Refund and Returns Policy

ONUTRICIA — REFUND & RETURN POLICY

Last Updated: October 2026

 

At Onutricia, we take immense pride in the quality, purity, and formulation of our collagen and wellness products. If you are not completely satisfied with your purchase, our refund and return terms are set out below in accordance with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

 

  1. Statutory 7-Day Cooling-Off Period (ECTA Section 44)

Under South African law, you are entitled to cancel your purchase and return an item within 7 (seven) days of receipt for any reason, subject to the following statutory exclusions:

 

  • Sealed & Unused: Due to health, food safety, and hygiene standards, edible wellness products and dietary supplements can only be returned if they are completely unopened, unused, in their original packaging, and with all protective tamper seals intact.

  • Opened or Consumed Goods: Once the seal or lid of a collagen tub, jar, pouch, or capsule container has been broken or opened, it is strictly non-returnable and non-refundable under the cooling-off rule for health and safety reasons.

  • Return Shipping for Change of Mind: Under Section 44 of ECTA, you are responsible for the direct courier costs associated with returning goods where you have changed your mind.


 

  1. Damaged in Transit or Short Deliveries

We partner with reliable couriers (including Fastway Couriers or Aramex) to ensure your parcel reaches you safely.

 

  • Reporting Window: Please inspect your package upon arrival. Any visible outer carton damage, leaking product, broken seal upon unboxing, or missing items must be reported within 48 hours of delivery.

  • Proof Required: Email hello@onutricia.co.za with your Order Number, a description of the issue, and clear photographic evidence showing:

  1. The outer packaging and shipping label.

  2. The damaged product and tamper seal condition.

  • Resolution: Upon verification, we will promptly arrange and cover the cost of a courier collection and dispatch a replacement free of charge, or issue a full refund to your original payment method.


 

 Defective Goods & Consumer Warranties (CPA Section 56)

  • All products sold by Onutricia carry an implied warranty of quality under the Consumer Protection Act:

 

 

Quality Assurance & Contamination Policy >

  • We take extreme care to manufacture clean, unadulterated products. Due to the natural nature of our ingredients, proper storage and handling are critical once opened.
  • Handling Guidelines: Products must be stored in a cool, dry place with the lid tightly sealed. Always use a clean, completely dry utensil when scooping. Inserting wet spoons, previously used utensils, or allowing moisture/foreign particles into the container voids all quality guarantees.
  • Returns & Defect Claims: Any quality concerns must be reported within 14 days of receipt. To be eligible for review, the item must be returned with at least 80% of its original contents remaining along with the batch number. We do not issue refunds or replacements for products that have been cross-contaminated, improperly stored, or substantially consumed.
  • Inspection Process: You will be requested to return the remainder of the product in its original container for internal batch and quality inspection.

  • Remedies: If the product is verified to be defective upon assessment:


o   We will refund the full purchase price plus any reasonable return courier fees paid by you, or


o   Provide an immediate replacement at no additional charge.


  • Refund Method: Refunds will always be credited directly to your original payment method (card reversal or EFT bank deposit). We will not restrict your statutory remedy to store credit notes.


 

  1. How to Initiate a Return or Exchange
  2. Submit a Request: Contact our customer care team at hello@onutricia.co.za stating your Order Number, full name, reason for return, and accompanying photos if damaged.

  3. Authorization & Return Address: Our support team will review your request and supply you with an authorized return address and Return Reference Number. Please do not send parcels back without prior authorization.

  4. Packaging: Pack the item securely in a sturdy carton to prevent damage in transit. We strongly recommend using a reputable, trackable courier service, as we cannot be held responsible for returns lost or damaged en route to us.


 

 

 

  1. Processing Timeframes & Missing Refunds
  • Inspection & Notification: Once your return is received at our facility, please allow 2–4 business days for inspection. We will notify you via email of the approval or rejection of your refund.

  • Refund Processing: Approved refunds will be submitted to our payment gateway immediately. Depending on your bank (FNB, Standard Bank, Capitec, Nedbank, ABSA, etc.), please allow 3 to 7 business days for the credit to reflect on your account statement.

  • Late or Missing Refunds: If you have not received your funds after 7 business days:

  1. Check your bank account or credit card statement again.

  2. Contact your bank or card issuer, as processing delays often occur between financial institutions.

  3. If you still have not received your funds, contact us at hello@onutricia.co.za.


 

  1. Cancellations Prior to Dispatch

If you wish to cancel an order before it has been dispatched from our fulfillment center, please contact us immediately at hello@onutricia.co.za or via our customer support WhatsApp line.

 

  • If your order has not yet been processed or handed to the courier, we will cancel the order and process an immediate full refund.

  • If the parcel has already been collected by the courier, it cannot be canceled in transit and must follow the standard return procedure outlined in Section 1.