Shipping Policy
Pearls Holistic Farmacy is an online business and uses independent third-party courier companies for the transportation and delivery of customer orders.
Every order is checked and packed before dispatch. Parcels are handed to the courier properly closed, securely sealed and without visible damage. Pearls Holistic Farmacy does not knowingly hand an open, damaged or inadequately packaged parcel to a courier for shipment.
Once a parcel has been collected, it is transported and handled by an independent third-party courier. Any visible damage, tampering, breakage or loss that appears to have occurred while the parcel was in transit must be reported as soon as reasonably possible. Customers should photograph the parcel before opening it, retain the packaging and waybill, and report the matter to the courier as well as Pearls Holistic Farmacy so that the relevant dispatch information can be provided.
Where the customer independently selects, appoints or contracts with a courier, claims arising from loss or damage while the parcel is in that courier’s custody must be pursued with that courier, subject to applicable law.
Where courier insurance is available, the customer may request or select insurance for the shipment at the applicable additional cost. Insurance is recommended for customers who wish to obtain additional protection against loss or damage during transportation. Any insurance claim is subject to the relevant courier or insurer’s terms, conditions, exclusions and claims procedure.
Declining optional courier insurance does not waive any consumer right that cannot lawfully be waived.
Delivery dates and times provided by a courier are estimates unless expressly guaranteed. Delays caused by the courier, weather, strikes, road closures, incorrect delivery information or circumstances beyond the reasonable control of Pearls Holistic Farmacy may affect delivery times.
Customers are responsible for providing a complete and correct delivery address and working contact number. Any additional delivery, redirection or return-to-sender costs caused by incorrect customer information, failure to collect, or unsuccessful delivery attempts may be charged to the customer where permitted by law.
Nothing in this Shipping Policy excludes or limits any consumer right or remedy that may not lawfully be excluded under applicable South African law.
Refund Policy
[15:55, 9/27/2026] Pearls Farmacy: ALL SALES ARE FINAL in respect of ordinary change-of-mind decisions, price dissatisfaction, subsequent dislike of an ingredient, failure to read or consider available product information before purchase, finding an alternative product elsewhere, or a subsequent decision that the product is no longer wanted or considered worth its purchase price, except where a cancellation, return, replacement or refund is required by applicable law.
Pearls Holistic Farmacy does not provide a general discretionary refund facility after a completed purchase.
Customers are therefore encouraged to review all available product information, pricing, usage information and other relevant details before completing their purchase and to request additional information before payment where clarification is required.
Where Pearls Holistic Farmacy, entirely at its discretion and without admitting liability, agrees to accept a return that it is not legally required to accept, the product must be unopened, unused, unsealed only where authorised, untampered with, undamaged and returned in its complete original condition and packaging.
Where permitted by law, an exceptional voluntary return accepted by Pearls Holistic Farmacy will be subject to a 65% handling, administration, inspection, restocking and processing fee, calculated on the purchase price of the product.
The customer will be responsible for the cost of returning a product in circumstances where the return is discretionary and not required by law.
The 65% discretionary-return fee does not apply where legislation gives the customer a right to return or obtain a refund without such a penalty, including any applicable statutory rights concerning defective, unsafe, incorrectly supplied or non-compliant goods, or qualifying electronic or direct-marketing cancellations.
Where goods are defective, unsafe or fail to meet the standards required by applicable consumer law, the customer’s statutory remedies remain unaffected. South Africa’s Consumer Protection Act provides an implied warranty of quality and, in qualifying circumstances, rights concerning repair, replacement or refund during the statutory period.
Cancellation / Return / Exchange Policy
Orders should be reviewed carefully before payment and final submission.
A request to cancel an order should be submitted to Pearls Holistic Farmacy in writing as soon as possible. Where an order has already been processed, packed or dispatched, cancellation may not be available unless the customer has a cancellation right under applicable law.
For hygiene, product-integrity and safety reasons, Pearls Holistic Farmacy does not ordinarily accept discretionary returns or exchanges of products that have been opened, used, consumed, tampered with, damaged after delivery or removed from their original packaging. This restriction does not apply where applicable law gives the customer a statutory remedy.
Where a customer receives an incorrect product, or alleges that a product is defective, unsafe or otherwise does not comply with applicable statutory requirements, the customer should contact Pearls Holistic Farmacy promptly with the order number, description of the concern and, where appropriate, photographs or other supporting information. The matter will be assessed in accordance with applicable South African consumer law.
No returned product is regarded as accepted merely because it has been sent or delivered back to Pearls Holistic Farmacy. Prior authorisation should first be obtained, and returned products may be inspected before the return is processed.
Unauthorised returns may be refused or returned to the customer where legally permissible.
Where Pearls Holistic Farmacy voluntarily accepts a non-statutory return, the product must meet the conditions stated in the Refund Policy and the applicable 65% discretionary handling, administration, inspection, restocking and processing fee may apply.
Where a statutory right to cancel an online transaction applies, that right will be honoured in accordance with the applicable legislation. The Electronic Communications and Transactions Act provides a seven-day cooling-off right for certain electronic transactions, although the Act also contains specific exclusions depending on the nature of the goods or services.
For transactions arising from qualifying direct marketing, separate cooling-off rights may also apply under the Consumer Protection Act.