Refund policy

Refund Policy

    Please read this Refund Policy carefully before placing an order on okomoya.co.za. By purchasing from OKOMOYA Wellness, you agree to the terms set out below. This policy is governed by the Consumer Protection Act 68 of 2008 (CPA) and applicable South African consumer law.

1.  Nature of Our Products

OKOMOYA Wellness offers handcrafted botanical wellness products, natural crystals, spiritual tools, and accessories. Due to the handcrafted and perishable nature of certain products, we do not accept returns or exchanges unless required by the CPA or as specifically provided below.

Please note: The consistency of natural products (such as tallow body butter) may change due to extreme heat or cold during transit. We cannot be responsible for texture changes resulting from temperature conditions outside our control.

2.  Incorrect or Defective Items

If you receive an incorrect product or a product that is defective at the time of delivery, please contact us at info@okomoya.co.za within 24 hours of receiving your order. Please include:

•  Your order confirmation number

•  Clear photographs of the incorrect or defective item

•  A brief description of the issue

 

We will assess your claim and, where valid, arrange for a replacement item or store credit at our discretion. Refunds for defective items will be processed within 7 business days of claim approval.

3.  Out-of-Stock Items

If an item you ordered is out of stock at the time of packing, we will notify you and issue a redemption code to claim the item when it returns to stock. Alternatively, you may request a full refund for the out-of-stock item, which will be processed within 7 business days.

4.  Change of Mind / Order Cancellation

If you wish to cancel an order after it has been placed but before processing has commenced, a 10% handling and administration fee will be deducted from your refund. Refunds under this clause will be processed within 7 business days.

Once an order has entered the packing or shipping stage, cancellations will not be accepted.

5.  Shipping and Courier

OKOMOYA Wellness uses third-party courier services to fulfil all deliveries. We exercise reasonable care in selecting reputable couriers and in packaging your order securely. However, once your parcel has been collected by the courier, responsibility for safe delivery passes to the courier.

In the event of a lost or damaged parcel, we will assist you in logging a claim with the courier. We recommend adding optional parcel insurance at checkout for additional protection. OKOMOYA Wellness will not be held liable for courier losses or delays beyond our reasonable control, consistent with Section 61 of the CPA.

Please refer to your shipment confirmation email for your tracking number and courier contact details.

6.  Refund Processing

All approved refunds will be processed within 7 business days of approval and returned to the original payment method used at checkout.

7.  Consumer Rights

Nothing in this policy limits or waives your rights under the Consumer Protection Act 68 of 2008 or any other applicable South African legislation. If you have a complaint that cannot be resolved directly with us, you may contact the National Consumer Commission (NCC) at www.thencc.org.za or call 0860 266 786.

8.  Contact

For all refund and returns queries: info@okomoya.co.za

 

OKOMOYA Wellness  |  info@okomoya.co.za  |  www.okomoya.co.za  |  Governed by the laws of the Republic of South Africa