Returns and Refunds
It is our priority to ensure that you are completely satisfied with your purchase. In the unlikely event one of our products does not meet your expectations, you may return the product. Products must be in their original condition and packaging, and returned within 48 hours from the date and time of purchase, for a full refund of the purchase price. Please email us via our contact us page and include your invoice/order number and we will send you instructions on how to return the item. Please note: It can take up to 10 working days from the time your return is received to process your refund. Only products purchased online from the Tawa Labs South Africa website will be accepted for return. If you have purchased a Tawa Labs product from another online store or retailer please contact them directly.
1. PLACING AN ORDER
1.1 To place an order on the website, add selected products to your shopping cart, review your cart and proceed to checkout where you will need to register with your details (name/address etc.) in order for us to deliver your order to you. Once your details are registered on our system, you will just need to log in to complete future purchases. The final step is to make payment for your order. We use PayFast https://www.payfast.co.za/ which is a highly secure local payment gateway that supports credit cards and EFT via all major banks.
1.2 If you have a promotion code you can enter it at checkout.
1.3 It is your responsibility to notify us of any incorrectly entered order details during checkout, as failure to do so may result in non-delivery of any or all ordered items. We cannot guarantee that we can change any incorrect order details once processed at checkout as our orders are packed in real-time.
1.4 All orders are subject to acceptance and availability at our sole discretion. Once your order has been processed, you will receive an order confirmation and tracking number and delivery to your chosen delivery address via our courier. All South African orders shall be delivered within 2 – 7 business days of being processed.
We retain the right to cancel/reject orders in the case of item unavailability, incorrect pricing, if you are based outside the Delivery Region and/or your credit or debit card is not authorised for the transaction.
1.5 If an ordered item is unavailable, we will inform you as soon as practically possible. We will aim to let you know the next availability date. You retain the right to cancel the unavailable item, upon notification via email, with a full refund including delivery charges if the cancellation constitutes the entire order. Where your order is for multiple items, the rest of the order will remain valid (including all delivery charges). 1.6 This website is strictly for information purposes and collecting order instructions. All active orders are electronically routed to relevant 3rd parties for payment processing and fulfilment.
2. ORDER PRICING & PAYMENT
2.1 All items are priced in Rands (R ZAR) and exclude delivery charges which will be applied at checkout before you complete your order.
2.2 We reserve the right to change prices without notification at any time. Items will be charged at the price which was displayed at the time of the order being made in ZAR.
2.3 Payments are processed via a Secure Socket Layer (SSL) encrypted channel by PayFast. At no time will your payment details be stored on our own electronic system. Payments will be taken at the time of order acceptance by PayFast.
2.4 In the event that a payment cannot be processed, the order will not be accepted and will automatically be cancelled. In such an event, please contact us via the contact us page.
2.5 All prices will be inclusive of taxes where applicable.
3. ORDER PROCESSING
3.1 Order acceptance will be confirmed on the screen and an order confirmation email will be sent to the address provided at the time of purchase. We recommend that you retain this email for your records.
3.2 Each order confirmation will contain an order number specific to your transaction which can be used in any further communication.
3.3 Once the order has been accepted and payment has been taken, the order cannot be amended.
3.4 It is your responsibility to provide the correct email address upon placing an order. We cannot take responsibility for the non-delivery of a confirmation or dispatch email should your email address be incorrect, or should a 3rd party email server prevent delivery due to spam filters.
4.1 All orders are aimed to be dispatched on the same day (if ordered before 1pm GMT) or the next working day (Monday-Friday). Dispatch times may vary from time to time and we make no guarantees of dispatch times. Pre-orders: If you place a pre-order (where any items within your order are only available as pre-orders) the whole order will be held until the pre-order is ready for dispatch. All pre-order dates are strictly indicative and may vary at our discretion.
4.2 ZA customers can choose from two delivery options, ‘Courier’ and ‘Local Collection’. For more information on delivery options please see Delivery Information.
4.3 Non-ZA customers have two delivery option, ‘Tracked’ and ‘Non-Tracked’. For more information on delivery options please see Delivery Information. International delivery to be added at a later date.
4.4 It is your responsibility to provide us with full and correct delivery address details. If your package is returned to us due to an incorrect or incomplete address, you will be charged the full delivery cost to re-deliver your order to a corrected address.
4.5 If you are not present at the time of delivery, a delivery note should be left asking you to contact the courier service directly to arrange re-delivery at a convenient time or pick it up in person from the specified location. You will then have 21 days until the parcel is returned back to us as undeliverable. We do not resend packages that are returned to us as undeliverable. We will refund you for the value of the products ordered but not for the delivery charge.
4.6 A parcel is considered lost after it has been in the delivery system for a period of 15 working days for ZAR orders and 21 working days for non-ZA orders. Although orders normally take much less than that we are unable to dispatch a replacement until this period of time has elapsed. We cannot be held responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery.
4.7 We do not ship worldwide at this time.
4.8 We will email you a dispatch confirmation as soon as your parcel has been passed onto the courier or postal services. We cannot take responsibility for the non-delivery of a dispatch email should your email address be incorrect, or should a 3rd party email server prevent delivery due to spam filters.
4.9 Customs duties: Any fees charged by Customs are the sole responsibility of the customer.
5. DAMAGED GOODS
5.1 We have strict quality controls in place to ensure your items are sent un-damaged, however, we advise you to carefully check the item(s) upon arrival. If you experience any problems, please contact us from the Contact Us page stating your full contact details, order reference number and the exact damage observed.
5.2 If you have a valid claim in respect of any of the items which is based on any defect in the quality or condition of the items in accordance with this Agreement, we shall refund to you the full price paid (or a proportionate part of the price) and the delivery charges incurred within 30 days from receiving the returned items.
5.3 If the package of the items is damaged you must notify us within 24 hours of receipt of the package.
5.4 We ask you to return any incorrect or defective items to us as soon as possible to the returns address shown on the dispatch note.
6. RETURNS POLICY
6.1 Our returns policy does not affect your legal rights under the Distance Selling Regulations, The Sale of Goods Act or other legislation. If you wish to return an item bought from us please contact us via the Contact Us page within 7 days of receiving the order clearly stating your full contact details and order reference number.
6.2 Items returned during the 7 days, mentioned in 5.1, must be in their original condition and packaging and under no circumstances should be used. We reserve the right to refuse a refund on any item, which has been opened, damaged, dirtied, stored incorrectly, is in un-saleable condition or which have not been returned to us in line with the specified return procedure.
6.3 Any return (other than for defective items) will be at the customer’s own expense. A full refund, excluding delivery costs and a 10% handling fee will be processed within thirty days of us receiving the returned goods.
6.4 Any return made outside the defined timeframes will not be accepted.
6.5 We advise you to return items by recorded delivery or by obtaining a Certificate of Postage from the Post Office or by any other means that shows proof of the return. If your returned items are not received we cannot process the refund unless you can provide this proof of postage.
6.6 The address for returns is stated on the note dispatched with all orders.
6.7 Due to public health and safety regulations perishable goods (foodstuffs, health supplements and beverages) cannot be returned, refunded or exchanged.
7. PROMOTION CODES
7.1 If you have opted-in to receive information on our products, you may occasionally receive promotion codes or product newsletters from us by e-mail.
7.2 Promotion Codes can be applied at checkout.
7.3 Promotion Codes have no monetary value and under no circumstances can they be converted into currency. Each code has an expiry date set at our discretion. We reserve the right to modify the expiry date without notification.
7.4 Promotion Codes cannot be divided into parts. The discount achieved by the use of a Promotion Code must not exceed the total monetary value of the order (excluding delivery costs).
7.5 Some Promotion Codes will specify a minimum amount to be spent in order to be applied.
7.6 Promotion Codes may exclude some product promotions.
7.7 Promotion Codes cannot be applied past their expiry dates.
7.8 Any refund made on an order where a Promotion Code was applied will be reduced by the discounted amount.
7.9 Only one Promotion Code can be used per order.