Return & Refund Policy

Adorn Organics | Online Store

Effective Date: 1 July 2025

 

At Adorn Organics, we stand behind the quality and integrity of every product we sell. This policy is designed to be fair, transparent, and compliant with the Consumer Protection Act 68 of 2008 (CPA) of South Africa.

 

1. Overview

This Return and Refund Policy applies to all purchases made through the Adorn Organics online store at www.adornorganics.co.za. By completing a purchase, you agree to the terms set out in this policy. We sell skincare, haircare, health supplements, and lifestyle and wellness products to customers across South Africa and select African markets.

2. Return Eligibility

2.1 Standard Returns

You may return an eligible product within 30 calendar days of the delivery date, provided all of the following conditions are met:

•       The product is unused, unopened, and in its original sealed packaging.

•       The product is in the same condition as received, with all labels, tags, and seals intact.

•       You provide valid proof of purchase (order confirmation or receipt).

•       The return is initiated via our official returns process (see Section 6).

2.2 Hygiene and Safety Exceptions

Due to the nature of our products and for health and hygiene reasons, the following items cannot be returned once opened or used:

•       Skincare products (serums, creams, oils, masks) that have been opened or used.

•       Haircare products (shampoos, conditioners, treatments) that have been opened.

•       Ingestible health supplements (capsules, powders, tinctures) that have been opened.

•       Wellness accessories that have been used or removed from sealed packaging.

 

Exception: If any of the above products are defective, damaged on arrival, or do not match the product description on our website, you are entitled to a return, exchange, or refund regardless of whether the item has been opened.

2.3 Non-Returnable Items

The following items are not eligible for return under any circumstances:

•       Gift cards and promotional vouchers.

•       Products purchased during a final sale or clearance event (clearly marked at time of purchase).

•       Products returned outside the 30-day return window.

•       Products that have been tampered with, altered, or damaged due to misuse.

3. Defective, Damaged, or Incorrect Products

In accordance with Section 56 of the Consumer Protection Act, if you receive a product that is defective, damaged in transit, or materially different from what was described on our website, you are entitled to the following within 6 months of purchase:

•       A full replacement of the product at no additional cost, or

•       A full refund to your original payment method, or

•       A repair or correction of the defect where applicable.

 

To qualify, please notify us within 7 calendar days of receiving a damaged or incorrect order. We may request photographic evidence of the damage or defect before processing your claim.

4. Refund Processing

4.1 Approved Refunds

Once your return is received, inspected, and approved, we will notify you by email. Approved refunds will be processed as follows:

•       Refunds are issued to the original payment method used at the time of purchase.

•       Processing time: 5 to 10 business days after approval, depending on your bank or payment provider.

•       We do not issue cash refunds for online orders.

4.2 Partial Refunds

A partial refund may be issued in the following situations:

•       Products returned with minor signs of handling (not opened or used, but packaging slightly affected).

•       Products returned after 20 calendar days but within the 30-day window.

4.3 Shipping Costs

Original shipping charges are non-refundable unless the return is due to our error (defective, damaged, or incorrect product). Where a return is customer-initiated, return shipping costs are borne by the customer.

5. Exchanges

We offer exchanges on eligible products within 30 days of delivery. If you would like to exchange a product for a different variant (such as a different size or fragrance), please initiate an exchange request through our returns portal. Exchanges are subject to product availability. If your preferred replacement is unavailable, we will offer a store credit or full refund.

6. How to Initiate a Return or Refund

To initiate a return, exchange, or refund request, please follow these steps:

•       Step 1: Email us at legal@adornorganics.co.za with your order number, the product(s) you wish to return, and the reason for the return.

•       Step 2: Our customer care team will respond within 2 business days with a Return Authorisation Number (RAN) and return instructions.

•       Step 3: Package the item securely and include your RAN inside the parcel. Send the parcel to the address provided in our email.

•       Step 4: Once received and inspected, we will process your refund or exchange within 5 to 10 business days.

 

Important: Returns sent without a Return Authorisation Number (RAN) will not be accepted and may be returned to the sender at their cost.

7. Cross-Border and International Orders

For customers purchasing from African countries outside of South Africa, please note the following:

•       All returns must be shipped back to our South African fulfilment address.

•       International return shipping costs are entirely at the customer's expense.

•       Customs duties, import fees, or taxes incurred during the return process are not reimbursable by Adorn Organics.

•       Refund processing times may be longer for international bank transfers.

•       Adorn Organics is not liable for returns lost or damaged in international transit. We recommend using a tracked shipping service.

8. Your Rights Under South African Law

Nothing in this policy diminishes or overrides your statutory rights as a consumer under the Consumer Protection Act 68 of 2008 (CPA). These rights include, but are not limited to:

•       The right to return unsafe or defective goods (Section 56 CPA).

•       The right to receive goods that match their description (Section 41 CPA).

•       The right to fair, honest, and transparent dealing by suppliers.

 

If you believe your consumer rights have not been upheld, you may contact the National Consumer Commission (NCC) at www.thencc.gov.za.

9. Contact Us

For all returns, refunds, and exchange enquiries, please contact our customer care team:

 

Email

info@adornorganics.co.za

 

Website

www.adornorganics.co.za

 

Response Time

Within 2 business days