At Organic Culture Pty Ltd, we want you to be satisfied with your purchase. This Return & Refund Policy explains when products may be returned and how refunds or replacements are handled.

1. Change-of-mind returns

We accept returns of eligible products that are unused, unopened, undamaged and in their original sealed packaging.

A change-of-mind return must be requested within 14 days of delivery.

Because many of our products are intended for consumption, personal wellness, health or hygiene purposes, we cannot accept change-of-mind returns of products that have been opened, unsealed, used or tampered with.

Certain products may also be excluded from change-of-mind returns where applicable due to their nature, packaging, hygiene requirements or applicable law.

The customer is responsible for the reasonable cost of returning an eligible change-of-mind product to us.

2. Incorrect products

If we send you the wrong product, please contact us as soon as reasonably possible after receiving your order.

We will arrange an appropriate remedy, which may include collecting the incorrect product and sending the correct product to you, or providing a refund where appropriate.

Where the incorrect product was supplied due to an error by Organic Culture, we will cover the reasonable return and replacement costs.

3. Products damaged during delivery

Please inspect your order when it arrives.

If your product has been damaged during delivery, please contact us as soon as possible and provide photographs of the product, packaging and shipping label where possible.

We will investigate the matter and arrange an appropriate remedy where the damage is our responsibility or the responsibility of the delivery service.

4. Defective, unsafe or poor-quality products

Organic Culture respects the rights of consumers under the South African Consumer Protection Act, 2008 (Act 68 of 2008).

Where goods fail to meet the applicable requirements and standards for quality, safety or fitness for purpose, consumers may have rights and remedies provided by applicable law.

Nothing in this policy limits or excludes any consumer right or remedy that cannot lawfully be excluded or limited.

Where applicable, defective, unsafe or poor-quality goods may be returned in accordance with the Consumer Protection Act, including the statutory rights applicable within six months after delivery.

Depending on the circumstances and the consumer’s lawful entitlement, the remedy may include repair, replacement or refund.

5. Products that have been opened or used

For health, hygiene and product-safety reasons, we generally cannot accept a change-of-mind return where a consumable, wellness, personal-care or other applicable product has been opened, unsealed or used.

This restriction does not affect any rights you may have under applicable consumer-protection legislation in respect of defective, unsafe or otherwise non-compliant goods.

6. How to request a return

To request a return, please contact us using the contact details provided on our website.

Please include:

• Your name
• Shopify order number
• Product name
• Reason for the return
• Photographs where the product is damaged or defective
• Proof of purchase where requested

Please do not send products back without first contacting us and receiving return instructions.

7. Return assessment

Where appropriate, Organic Culture may inspect returned products to determine whether the return qualifies under this policy or applicable consumer-protection legislation.

Products returned for change-of-mind reasons must meet the applicable conditions described above.

Where a return relates to a defective, unsafe or non-compliant product, the assessment will be conducted in accordance with applicable law.

8. Refunds

Where a refund is approved, the refund will generally be made using the original payment method where reasonably possible.

For payments made by bank deposit or EFT, we may request the bank account details required to process the refund securely.

Refund processing times may vary depending on the payment method and banking provider.

9. Sale and promotional products

Sale or promotional products remain subject to applicable consumer-protection rights.

A discounted price does not remove a customer’s statutory rights in relation to defective, unsafe or otherwise non-compliant goods.

10. Products supplied incorrectly or not as described

If a product supplied to you is materially different from the product described on our website or the product you ordered, please contact us as soon as possible.

We will investigate the matter and provide an appropriate remedy in accordance with this policy and applicable law.

11. Contact us

For return or refund enquiries, please contact Organic Culture using the contact information provided on our website.

Please quote your Shopify order number in all correspondence so that we can assist you as quickly as possible.

Organic Culture Pty Ltd

This policy is intended to provide general information about our returns and refunds. It does not limit any rights that consumers have under applicable South African law.