Refund Policy

1. Product Availability

The provision of goods and services by Refined Naturals is subject to availability.

In the event that a product is unavailable after payment has been made, Refined Naturals will refund the client in full within 7 working days.

2. Order Cancellations

  • Cancellation of orders by the client may attract a 20% handling fee if the order has already been prepared or dispatched.
  • No returns will be accepted for:
    - Non-stock items
    - Special orders
  • Due to hygiene and safety standards, liquid products that have been opened or have had their seals broken cannot be returned.

3. General Returns Policy

Refunds will only be processed if:

  • The product is returned within 7 days of purchase
  • The product is unused, unopened, and in perfect condition
  • Proof of purchase is provided

Personal-use products cannot be returned due to health and safety regulations unless the product has a confirmed manufacturer defect.

Please do not send any returns to our warehouse without prior written approval.

4. Refund Process

To request a refund, please email the following information:

  • Proof of Purchase (receipt or invoice)
  • Bank Details:
    - Bank Name
    - Branch
    - Branch Code
    - Account Type
    - Account Number
  • Reason for refund
  • Product name(s) being refunded

Please note:

  • Refunds may take up to 7 working days to process.
  • Depending on your bank, funds may take additional time to reflect.
  • No cash refunds will be issued for warranty claims.

5. Store Credit & Exchanges

For approved warranty claims:

  • Store credit or product replacement of equal value will be offered.
  • If a customer selects a higher-value product, the price difference must be paid.
  • All accessories, packaging, and parts must be returned.
  • Missing components will render the warranty void.

6. Essential Oils & Fragrance Products

Due to the subjective nature of scent:

  • Refined Naturals will not accept returns on essential oils or fragrance concentrates based on personal scent preference.
  • Scents may vary from batch to batch in colour, viscosity, and aroma.
  • Any modification to essential oils or flavour concentrates voids eligibility for return or refund.
  • Products used outside their intended purpose void any warranty.

We strongly recommend testing small batches before full production.

Any concerns must be raised before continuing further mixing or production.

7. Manufacturer Variations Disclaimer

Refined Naturals is a supplier and not the manufacturer of certain products.

We are not responsible for flavour or aroma variations originating from manufacturers. Variations in colour, viscosity, or scent may occur between batches.

8. Hardware Warranty Policy

Electronic devices carry a 6-month manufacturer warranty.

Warranty coverage applies to functional defects only.

The warranty will be void if:

  • Physical damage is present (scratches, chips, dents)
  • USB ports are broken or damaged
  • Buttons are pushed in or damaged due to misuse
  • The product shows signs of abuse, negligence, improper handling, or attempted repair
  • Parts, accessories, or packaging are missing

The warranty does not cover:

  • Clearance, discounted, or refurbished products
  • Consumable items
  • Normal wear and tear
  • Damage caused by failure to follow usage or cleaning instructions

Warranty claims require 7 working days for testing and processing.

Replacement products remain under warranty from the original purchase date, not the replacement date.

9. Glass Products Warranty

Glass products carry a 6-month warranty against manufacturer defects only.

Customers must inspect products upon receipt.

Physical damage caused after delivery or misuse will void the warranty.

10. Gift Cards

  • Valid for 12 months from date of purchase.
  • Redeemable only within South Africa (online and in-store).
  • Cannot be refunded, exchanged for cash, or used to purchase other gift cards.
  • No cash change will be given.
  • Lost, stolen, or damaged cards will not be replaced.
  • Cannot be used for international delivery.

11. Important Conditions

  • Original proof of purchase is required for all claims.
  • Products must be returned complete with all original packaging and components.
  • Damage occurring after use will void the warranty.
  • Failure to follow product instructions voids the guarantee.

12. Processing Time

All warranty and refund claims require up to 7 working days for assessment and processing.