Returns & Refund Policy
1. Introduction
This Returns & Refund Policy outlines the conditions under which products purchased from Solace Supplements (Pty) Ltd (“Solace”, “we”, “us”, or “our”) may be returned, refunded, or replaced. This policy is aligned with applicable South African consumer protection legislation.
2. Order Cancellations
Orders may be cancelled before dispatch from our premises.
If cancelled prior to shipment, a full refund will be issued.
Once an order has been dispatched, it is no longer eligible for cancellation.
3. Returns Eligibility
A return request will only be considered if:
The product was received damaged, defective, or tampered with, and
The issue is reported within 48 hours of delivery, and
The product remains in its original packaging, with all contents intact.
We reserve the right to decline returns that do not meet these conditions.
4. Non-Returnable Items
The following items are not eligible for return or refund:
Opened or used products
Products with removed or damaged packaging
Products purchased through third-party retailers or distributors (e.g., Takealot or other partners)
Discounted or promotional items (unless defective)
5. Damaged, Defective, or Incorrect Items
If you receive a product that is:
Damaged in transit
Defective
Incorrect (wrong item delivered)
You must:
Notify us within 48 hours of delivery
Provide:
Proof of purchase
Photographic evidence of the issue
Retain the product in its original condition until further instructions are provided
Once verified, we will, at our discretion:
Replace the product, or
Issue a refund
6. Lost or Delayed Shipments
If your order has not arrived within:
7 working days (local deliveries)
4 weeks (international deliveries)
Please contact us.
If we are unable to trace the shipment:
A replacement order will be issued, or
A full refund will be processed
7. Return Process
Where a return is approved:
You may be required to return the item to our designated address
Return shipping costs will:
Be covered by Solace if the return is due to our error (defective/damaged/incorrect item)
Be borne by the customer if otherwise agreed
We strongly recommend using a trackable courier service, as we are not responsible for items lost during return transit.
8. Refunds
Refunds will only be processed once:
The returned item has been received and inspected, or
Sufficient proof of defect/damage has been accepted
Refunds will be processed:
To the original payment method, and
Within 7–14 business days
Shipping fees are non-refundable, unless the return is due to an error on our part.
9. Processing Time
Returns and refunds may take up to 14 business days to process after approval.
10. Third-Party Purchases
If your purchase was made through a third-party platform (e.g., Takealot):
You must follow that platform’s returns and refund policy
Solace Supplements will not process returns or refunds for third-party purchases directly
11. Policy Updates
Solace Supplements (Pty) Ltd reserves the right to amend this policy at any time. Any changes will take effect immediately upon publication on our website.
12. Contact Information
For all return and refund queries, please contact:
Email: info@solacehealth.co.za
Business Name: Solace Supplements (Pty) Ltd
Website: www.solacehealth.co.za
