Last Updated: March 26, 2026
1. Introduction
At REMEDIX, we are committed to your satisfaction and stand behind the quality of our products. This Refund and Returns Policy outlines your rights and our obligations regarding returns, refunds, and exchanges.
This policy applies to all products purchased directly from our website at remedix.co.za. If you have any questions about this policy, please contact us before making a purchase.
Contact Information:
- Email: info@remedix.co.za
- Business Hours: Monday – Friday: 9:00 AM – 6:00 PM | Saturday: 10:00 AM – 2:00 PM
2. Your Rights Under South African Consumer Law
As a consumer in South Africa, you have specific rights under the Consumer Protection Act 68 of 2008 (CPA) . This policy is designed to be compliant with the CPA and provides you with protections beyond our standard policy.
2.1 Key Consumer Rights
| Right | Description |
|---|---|
| Right to Quality Goods | Products must be of good quality, in good working order, and free from defects |
| Right to Return | You may return goods within 30 days for a refund or replacement under certain conditions |
| Cooling-Off Period | For direct marketing purchases, you have a 5-day cooling-off period to cancel without penalty |
| Right to Safe Goods | Products must be safe for their intended use |
3. 30-Day Return Policy
We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return unopened, unused products within 30 days of delivery for a full refund (excluding shipping costs).
3.1 Eligibility Criteria
To be eligible for a return:
| Requirement | Details |
|---|---|
| Timeframe | Within 30 days of the delivery date |
| Condition | Product must be unopened, unused, and in its original packaging |
| Proof of Purchase | Order number or proof of purchase must be provided |
| Return Authorization | Contact us for return authorization before shipping |
3.2 Non-Returnable Items
The following items cannot be returned:
- Opened or used products (for hygiene and safety reasons)
- Products purchased more than 30 days ago
- Products not purchased directly from our website
- Gift cards or promotional items
- Products damaged due to misuse or improper storage
4. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or incorrect, we will make it right at no cost to you.
4.1 Reporting Process
Contact us within 7 days of delivery with:
- Your order number
- Photos or videos clearly showing the damage, defect, or incorrect item
- A brief description of the issue
Email: info@remedix.co.za
4.2 Resolution Options
We will offer one of the following resolutions:
| Option | Details |
|---|---|
| Full Refund | Refund to original payment method |
| Replacement | Ship a replacement product at no additional cost |
| Store Credit | Credit for future purchases (plus a goodwill bonus) |
We will cover all shipping costs for returns related to damaged, defective, or incorrect products.
5. Return Process
5.1 Step-by-Step Instructions
- Contact Us
- Email info@remedix.co.za with your order number and reason for return
- We will respond within 1-2 business days with return authorization and instructions
- Package Your Return
- Place the product in its original packaging
- Include a copy of your order confirmation or packing slip
- Seal the package securely
- Ship Your Return
- Send the package to the address provided in the return instructions
- We recommend using a trackable shipping method
- Return shipping costs are the responsibility of the customer unless the return is due to our error
- Inspection & Processing
- Once we receive your return, we will inspect the product within 3-5 business days
- We will notify you via email of the approval or rejection of your refund
- Refund Issued
- Approved refunds will be processed within 7-10 business days
- Refunds are issued to the original payment method
5.2 Return Address
Upon contacting us, you will receive our return address. Please do not send returns without prior authorization.
6. Refund Processing
6.1 Refund Timeframes
| Stage | Timeframe |
|---|---|
| Return Shipping to Us | 3-7 business days (depending on location) |
| Inspection | 3-5 business days after receipt |
| Refund Processing | 7-10 business days after approval |
Total estimated refund time: 13-22 business days from the date you ship your return.
6.2 Refund Method
- Refunds will be issued to the original payment method used for the purchase
- Depending on your bank or payment provider, it may take additional time for the refund to appear in your account
- If the original payment method is no longer available, we will issue store credit
6.3 Partial Refunds
Partial refunds may be granted in the following circumstances:
- Products returned after 30 days
- Products with visible signs of use
- Products returned without original packaging
- Items damaged by the customer
7. Exchanges
If you received a defective or incorrect product and prefer an exchange, we will ship the correct product at no additional cost after receiving and inspecting the returned item.
For exchanges due to change of mind:
- You may exchange unopened products within 30 days
- You are responsible for return shipping costs
- You will be responsible for any price difference
8. Shipping Costs
| Scenario | Return Shipping Cost |
|---|---|
| Change of mind return | Customer pays return shipping |
| Damaged/defective product | REMEDIX pays return shipping |
| Incorrect item shipped | REMEDIX pays return shipping |
| Exchange (our error) | REMEDIX pays return shipping |
| Exchange (customer preference) | Customer pays return shipping |
Original shipping charges are non-refundable unless the return is due to our error.
9. Cancellations
9.1 Order Cancellation
You may cancel your order within 24 hours of placing it, provided it has not yet been processed for shipping.
To cancel an order:
- Email info@remedix.co.za with your order number and “CANCEL” in the subject line
- We will confirm cancellation and process a full refund within 3-5 business days
9.2 Cooling-Off Period (Direct Marketing)
If you purchased our products through direct marketing (email, phone, or text), you have a 5-day cooling-off period from the date of purchase to cancel without penalty, regardless of whether the product has been shipped.
10. Bulk Orders
For bulk or wholesale orders, separate return terms may apply. Please refer to your wholesale agreement or contact us directly for assistance.
11. International Returns
We currently only ship within South Africa. All returns must be shipped from a South African address. We do not process returns for international orders unless special arrangements have been made in advance.
12. Refund Exceptions
Refunds may be delayed or denied in the following circumstances:
- Incomplete returns: Missing original packaging or documentation
- Return not authorized: Returns sent without prior authorization
- Outside return window: Returns received after 30 days
- Non-returnable items: Opened or used products
- Unverified purchase: No proof of purchase available
13. How to Contact Us
For all return, refund, or exchange inquiries, please contact our customer service team:
REMEDIX
- Email: info@remedix.co.za
- Business Hours: Monday – Friday: 9:00 AM – 6:00 PM | Saturday: 10:00 AM – 2:00 PM
- Response Time: 1-2 business days
When contacting us, please have your order number ready to help us assist you quickly.
14. Dispute Resolution
If you are not satisfied with the resolution of your return or refund request, please contact us first to resolve the matter. If we are unable to reach a resolution, you may escalate your complaint to:
National Consumer Commission (South Africa)
- Website: www.thencc.gov.za
- Email: complaints@thencc.org.za
- Toll-Free: 0800 007 099
15. Changes to This Policy
We reserve the right to modify this Refund and Returns Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes constitutes acceptance of the revised policy.
We encourage you to review this policy periodically.
Summary of Key Points
| Topic | Key Information |
|---|---|
| Return Window | 30 days from delivery for unopened products |
| Damaged/Defective | Report within 7 days for free replacement or refund |
| Return Shipping | Customer pays for change of mind; we pay for our errors |
| Refund Processing | 7-10 business days after approval |
| Cancellation | Within 24 hours of order placement |
| Cooling-Off | 5-day cooling-off period for direct marketing purchases |
| Contact | info@remedix.co.za |
Quick Reference: Return Scenarios
| Scenario | Eligible? | Return Shipping | Refund Type |
|---|---|---|---|
| Changed mind, unopened | ✅ Yes (within 30 days) | Customer pays | Full refund (excl. shipping) |
| Changed mind, opened | ❌ No | N/A | Not eligible |
| Damaged in transit | ✅ Yes (within 7 days) | REMEDIX pays | Full refund or replacement |
| Defective product | ✅ Yes (within 30 days) | REMEDIX pays | Full refund or replacement |
| Incorrect item received | ✅ Yes (within 7 days) | REMEDIX pays | Full refund or replacement |
| Allergic reaction | Contact us | Case-by-case | Case-by-case |
This Refund and Returns Policy was last updated on March 26, 2026.