

The wrong product;
A defective product;
A materially misrepresented product; or
A product that otherwise qualifies for a statutory remedy,

the Vendor may be responsible for applicable return-related costs where required.

Where a customer voluntarily requests a return for a reason such as change of mind, the customer may be responsible for return costs where legally permitted.

14. Refund Processing

Once a refund has been approved, the refund will generally be processed through the original payment method where reasonably possible.

The time required for the funds to appear in your account may depend on:

The payment provider;
The customer’s bank;
The payment method;
The Vendor;
The nature of the refund.

Nutrychem does not control processing times imposed by external financial institutions.

15. Partial Refunds

In certain circumstances, a partial refund may be appropriate where:

Only part of an order is affected;
A portion of the order is missing;
The customer and Vendor agree to an appropriate partial remedy;
Applicable law permits a partial refund.

16. Refunds for Cancelled Orders

If an order is cancelled before fulfilment and a refund is applicable, the amount paid for the cancelled portion of the order will be refunded through the applicable payment process.

Where only part of an order is cancelled, only the applicable portion may be refunded.

17. Digital Products

Nutrychem may offer digital products such as:

E-books;
Templates;
Guides;
Educational resources;
Digital downloads;
Online resources.

Because digital products may be delivered immediately or access may begin immediately, change-of-mind refunds may not be available in every circumstance where legally permitted.

If a digital product is defective, inaccessible, materially different from its description, or otherwise qualifies for a remedy under applicable law, please contact Nutrychem.

18. Branding, Design, Marketing and Other Services

Nutrychem may provide Vendors and businesses with professional services including:

Graphic design;
Branding;
Packaging design;
Product photography;
SEO;
Digital marketing;
Advertising;
Website services;
Content creation;
Training;
Business consulting.

These services may have separate quotations, scopes of work, deposits, milestones, deliverables, and cancellation terms.

Once work has commenced, refunds may be limited to the extent permitted by the applicable service agreement and South African law.

Where a service has not yet commenced, cancellation and refund eligibility will depend on the applicable agreement and circumstances.

19. Personalised Products and Custom Orders

Products made specifically for a customer may be subject to different return conditions.

Examples include:

Custom labels;
Personalised packaging;
Custom-branded merchandise;
Custom sizes;
Bespoke products;
Custom designs.

Where permitted by law, change-of-mind returns may not be accepted for products made specifically to a customer’s requirements.

This does not affect statutory rights where the product is defective, incorrectly produced, or otherwise fails to meet the applicable requirements.

20. Products Purchased From Different Vendors

Because Nutrychem is a multi-vendor marketplace, a single customer order may contain products from different Vendors.

Different Vendors may have different fulfilment arrangements.

A return or refund relating to one Vendor’s product does not automatically result in a refund of products purchased from another Vendor.

21. Customer Responsibilities

Customers are responsible for:

Providing accurate delivery information;
Inspecting products within a reasonable period;
Following product instructions;
Following storage requirements;
Using products only as intended;
Providing truthful information when requesting a refund or return.

Customers must not intentionally damage, misuse, alter, or falsely claim that a product is defective in order to obtain a refund.

Fraudulent refund activity may result in account restrictions or termination and may be reported where appropriate.

22. Vendor Refund Obligations

Vendors are required to cooperate with legitimate return and refund requests relating to their products.

A Vendor may not refuse a legally required remedy simply because the Vendor’s own return policy is more restrictive.

Nutrychem may recover applicable refund amounts from Vendor payouts where the Vendor is responsible for the refund.

23. Disputes Between Customers and Vendors

Where a dispute arises, Nutrychem may review:

Order information;
Product listings;
Customer communications;
Vendor communications;
Photographs;
Tracking information;
Payment information;
Other relevant evidence.

Nutrychem may facilitate a resolution between the parties.

Where required by law, Nutrychem will respect applicable consumer rights and legal remedies.

24. Abuse of the Refund System

Nutrychem reserves the right to investigate suspicious or repeated refund activity.

Examples may include:

Repeated false damage claims;
False claims that orders were not received;
Returning different products from those purchased;
Deliberately damaging products;
Creating multiple accounts to obtain refunds;
Fraudulent payment disputes.

Where appropriate, Nutrychem may restrict accounts, suspend marketplace access, or take further action.

25. Consumer Protection

Nutrychem intends to operate its marketplace in accordance with applicable South African consumer-protection requirements.

Nothing in this policy is intended to remove, restrict, or contract out of any consumer right that cannot legally be excluded.

Where South African law provides a customer with a remedy that differs from this policy, the applicable legal requirement will take precedence.

26. Changes to This Policy

Nutrychem may update this Refund & Returns Policy from time to time to reflect changes in:

Marketplace operations;
Vendor requirements;
Products and services;
Payment systems;
Delivery arrangements;
Applicable law.

The updated policy will be published on the Nutrychem website with a revised “Last Updated” date.

27. Contact Us

For refund, return, replacement, or order-related enquiries, please contact Nutrychem using the official contact details provided on our website.

Nutrychem
South Africa

Email: [Insert official customer support email]

Website: [Insert official Nutrychem website]

Our Commitment

Nutrychem is building a marketplace around trust, transparency and responsible business.

We want customers to feel confident purchasing from independent brands while giving small businesses a fair opportunity to sell their products and grow.

Our refund and returns process is designed to protect both sides of the marketplace while respecting applicable consumer rights.

This is a sample page.

Overview

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

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

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

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record 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

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 a certain amount of days.

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 at {email address}.

Sale items

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

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

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 mailed 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.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return 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.