Return & Refund Policy

Effective Date: August 2026

At HyloHerb, we want you to love your purchase. This Return & Refund Policy explains your rights and our procedures regarding returns, refunds, replacements, and defective products. This policy complies with applicable South African consumer legislation, including the Consumer Protection Act 68 of 2008 ("CPA"). Where the CPA grants consumers rights that cannot legally be excluded, those rights will always apply.

1. Change of Mind Returns

If you change your mind after receiving your order, we may accept a return as a goodwill gesture, subject to the following conditions:

• The return request is submitted within 10 days of delivery.
• The product is unused, unopened, and in its original condition.
• All original packaging, accessories, labels, manuals, and protective materials are included.
• The product shows no signs of installation, wear, misuse, damage, or alteration.

Please note:

• Return shipping for change-of-mind returns is the customer's responsibility.
• Original shipping fees are non-refundable.
• We reserve the right to charge a reasonable restocking fee where permitted by law if the returned item is not received in its original saleable condition.
• Returns that do not meet these conditions may be refused.

2. Hygiene Products

For the protection of all customers, products that have been used or installed in a bathroom environment cannot be returned for hygiene reasons unless they are defective or required to be accepted under South African law.

A product will be considered used if:

• protective seals have been removed;
• toothpaste, toothbrushes, or personal hygiene items have been inserted;
• the product has been mounted or installed;
• there are signs of water exposure, cleaning products, or normal use.

3. Defective or Faulty Products

Under the Consumer Protection Act, consumers are entitled to return products that are defective, unsafe, or fail to meet reasonable quality standards within 6 months after delivery. In these circumstances, you may choose one of the following remedies:

• A repair
• A replacement or
• A full refund.

HyloHerb will honour these rights as required by South African law.

This warranty does not cover:

• accidental damage;
• misuse or abuse;
• incorrect installation;
• improper maintenance;
• normal wear and tear;
• cosmetic damage that does not affect functionality;
• modifications or repairs performed by anyone not authorised by HyloHerb.

Where a returned product is inspected and found not to be defective, it may be returned to the customer at the customer's expense.

4. Products Damaged During Delivery

If your parcel arrives damaged:

• Notify us within 48 hours of delivery.
• Keep all original packaging.
• Provide photographs of the product, packaging, and shipping label.

We may require these photographs before approving a replacement or refund.

5. Incorrect Items

If you receive the wrong product, please contact us within 7 days of delivery.

Once verified, we will arrange collection where necessary and send the correct item or provide a refund if a replacement is unavailable.

6. Non-Returnable Items

Unless required by law, we cannot accept returns for:

• products damaged through misuse;
• products damaged by improper installation;
• products altered or modified after delivery;
• products missing major components or accessories;
• products intentionally damaged;
• products returned without prior authorisation where such authorisation is reasonably required for processing.

7. Return Process

To request a return, please contact our customer support team and include:

• Your order number;
• Your full name;
• Photographs (where applicable);
• A description of the issue.

Do not return products without receiving return instructions from us.

Unauthorised returns may delay processing.

8. Refunds

Once your returned product has been received and inspected, we will notify you of the outcome.

If approved:

• Refunds will be processed using the original payment method whenever reasonably possible.
• Refunds normally take 5–10 business days, depending on your bank or payment provider.

Shipping charges are generally non-refundable unless:

• required by South African law;
• we shipped the incorrect product; or
• the product was defective upon delivery.

9. Exchanges

Where stock is available, we may offer an exchange instead of a refund if requested by the customer or where agreed between both parties.

If the requested replacement is unavailable, an appropriate refund will be issued where required.

10. Proof of Purchase

A valid order number or proof of purchase may be required before processing any return, exchange, or warranty claim.

11. Fraud Prevention

HyloHerb reserves the right to refuse returns or refunds where there is reasonable evidence of:

• fraudulent activity;
• abuse of the returns process;
• repeated unreasonable return requests;
• false warranty claims; or
• intentional damage.

Nothing in this clause limits any rights provided under the Consumer Protection Act.

12. Consumer Rights

Nothing in this policy excludes, restricts, or limits any rights that consumers may have under the Consumer Protection Act 68 of 2008 or any other applicable South African law.

Where this policy conflicts with mandatory provisions of South African law, the applicable legislation will prevail.

Contact Us

HyloHerb                                                                                            Email: support@hyloherb.co.za

Website: www.hyloherb.co.za