Terms of Service

Terms of Service

TERMS & CONDITIONS OF SALE

OVERVIEW

This website is operated by East Side Chem t/a Refined Naturals. Throughout the site, the terms “we”, “RFND”, “us” and “our” refer to Refined Naturals. Refined Naturals offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing something from us, you engage our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

This website is run by East Side Chem based in South Africa trading as Refined Naturals with registration number 2021/539289/07

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Description of Goods and Services
At Refined Naturals, we are suppliers of premium, natural skincare and beauty ingredients to the South African Market.

SECTION 1 – ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least 18 years of age.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 – GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve

(a) transmissions over various networks; and

(b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

Country of domicile
This website is governed by the laws of South Africa and Refined Naturals for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature.

SECTION 3 – ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 – MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 – PRODUCTS OR SERVICES

All products or services are available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any color will be accurate, pictures are for representation purposes only.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

A description of the main characteristics of goods can be found on the product pages of the Website.

Prices for goods on the Website appear on the product pages and include all applicable taxes.

Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods, and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered, we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.

Refined Naturals is under no obligation to sell incorrectly priced goods to you at the incorrect price.

Some offers carry a maximum quantity per customer. If this is applicable, this is detailed on the individual offer.

SECTION 6 – ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed. For more detail, please review our Returns Policy.

Payment options
Payment may be made via Visa, MasterCard or American Express Cards, by bank transfer into the Refined Naturals bank account or payments can also be made with selected crypto currencies, the details of which will be provided on request.

Card acquiring and security
Card transactions will be acquired for Refined Naturals via PayGate (PTY) LTD who are the approved payment gateway for all South African online platforms and Acquiring Banks. PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.

Fraud Prevention
To help us prevent fraud, orders of *R10000 Rands or more may require a landline telephone number. Card fraud is illegal, and perpetrators will be prosecuted.

Customer details separate from card details
Customer details will be stored by Refined Naturals separately from card details which are entered by the client on PayGate’s secure site. For more detail on PayGate refer to www.paygate.co.za.

SECTION 7 – THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 8 – USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 9 – PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

Customer Privacy policy
Refined Naturals shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from:

http://www.polity.org.za/attachment.php?aa_id=3569.

SECTION 10 – ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 11 – PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 12 – DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Refined Naturals, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

Warranty and limitation of our liability

If Refined Naturals fails to comply with these terms and conditions, Refined Naturals shall only be liable to you for the purchase price of the goods.

Refined Naturals will not be liable for losses that result from its failure to comply with these terms and conditions that fall into the following categories:

(a) loss of income or revenue.
(b) loss of business.
(c) loss of profits.
(d) loss of anticipated savings.
(e) loss of data; or
(f) waste of management or office time.

Nothing in these terms and conditions is intended to exclude or limit Refined Naturals ‘s liability for:

(a) death or Personal injury caused by Refined Naturals ‘s negligence.
(b) fraud or fraudulent misrepresentation.
(c) any breach of the obligations implied by section 12 of the Sale of Goods Act 1979.
(d) defective products under the Consumer Protection Act 1987;
(e) any other matter for which it would be illegal for Refined Naturals to exclude or attempt to exclude its liability.

Whilst Refined Naturals adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.

Nothing in these terms and conditions is intended to affect your statutory rights.

Events outside our control

Refined Naturals will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside Refined Naturals ‘s reasonable control (a “Force Majeure Event”). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond Refined Naturals ‘s reasonable control and includes (without limitation) the following:

(a) Strikes, lockouts or other industrial action;
(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
(e) Impossibility of the use of public or private telecommunications networks; or
(f) The acts, decrees, legislation, regulations, or restrictions of any government.

In the event of a Force Majeure Event, Refined Naturals ‘s performance is deemed to be suspended for the period that the Force Majeure Event continues, and Refined Naturals will have an extension of time for performance for the duration of that period. Refined Naturals will use its reasonable endeavors to bring the Force Majeure Event to a close or to find a solution by which its obligations to you may be performed despite the Force Majeure Event.

SECTION 13 – INDEMNIFICATION

You agree to indemnify, defend and hold harmless Refined Naturals and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 14 – SEVERABILITY

Each provision of these terms shall be construed separately and independently of each other. If any provision is deemed invalid, void or otherwise unenforceable, that provision shall be deemed severable from and shall not affect the enforceability of any of the other provisions of these terms.

SECTION 15 – TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 16 – ENTIRE AGREEMENT

Our failure to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 17 – DISCLAIMER

You agree by using this site, you are at least 18 years age & agree that Refined Naturals directors & it’s subsidiaries can in no way be held responsible for under 18’s using this site. You agree by purchasing the products from this site, you are taking responsibility upon yourself to make sure of the safe use of these products & to keep them away from minors. The products on this site have not been approved for cessation & may be harmful if ingested, you agree to use these products solely at your own risk & are fully aware of the risks involved with our products and services.

SECTION 18 – CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

Refined Naturals may, in its sole discretion, change this agreement or any part thereof at any time without notice.

SECTION 19 – CONTACT INFORMATION

Questions about the Terms of Service should be sent to us via Email

SECTION 20 – Return and Refunds policy

The provision of goods and services by Refined Naturals is subject to availability. In cases of unavailability, Refined Naturals will refund the client in full within 7 working days. Cancellation of orders by the client will attract a 20% handling fee if the order has been prepared and dispatched and no returns will be accepted for non-stock items and special orders. Due to the nature of our business, we cannot return liquid products which have been opened/ seal broken. Refined Naturals is a supplier & not a manufacturer, we will not be held responsible for flavor variations from manufacturers as taste is subject and flavor aromas may differ from batch to batch in terms of colour, viscosity and taste. Clients are urged to make a small batch for testing before making a big batch. If an issue does occur, this need to be brought to our attention before continuing mixing.

Essential Oils Return Policy

Refined Naturals will not accept any returns on, & essential oils based purely on Personal Scent Expectations. Any modification to flavour concentrates or Essential Oils will render any form of return or refund null & void. Scents are very subjective and may vary from person to person.

Usage of essential oils outside the permitted or intended use renders the warranty void. These products carry no warranty.

Hardware Warranty Policy

Please note that our hardware and rechargeable batteries although made to the highest quality, are functional devices that may fail or degrade over a period of time, especially if they are in constant use.

Below are the terms under which your electronic hardware is covered under our manufacturer’s warranty, in the unfortunate case of having to return a device that is not functioning normally:

Electronic devices carry a six-month warranty. Warranties will be voided if any physical damage is present on the device (scratches, chips and/or dents), any USB ports are broken or damaged and the button is pushed in or damaged due to poor use by the consumer. All parts and packaging need to be accounted for in order for warrantee to be fulfilled.

This warranty does not cover clearance/discounted/refurbished products and consumable items.

Defects caused by normal wear and tear or otherwise due to the normal aging of the product will not be considered for replacement or If the warranty period has expired, no replacement or credit will be provided (Warranty period is valid for 6 months)

Gift cards

Gift Cards can be redeemed by South African customers only, online at Refined Naturals and in branches of Refined Naturals located in the South Africa only). Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 12 months after purchase. Any balance remaining after expiration of the validity period will be cancelled.

Gift Cards cannot be used to buy further Gift Cards and cannot be used to purchase goods for delivery outside of South Africa.

Any Glass product carry a six-month warranty, please make sure to check that the product is in perfect condition before leaving the store or receiving your order, this is subject to the product being defective and the warranty will be void if any physical damage is present and caused by the misuse of the product.

NB: Warranty claims require 7 working days to process. All products are sent for extensive testing before a warranty can be fulfilled and a replacement/credit be given.

The following Conditions apply:

Please ensure you retain your receipt as this must be presented when making a claim under the terms of the guarantee. It is impossible to determine the guarantee period without proof of purchase, so please keep this safe

If a credit or exchange is required the product must be complete with all accessories, parts, packaging, and missing parts will render the guarantee void.

Upon receipt of your device, check it for any damage to ensure it is safe for use. Return it to the store as soon as possible for exchange if the guarantee is void if products are damaged after use, so please do not use the damaged product.

Failure to read and comply with the instructions for use, cleaning, and maintenance will render your guarantee void, so please read these instructions carefully to ensure your safety, and to get the most effective use from the

Any abuse, negligent, improper, or accidental use or care will render the guarantee void, and Refined Naturals will not be liable for any loss or any attempted repair, modify, or replace unauthorized parts will render the guarantee

NB: The guarantee on replaced products will be from the original date of purchase and not from when the date replacement was

Refund Policy

Refunds will only be made in the case of a product being shipped back to us within 7 days of purchase in unused and perfect condition provided that there is proof that it was purchased from us. No cash refunds will be given out for warranties, in the case of there being a warranty we are able to offer store credit or a swap out for a product of the same value, if the customer chooses something of higher value, they are responsible for the extra cost. All parts need to be accounted for in order to fulfill the warranty.

Personal use products cannot be returned due to health concerns, unless the above-mentioned products have a manufacturer’s fault, we will not accept any returns on them.

In the case of a refund please send the following information to us

Proof of Purchase – Please ensure you retain your receipt as this must be presented when making a claim.

Bank Details – Bank Name, Branch, Branch Code, Type of Account and Account number.

Please include some insight as to why we need to refund, which product we are refunding

PLEASE NOTE: Refunds can take up to 7 working days to process and please remember depending on your bank the money can take a few days to reflect into your account, please do not forward any returns to our warehouse address without getting prior approval.

SECTION 21 – Order Cancellation

Cancellation period for Online Purchases

Your order can be canceled for a full refund* if your order has not been packed/ shipped out. Your order can be cancelled and returned for a full refund within 10 days of purchase provided the following conditions are met:

– Product and product packaging are still in original condition
– Liquid products must still be sealed (as originally supplied) and not tampered with.
– Product is not custom-made or mixed, special-order item or any item which has been adapted for a client.

The courier return fee will be for the clients account, unless an incorrect/ damaged product needs to be returned, in which case we will cover the return fee to the respective courier.

Can I cancel any item that I order?

Within the cancellations period, you can cancel any item ordered online in accordance with the terms in this section, apart from:

  • personalized or bespoke items (including but not limited to made-to-spec/order goods);
  • any items that deteriorate or expire rapidly.
  • any items that are sealed for health protection or hygiene reasons if you have unsealed them.
  • any items that have been inseparably mixed after delivery unless they are faulty, damaged upon delivery, or incorrect.

Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.

How do I notify you that I want to cancel my order?

For items returned within the cancellation period or products that require testing, exchange, or repairs you may notify us via email or phone call.

Please give a clear statement on what help you require and provide related information which includes your name, order number, address, details of the order you wish to cancel, and some contact information such as a telephone number or email address.

How do I send my items back?

Once you have notified us of a return, refund the item, or exchange via email. You will receive a reply with further instructions on how to return the items or a phone call from a representative to assist you in resolving your claim.

How much money will be refunded to me?

Refined Naturals will refund you in full for any items you return within the prescribed timeframe and original condition but will deduct the shipping cost as this cost is paid to 3rd party couriers on the date of delivery.

If an item/ product packaging is not in original condition, we reserve the right to reject the claim and return the item. If an item can still be salvaged/ resold, a handling fee of up to 30% may be charged.

Refined Naturals will refund you, using the same payment method originally used by you to make the payment unless you have agreed otherwise. You will be refunded no later than 14 days after the day Refined Naturals receives your return unless there is further communication/ clarity needed on the claim or the refund delay is with a 3rd party payment processor.

Returning items that have been sent out incorrectly or damaged in transit.

If an item has been sent out incorrectly or damaged in transit**. Please send us an email or get in touch with us via phone within 48 hours of delivery. This will allow us to resolve the issue in a timely manner.

In the case of receiving an incorrect item, the returned item will be collected by the courier at our cost and a replacement/ correct product will be shipped out to you once we’ve received the incorrect item.

Items need to be in the original packaging where it form part of the goods, for example, boxed hardware items. You have an obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, Refined Naturals reserves the right to reject your return.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) Refined Naturals has received back. If a refund or reimbursement is payable to you, Refined Naturals will transfer the money using the same method originally used by you unless otherwise agreed.

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), Refined Naturals will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.

Refined Naturals aims to process all returns as quickly as possible, and you should receive confirmation of your claim within 2 working days. If you have not received a reply to your email, please get in touch with us via phone so we can resolve your claim without delay.

Returns address.

Refined Naturals
19 Atlas Road, Atlas Business Park, Unit F6
Boksburg, South Africa, 1459
To: Returns and Refunds

+27 83 383 9150

Refined Naturals will examine the returned items and notify you of your refund or repair or replacement via email within a reasonable period (under 5 working days)

Refined Naturals will process any refund due to you as soon as possible and, in any case within 7 days after Refined Naturals confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment unless agreed otherwise.

If you have a query about returning goods, please contact us for further information.

SECTION 22 – Delivery Policy

South African Delivery options

Delivery is done via 3rd party courier to your door/ closest depot. We will not be held responsible for any courier delays, as this service is out of our control, however we will liaise with the courier company (should there be delays or damages on your shipment) to resolve any issues.

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the Area of delivery, the Quantity, Dimensions & Weight of goods ordered.

Delivery charges will be confirmed to you before your order is accepted.

If your order is particularly heavy, it may be subject to extra delivery charges, or a more feasible delivery option will be used. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.

Please note we are currently unable to deliver to PO Boxes.

If you are not available to collect and sign on the courier’s first visit, they may leave it at a neighboring address. The couriers will attempt re-delivery up to a maximum of three (3) times and if delivery is not successful after the third attempt, they will return the goods to Refined Naturals. Refined Naturals reserves the right to re-charge the delivery cost for re-delivery.

Please see our shipping page for rates and lead times.

Exports

The offering on this website is available to South African clients as well as international clients.

Some items cannot be shipped internationally due to shipping or customs restriction.

It is the responsibility of the buyer to make sure these products are allowed entry into their respective country, as well as any customs charges & duties which may be imposed on the purchased products. We will not refund/ be held responsible for items detained by customs, couriers, border police or any other agency. We will not devalue invoices or disguise items on behalf of clients.

Allergen Disclaimer

Refined Naturals supplies products which may contain the following allergens:

Propylene Glycol, Glycerine, Nuts, Soy, Dairy, Eggs, metals, and Wheat.

We cannot guarantee that any of our products are safe for consumption by individuals with any form of allergies.

There is always risk of contamination in production and supply chain & we urge you to take caution or do an allergy test before using any of the products we supply.

If any adverse reactions occur, discontinue use immediately and seek medical assistance.

We will not be held responsible for any allergic reactions occurring from products we stock, as many of our products are for professional manufacturers only & end consumers who are fully aware of the risks associated with using these types of products.

Please contact us if you have any questions about our ingredients or products.

Medical Information or Advice

At Refined Naturals, we want to emphasize that we do not provide or offer any medical advice or diagnoses. The content on our website is not intended to be a substitute for professional medical advice, diagnosis, or treatment. It is important to always consult with your physician or other qualified health provider regarding any medical condition or health-related concerns. Please do not disregard professional medical advice or delay in seeking it based on information you have read on the Refined Naturals website.

Prior to making any changes to your supplement regimen or utilizing any health-related information, it is crucial to consult with your physician or healthcare professional. If you suspect that you have a medical condition, it is vital to contact your healthcare professional for proper evaluation and guidance. Please note that the information and statements provided on our site are for informative purposes only and are not intended to diagnose, treat, or prevent any disease or health condition.

Please be aware that the use of our website’s contents may be prohibited in certain jurisdictions where the law restricts the effectiveness of this disclaimer.