Refund & Returns Policy
At Every Natural, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we are here to help.
1. Return Eligibility
You may request a return, exchange, or refund in accordance with the South African Consumer Protection Act, subject to the conditions below.
To qualify for a return or exchange:
The request must be made within the applicable return period.
The product must be returned in its original condition, with all original packaging, labels, and accessories (where applicable).
You must provide valid proof of purchase (such as your order confirmation or receipt).
2. Change of Mind Returns
If you change your mind after receiving your order, we may, at our sole discretion, accept a return provided that:
The product is unused, unopened, and in its original saleable condition.
The return request is made within 7 days of delivery.
The customer is responsible for the return shipping costs unless otherwise agreed.
Please note that original shipping charges are non-refundable.
3. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, expired, or different from what you ordered, please contact us within 7 days of receiving your order.
Where applicable, we may request photographs of the product and packaging before approving the return.
Once the issue has been verified, we will, in accordance with the Consumer Protection Act:
Replace the product;
Exchange the product; or
Issue a full refund.
In these cases, Every Natural will cover the reasonable return shipping costs.
4. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns of products that have been:
Opened or used;
Tampered with after delivery;
Damaged through misuse or improper storage;
Returned without their original packaging where the packaging is necessary for resale or hygiene purposes.
This does not affect your statutory rights where a product is defective or not of acceptable quality.
5. Refunds
Once your returned product has been received and inspected, we will notify you of the outcome of your refund request.
If approved, refunds will be processed using the original payment method where reasonably possible.
Please allow 5–10 business days for the refund to reflect in your account. Processing times may vary depending on your bank or financial institution.
6. Exchanges
Where stock is available, eligible products may be exchanged for the same item or another product of equal value. If there is a price difference, the customer will be required to pay the balance or will receive a refund for the difference, as applicable.
7. How to Request a Return
To request a return, exchange, or refund, please contact our customer support team before sending any products back.
Email: info@every-natural.com
WhatsApp: +27 76 734 1689
Please include:
Your order number
Your proof of purchase
A brief description of the issue
Photographs of the product (if damaged, defective, or incorrect)
Our team will provide you with the next steps and return instructions.
8. Consumer Rights
Nothing in this Refund & Returns Policy limits or excludes any rights you may have under the South African Consumer Protection Act or any other applicable law.
This version is customer-friendly, legally aligned with South African consumer law, and appropriate for an online cosmetics and hair care business. It also distinguishes between change-of-mind returns (which are discretionary) and faulty products (which are protected under the CPA).
