1. INTRODUCTION
1.1 This Returns & Refunds Policy explains the circumstances in which Products purchased from BearDen (Pty) Ltd (“the Company”, “we”, “our” or “us”), trading as BearBasix, may be returned, exchanged or refunded.
1.2 This Policy should be read together with the Company’s Terms and Conditions, Shipping & Delivery Policy and Disclaimer.
1.3 Nothing contained in this Policy limits any rights afforded to consumers under the Consumer Protection Act, 68 of 2008 (“CPA”) or any other applicable South African legislation.
2. APPLICATION
2.1 This Policy applies to all Products purchased directly from the Company’s Website.
2.2 Separate arrangements may apply where Products are purchased through authorised third-party retailers or distributors.
3. RETURN REQUESTS
3.1 Customers wishing to return a Product should contact the Company before returning any Product.
3.2 Return requests should include:
a. Order number;
b. Customer name;
c. Contact details;
d. Description of the reason for the return; and
e. Photographs where the Product is damaged, defective or incorrect.
3.3 The Company may request additional information where reasonably necessary to assess a return request.
4. PRODUCTS ELIGIBLE FOR RETURN
Subject to applicable law, Products may qualify for return where:
a. the incorrect Product was supplied;
b. the Product was damaged before delivery;
c. the Product was defective;
d. the Product does not correspond with the Order placed;
e. the Product otherwise qualifies for return under the Consumer Protection Act.
5. PRODUCTS NOT ELIGIBLE FOR RETURN
Unless otherwise required by law, the Company cannot accept the return of:
a. Products that have been opened;
b. Products with broken or removed safety seals;
c. Products that have been used or partially consumed;
d. Products damaged through misuse or improper storage after delivery;
e. Products returned in an unsaleable condition.
This restriction is necessary due to health, hygiene and product safety requirements.
6. DEFECTIVE PRODUCTS
6.1 Where a Product is defective, unsafe or fails to meet the standards required by the Consumer Protection Act, the Customer may be entitled to the remedies provided by law.
6.2 The Company reserves the right to inspect or assess returned Products before determining the appropriate remedy.
7. INCORRECT PRODUCTS
7.1 Where the Company supplies an incorrect Product, the Customer should notify the Company as soon as reasonably practicable.
7.2 Subject to verification, the Company will arrange an appropriate remedy, which may include:
a. replacement;
b. exchange; or
c. refund.
8. DAMAGED PRODUCTS
8.1 Customers should inspect their Order upon delivery.
8.2 If a Product appears to have been damaged during transit, the Customer should notify the Company as soon as reasonably practicable.
8.3 Photographs of the Product and packaging may be requested before a claim is processed.
9. CHANGE OF MIND
9.1 Due to the nature of consumable health and wellness Products, the Company generally does not accept returns based solely on a change of mind.
9.2 Nothing in this clause limits any statutory rights available under applicable legislation.
10. REFUNDS
10.1 Approved refunds will generally be processed using the original payment method.
10.2 Refund processing times may vary depending on the payment service provider.
10.3 Delivery charges are generally non-refundable unless:
a. the incorrect Product was supplied;
b. the Product was defective; or
c. the return results from an error by the Company.
11. EXCHANGES
11.1 Where appropriate and stock is available, the Company may offer an exchange instead of a refund.
11.2 If the requested replacement Product is unavailable, an alternative remedy may be offered in accordance with applicable law.
12. RETURN SHIPPING
12.1 Where the return results from:
a. a defective Product;
b. an incorrect Product supplied by the Company; or
c. an error made by the Company,
the Company will arrange or reimburse reasonable return shipping costs.
12.2 Where the return does not qualify under this Policy or applicable law, return shipping costs may be the responsibility of the Customer.
13. INSPECTION OF RETURNS
13.1 Returned Products may be inspected upon receipt.
13.2 The Company reserves the right to refuse a return where:
a. the Product does not qualify under this Policy;
b. the Product has been tampered with;
c. the Product has been used contrary to this Policy;
d. the Product is returned in an unsaleable condition.
14. CUSTOMER RESPONSIBILITIES
Customers are responsible for:
a. following Product instructions;
b. storing Products appropriately;
c. checking Products upon delivery;
d. providing accurate information when requesting a return.
15. CHANGES TO THIS POLICY
15.1 The Company may amend this Policy from time to time.
15.2 Updated versions will be published on the Website together with the revised effective date.
16. CONTACT DETAILS
Email: info@bearbasix.com
17. APPLICABLE LEGISLATION
This Policy should be read together with:
- Consumer Protection Act, 68 of 2008;
- Electronic Communications and Transactions Act, 25 of 2002;
- and other applicable South African legislation.