Refund and Returns Policy -

Pharma Direct Holdings (Pty) Ltd
Returns, Refunds and Exchanges Policy
Effective Date: April 2021, Revied June 2026
Pharma Direct Holdings (Pty) Ltd (“Pharma Direct”, “we”, “our”, or “us”) is committed to providing quality complementary health, wellness, nutritional, personal care, and natural health products.
This Returns, Refunds and Exchanges Policy is governed by the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and all other applicable South African legislation.

1. Our Commitment to Quality
We take pride in supplying products that meet high standards of quality, safety, and efficacy. Customers are entitled to receive products that are:
Safe and of good quality;
Free from manufacturing defects;
Suitable for their intended purpose;
Properly packaged and labelled.
Should a product fail to meet these standards, customers may be entitled to a refund, replacement, or exchange in accordance with South African consumer law.

2. Defective or Damaged Products
If a product is defective, contaminated, damaged prior to delivery, incorrectly labelled, or otherwise unsuitable for its intended use, the customer must notify Pharma Direct as soon as reasonably possible.
In accordance with Section 56 of the Consumer Protection Act, defective products may be returned within six (6) months from the date of delivery.
Upon verification of the defect, the customer may elect to receive:
A full refund;
A replacement product; or
An exchange for an equivalent product.
Pharma Direct reserves the right to inspect or assess the product before approving a claim.

3. Incorrect Orders
If the customer receives: The wrong product;
An incomplete order; An incorrect quantity;
A product materially different from what was ordered;
Pharma Direct must be notified within seven (7) days of delivery by means of email or website contact form.
Upon verification, Pharma Direct will: Replace the product;
Supply the missing items; or Issue a refund where appropriate.
All reasonable return shipping costs in such instances will be borne by Pharma Direct.

4. Cooling-Off Rights for Online Purchases
Customers purchasing products through our website may cancel an order within seven (7) days of receiving the goods in accordance with Section 44 of the Electronic Communications and Transactions Act.
To qualify for a cooling-off return:
Products must remain unopened;
Original seals must be intact;
Packaging must be undamaged;
Products must be in a resalable condition.
Where a valid cooling-off cancellation is exercised, Pharma Direct will refund the purchase price within thirty (30) days after receiving the returned goods.
The customer will be responsible for return shipping costs unless otherwise required by law.

5. Health, Wellness and Consumable Products
For health, hygiene, and consumer safety reasons, Pharma Direct cannot accept returns of products that have been opened, consumed, used, or tampered with unless the product is defective.
This includes but is not limited to:
Nutritional supplements;
Vitamins and minerals;
CBD oils and tinctures;
Capsules, tablets, powders and sachets;
Protein supplements and sports nutrition products;
Herbal and botanical products;
Personal care products;
Skin care products;
Intimate wellness products;
Pet wellness products;
Functional foods and beverages;
Any product protected by a tamper-evident seal once that seal has been broken.
This policy protects the health and safety of all consumers and complies with applicable health and consumer protection regulations.

6. Products Not Eligible for Return
Returns will generally not be accepted where:
Products have been opened or used;
Protective seals have been broken;
Products have been partially consumed;
Products have passed their expiry date after delivery;
Damage resulted from misuse, neglect, improper storage, or failure to follow usage instructions;
Products were purchased on clearance, promotion, or marked as non-returnable;
Products were specially ordered for a customer;
No proof of purchase can be provided.
Nothing in this clause limits a consumer’s rights in respect of defective goods under the Consumer Protection Act.

7. Refunds
Approved refunds will be processed using the original payment method where reasonably possible.
Refunds may take between five (5) and fifteen (15) business days to reflect depending on banking institutions and payment providers.
Delivery charges are generally non-refundable except where:
The product supplied was defective;
The incorrect product was delivered;
The return results from an error by Pharma Direct.

8. Exchanges
Subject to stock availability, Pharma Direct may permit exchanges of unopened and unused products within seven (7) days of delivery.
Products presented for exchange must:
Be unopened;
Retain all original packaging;
Have intact safety seals;
Be in a resalable condition.
Any price difference between exchanged products shall be payable or refundable as applicable.

9. Return Procedure
To request a return, exchange, or refund, customers should:
Step 1
Contact Customer Support and provide:
Full name;
Order number;
Proof of purchase;
Description of the issue;
Photographs where relevant.
Step 2
Await written confirmation and return instructions from Pharma Direct.
Step 3
Return the product in accordance with the instructions provided.
Step 4
Upon inspection and approval, Pharma Direct will process the agreed remedy.

10. Proof of Purchase
All return, exchange, and refund requests must be supported by:
A valid tax invoice;
Proof of payment; or
An official order confirmation.

11. Limitation Regarding Product Outcomes
Complementary health products, nutritional supplements, herbal products, CBD products, wellness solutions, and personal care products may affect individuals differently.
Pharma Direct does not guarantee specific health outcomes, wellness improvements, weight loss, performance enhancement, or therapeutic results unless expressly required by law.
Returns will not be accepted solely because a customer did not experience their desired or expected result from a product, provided the product supplied was not defective.

12. Consumer Rights
Nothing contained in this policy shall limit or exclude any rights afforded to consumers under:
The Consumer Protection Act 68 of 2008;
The Electronic Communications and Transactions Act 25 of 2002;
Any other applicable South African legislation.
Where any provision of this policy conflicts with applicable law, the applicable law shall prevail.

13. Contact Details
Pharma Direct Holdings (Pty) Ltd
Customer Support
Email: support@pharmadirect.co.za
Website: www.pharmadirect.co.za
Business Hours:
Monday to Friday
08:00 – 17:00 (South African Time)