1. Purpose and scope

This Returns and Refunds Policy explains when and how you may return products purchased from Naturology via the Website and how we handle refunds, exchanges and our money‑back guarantee.

This Policy must be read together with our Website Terms and Conditions. If there is any conflict, the provisions that offer you greater protection under applicable law will apply.

Nothing in this Policy is intended to limit your rights under any South African legislation that applies to consumer transactions.

2. General return conditions

For all returns (including money‑back guarantee claims), the following general conditions apply unless otherwise stated in this Policy or required by law:

• You must provide reasonable proof of purchase, such as an order confirmation, invoice or receipt.

• Returns must be initiated by the original purchaser or another person authorised by the original purchaser.

• Products must be returned to the address or via the courier method specified by us when you log your return.

• Products must be securely packaged for transport. We are not responsible for damage caused by inadequate packaging where you arrange your own courier.

• We reserve the right to inspect the returned products to verify eligibility for a refund or replacement.

3. Change‑of‑mind returns (unopened goods)

Because our products are cosmetic and personal care items, we generally cannot accept returns of opened or used goods for hygiene and safety reasons, unless they are defective or returned under our money‑back guarantee.

Subject to the above, and provided that no public health regulation prevents it, we may accept change‑of‑mind returns on unopened, unused products that are in their original, sealed packaging and resaleable condition, on the following basis:

• You must notify us within the period stated on the Website from the date of delivery if you wish to return an unopened product. If no specific period is stated, we will accept such returns within 14 calendar days of delivery.

• You are responsible for the cost of return shipping for change‑of‑mind returns, unless we expressly agree otherwise.

• Once we receive and inspect the returned products and confirm they are in resaleable condition, we will process your refund of the product price, less any delivery fees that were incurred on the original shipment where the law allows such deduction.

We reserve the right to decline change‑of‑mind returns that do not meet these criteria. This does not affect your rights in relation to defective goods.

4. Defective, unsafe or incorrect goods

If a product you receive is defective, unsafe, of poor quality, not fit for its intended purpose or does not match the description or sample on the Website, you may be entitled under South African consumer law to return it within the applicable period for repair, replacement or refund.

Examples include (without limitation):

• the product is leaking, contaminated, damaged or has expired on delivery

• the product ingredients listed differ materially from what is stated on the packaging or on the Website

• you received the wrong product or quantity.

Where you exercise your rights in good faith:

• We will arrange and pay for the return of the defective or incorrect product.

• We will inspect the product and, if we agree that it is defective or incorrect, we will, at your choice where the law permits, repair it, replace it or refund you the purchase price.

• If we determine that the defect is due to misuse, negligence or failure to follow instructions, we may decline the defect claim and, if appropriate and agreed with you, treat the request as a change‑of‑mind return instead.

Nothing in this Policy affects any non‑waivable statutory rights you may have in respect of defective or unsafe goods.

5. Money‑back satisfaction guarantee

We may, in relation to certain products, offer a voluntary money‑back satisfaction guarantee. Where a money‑back guarantee applies, it will be indicated on the relevant product page or in our marketing material.

The money‑back guarantee is subject to the following conditions and limits, in addition to any conditions stated on the product page:

• The guarantee applies to one unit only per household and per first‑time purchase of a specific product.

• For the purposes of the guarantee, “household” means a single residential address. Multiple individuals at the same address are treated as one household.

• Any order containing more than one unit of the same product is treated as a “bulk purchase”. For bulk purchases:

  • Only one opened unit of that product may be refunded under the money‑back guarantee.

  • All additional units of that product must be returned unopened, in their original packaging and in resaleable condition to qualify for a refund.

• For standard bulk returns that are not based on a defect claim under the law, you are responsible for the cost of return shipping.

• The guarantee is available only for first‑time purchases of a specific product by a household. If you have previously claimed the guarantee on that product, you will not be eligible to claim it again for the same product.

• You must notify us within the guarantee period specified on the product page or packaging that you are dissatisfied and wish to invoke the money‑back guarantee.

• We may request reasonable information about your use of the product and the reason for dissatisfaction to help us improve our products and service.

• For guarantee claims, we reserve the right to request the return of the product (including the opened unit) before issuing a refund. If we exercise this right, we will arrange and pay for collection. If we decide not to require a return, we may ask you to safely dispose of the remaining product.

We reserve the right to decline money‑back guarantee claims where there is reasonable evidence of:

• misuse of the product

• use contrary to instructions or warnings

• repeated refund requests by the same customer or household for different products

• suspected abuse or manipulation of the guarantee scheme.

The money‑back guarantee is a voluntary benefit and does not replace, limit or affect your statutory rights in relation to defective or unsafe products.

6. Bulk orders and commercial use

The Website is intended for consumer purchases. If you place bulk or wholesale orders or purchase products for resale, different terms may apply and our money‑back guarantee may not be available except as expressly agreed in writing.

For non‑defective bulk returns that are not covered by the money‑back guarantee:

• We may accept returns at our discretion.

• Only one opened unit of each product may be returned for refund where we agree to accept such a return.

• All other units must be unopened and in resaleable condition.

• You are responsible for the cost of return shipping.

7. How to log a return or guarantee claim

To log a return, defect claim or money‑back guarantee claim, please follow the steps below:

• Contact us at marnie@naturology.co.za or on 011 640 7185, providing your full name, order number, contact details and details of the product you wish to return.

• Indicate the reason for the return and whether you wish to claim in relation to a defect, a change of mind or the Naturology money‑back guarantee.

• We will respond with confirmation of eligibility, instructions, the return address and, where applicable, arrange collection.

Where you are responsible for return shipping, you may either use our preferred courier at the rate we specify or use your own reputable courier, at your cost.

8. Refunds, processing and timing

Once we receive your returned product and it has been inspected:

• If your return is approved, we will process your refund, replacement or repair as applicable.

• Refunds will be made to the original payment method wherever reasonably possible. If this is not possible, we may request your banking details to process an electronic funds transfer refund.

• Refund processing time may vary depending on your bank or payment provider, but we aim to process approved refunds within a reasonable period after approval.

We may partially approve a refund where only part of an order is returned or where some items do not qualify for refund (for example, opened units in a bulk purchase beyond the single unit allowed under the guarantee).

9. Non‑returnable items

Subject to applicable law and any health regulations, the following are generally not returnable unless they are defective or we specifically agree otherwise:

• products that have been opened, used or partially used (other than the single opened unit allowed under the money‑back guarantee)

• products that have been tampered with or altered

• products not purchased directly from the Naturology Website

• products returned outside applicable timeframes.

If we receive a non‑returnable item, we may return it to you at your cost.

10. Abuse of returns and guarantee policies

We reserve the right to monitor patterns of returns and guarantee claims. Where there is reasonable evidence of repeated, excessive or fraudulent returns or abuse of the guarantee, we may:

• decline further voluntary returns or guarantee claims from that customer or household

• close or restrict the relevant customer account.

We will not use this right to deny lawful rights in relation to defective or unsafe goods.

11. Changes to this Policy

We may amend this Returns and Refunds Policy from time to time. The latest version will be made available on the Website with an updated “Last updated” date.

Where required by law, we will honour the version of the Policy in place at the time you placed your order.

12. Contact details

If you have any questions about this Returns and Refunds Policy, please contact:

• The Decor Connection (Pty) Ltd trading as Naturology

• Address: 33 Carisbrook Street, Sydenham, Johannesburg, 2192, South Africa

• Telephone: 011 640 7185

• Email: marnie@naturology.co.za