Returns & Refund Policy
Thank you for shopping with us online. We are committed to ensuring your satisfaction while complying with the South African Consumer Protection Act (CPA). Please review our policy carefully before placing your order.
1. General Consumer Rights
Implied Warranty: All products are covered by an implied warranty for quality and safety for 6 months from the date of delivery. If your product is defective, unsafe, or not as advertised, you are entitled to a repair, replacement, or full refund at no additional cost.
Inspection Upon Delivery: We encourage you to inspect your order immediately upon delivery. Any issues should be reported within 48 hours after receiving your order, as outlined below.
2. Cooling-Off Period for Online Purchases
Standard Goods: You have a 7-day cooling-off period from the date of delivery. During this period, you may cancel your order for any reason. The item must be returned in its original condition and packaging.
Return Shipping: If you cancel your order within the cooling-off period, you may be responsible for return shipping costs unless the return is due to our error or a defect.
3. Special-Order and Custom-Made Products
Non-Returnable Items: Special-order items and custom-made products are tailored specifically to your request and cannot be returned, exchanged, or canceled unless they arrive damaged, defective, or incorrect.
Cancellation Restrictions: Once production has begun, cancellations are not permitted except in the case of damage, defects, or incorrect orders.
4. Reporting Defects or Non-Conformance
If your product is defective, damaged, or not as described:
Notification Period: Contact our customer service team at 011 704 0002 within 48 hours of receiving your order.
Required Information: Provide a detailed description of the issue and clear photographs of the item and its packaging.
Resolution: Once verified, we will arrange for a repair, replacement, or full refund at no extra cost to you.
5. Return Process
Standard Returns: Notify our customer service team at 011 704 0002 within 14 days of delivery if you wish to return an item.
Condition of Returns: Items must be unused, undamaged, and in their original packaging. All accessories, free gifts, and promotional products must also be returned.
Approval & Processing: Returns must be authorized before shipping back. Once received and inspected, processing may take up to 10 business days.
6. Refund Process
Refunds are processed once the returned item has been received and assessed.
If eligible, refunds will reflect in your account within 10 working days.
Mobicred Purchases: Refunds will be processed directly to your bank account, and any outstanding Mobicred fees remains your responsibility.
7. Exclusions & Declines
We cannot accept returns if:
The item was used, unboxed, or had its seals broken (especially for hygiene-related products).
The product has no defects or was damaged due to negligence or improper use.
Free gifts, accessories, or set components are missing.
The warranty period has lapsed.
The product was disassembled, altered, permanently installed, or misused.
If a return is declined, you will be notified, and the item will be sent back to you at your expense.
8. Repairs
Products with manufacturing defects may be returned within the warranty period.
Some manufacturers require warranty registration—please check your product manual.
If misuse or user damage is detected, the return will be declined, and you will be responsible for shipping costs.
9. Order Cancellations
If you wish to cancel an order, contact us at sales@htherapy.co.za before shipping.
If the order has already been shipped, you will be responsible for shipping charges.
Refunds for canceled orders will be processed once payment reflects in our bank.
10. Contact Information
For any queries, returns, or cancellations, contact our customer service team:
Phone: 011 704 0002
Email: online@htherapy.co.za
By shopping with us, you agree to the terms of this policy. We reserve the right to update our policy as needed to comply with South African consumer laws.