Refund and Returns Policy

Returns & Refunds Policy

Effective Date: 1 June 2025 | Version 1.0

We want you to feel completely confident when purchasing from MenoPoz. We stand behind every product we offer – and we want you to know exactly where you stand too.

Because our products are health supplements, specific return conditions apply to protect the safety and wellbeing of all our customers. This policy is designed to be clear, fair, and fully compliant with your rights under South African consumer law.

1. Governing Legislation

This policy is governed by and compliant with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act). Nothing in this policy limits or overrides your statutory rights under South African law.

2. Cooling-Off Period - Online Purchases

In accordance with Section 44 of the ECT Act, you have the right to cancel your online purchase and return your order within 7 (seven) calendar days of receiving your delivery, without providing a reason.

To qualify for a change-of-mind return under the cooling-off period, the following conditions must ALL be met:

The product must be unused and unopened
The original factory seal must be intact and unbroken
The product must be in its original, undamaged packaging
The return must be initiated within 7 calendar days of the date of delivery

Due to the nature of health supplements and applicable hygiene regulations, we are unable to accept returns on any product where the seal has been broken or the product has been opened or used – unless the product is defective or was incorrectly supplied.

This rule exists to protect every customer’s health and safety.

Return shipping costs for change-of-mind returns are the responsibility of the customer. Original shipping fees are non-refundable.

3. Non-Returnable Items

The following items cannot be returned or refunded, except where required by the CPA (e.g. defective or incorrectly supplied goods):

Opened or used supplements
Products with a broken, removed, or tampered seal
Products not in their original packaging or condition
Products returned outside the 7-day cooling-off window (change of mind)

4. Defective, Damaged, or Incorrect Products

Customers should report transit damage within 48 hours of delivery where reasonably possible.

If you receive a product that is defective, damaged in transit, incorrectly described, or not what you ordered, you are entitled to a remedy in terms of Section 56 of the Consumer Protection Act – within 6 (six) months of the date of purchase.

In these cases, you may choose one of the following remedies:

Option A: A full refund
Option B: A replacement product of the same kind
Option C: A repair (where applicable)

We will cover all return shipping costs for defective, damaged, or incorrect items. Please do not return the item before contacting us – we will arrange the process for you.

5. Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us immediately at the email address below.

If your order has not yet been dispatched, we will cancel it and issue a full refund within 7-10 business days.
If your order has already been dispatched, the standard return process applies (see Section 2).
Orders that have been dispatched cannot be intercepted – you will need to receive the delivery and then initiate a return.

6. Refund Process & Timeline

Once your return has been received and inspected by our team, the following process applies:

You will be notified by email of the outcome of the inspection within 2 business days of us receiving the return.
If approved, your refund will be processed within 7–10 business days from the date of approval – not the date of return receipt.
Refunds will be issued via your original payment method only.
If your return is declined (e.g. seal was broken), we will notify you with a reason and return the product to you.

Delays in processing returns, exchanges, or refunds may occasionally occur due to circumstances beyond our reasonable control, including courier disruptions, strikes, natural disasters, system outages, or other force majeure events. In such circumstances, we will communicate any material delays and endeavour to process your request as soon as reasonably possible.

7. Exchanges

We replace items only where they are confirmed as defective or damaged. If you believe your product qualifies, please contact us with your order details and supporting photos, and we will guide you through the exchange process.

We do not offer exchanges for change-of-mind purchases.

8. How to Request a Return

To initiate a return, please contact us at:

Email: info@dev.menopoz.co.za

Please include the following in your message:

Your full name and order number
The reason for the return
Clear photographs of the product (required for defective or damaged claims)
Whether you would prefer a refund, replacement, or exchange

We will respond within 2 business days and guide you through the next steps. Please do not post any return without first receiving written confirmation from us – unauthorised returns may not be processed.

9. Disputes & Escalation

If you are not satisfied with the outcome of your return or refund request, you may escalate your complaint to:

The National Consumer Commission (NCC): www.thencc.org.za
The Consumer Goods and Services Ombud (CGSO): www.cgso.org.za

We always encourage you to contact us first – we are committed to finding a fair resolution.

A Note from Us

We know that navigating menopause is already a lot. We don’t want a returns policy to add to the overwhelm.

If you’re ever unsure about a product before you buy, please reach out – we’re here to help you choose what’s right for your body and your journey. And if something isn’t right after your purchase, we’ll do our best to make it right.

This policy is in accordance with South African consumer protection legislation and does not limit your statutory rights.