This policy outlines the terms and conditions for returns and refunds of products purchased from My Spirit Soul and Body (myspiritsoulandbody.com), in compliance with the Consumer Protection Act, 68 of 2008 (“CPA”) of South Africa.

By making a purchase from us, you agree to the terms of this policy.

1. GENERAL RETURNS ELIGIBILITY (Excluding Defective Products)

1.1. Our returns policy lasts 7 calendar days from the date you receive your purchase. If 7 days have passed since your purchase was delivered, unfortunately, we cannot offer you a full refund or exchange, except in the case of a defective product as described in Section 2.

1.2. To be eligible for a return (excluding defective products), your item must be: * Unused and in the exact same condition that you received it. * In its original, unopened, and sealed packaging. * Accompanied by a valid receipt or proof of purchase.

1.3. Non-Returnable Items (for reasons of public health, hygiene, and product integrity): Due to the nature of our products, and for hygiene and health reasons as permitted by Section 20(3)(b) of the Consumer Protection Act, the following items are generally exempt from being returned or exchanged once they have been opened, unsealed, or used, unless they are found to be defective (refer to Section 2 for defective products):

• All health and nutritional supplements (e.g., Zinzino Balance Oil, Moringa).
• All skincare and cosmetic products (e.g., Castor Oil, if used topically).
• Intimate or sanitary goods.
• Perishable goods (e.g., fresh food, if applicable).
• Hazardous materials, or flammable liquids or gases.
• Gift cards.
• Downloadable software products.

1.4. Sale Items: Only regular-priced items may be eligible for a refund or exchange under the conditions outlined herein. Sale items or discounted products are generally non-refundable and non-exchangeable, unless they are found to be defective.

2. DEFECTIVE PRODUCTS (Your Rights Under the CPA)

2.1. In accordance with Section 56 of the CPA, if a product is found to be defective, unsafe, or of poor quality within 6 months of the date of delivery, you have the right to return it to us. A product is considered defective if it is not suitable for the purpose for which it is generally intended, is not of good quality, or is not free from defects.

2.2. Reporting a Defective Product: * You must notify us immediately upon discovering a defect, and in any event, no later than 6 months from the date of delivery. * Please contact us at hello@myspiritsoulandbody.com with your order number, a clear description of the defect, and photographic or video evidence if possible. * We may require you to return the item for inspection.

2.3. Our Process for Defective Products: * Upon receipt and inspection of the allegedly defective item, we will assess the nature of the defect. * If the product is found to be genuinely defective and not as a result of misuse, abuse, or normal wear and tear by the consumer, you will be entitled to your choice of: * Having the product repaired (if feasible); * Receiving a replacement of the same or a similar product; or * A full refund of the purchase price.

2.4. Exclusions for Defects: This policy does not cover damages caused by: * Normal wear and tear. * Abuse or misuse of the product contrary to instructions. * Failure to follow care instructions. * Accidental damage caused by the consumer. * Damage arising from the use of the product for purposes other than its intended use.

3. DAMAGE DURING TRANSIT (Courier Damage)

3.1. While we take utmost care in packaging our products, damage can sometimes occur during transit. We highly recommend that you inspect your package immediately upon delivery before accepting it from the courier.

3.2. If you notice any damage to the packaging or the product itself that is clearly a result of courier handling: * Do not accept the package if the damage is severe and visible. * If possible, make a note of the damage with the courier immediately upon delivery. * Take clear photographs of the damaged packaging and product before opening it. * You must report the damage to us within 24 hours of receiving the delivery by emailing hello@myspiritsoulandbody.com, providing your order number and the photographic evidence.

3.3. Failure to report transit damage within 24 hours of delivery may affect our ability to process a claim with the courier and may result in the claim being rejected. Upon verification of transit damage, we will arrange for a replacement or refund, subject to our investigation and the courier’s policy.

4. REFUNDS PROCESS (General and Defective)

4.1. Once your return is received and inspected (for both general and defective returns), we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on this policy.

4.2. If your refund is approved: * The refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card, bank account) within 7 to 14 business days from the date of approval. * Please note that the exact time for the refund to reflect in your account may vary depending on your bank or payment service provider.

4.3. Partial Refunds may be granted in specific situations (at our sole discretion): * Any item not in its original condition, is damaged or has missing parts for reasons not due to our error or an inherent defect. * Any item that is returned more than 7 days after delivery without prior authorization, and not qualifying as a defective product within 6 months.

4.4. Late or Missing Refunds:

• If you haven’t received a refund yet after the indicated timeframe, first check your bank account again.
• Then contact your credit card company or bank; there is often some processing time before a refund is officially posted.
• If you’ve done all of this and you still have not received your refund, please contact us at hello@myspiritsoulandbody.com.

5. EXCHANGES

5.1. We only replace items if they are defective or damaged upon arrival (as per Section 3). We do not offer exchanges for items that have been opened, used, or where you have simply changed your mind, due to hygiene and health reasons.

5.2. If you need to exchange a defective or transit-damaged item for the same item, please contact us at hello@myspiritsoulandbody.com. We will guide you through the return process for the defective item and arrange for a replacement to be sent out once the defect is verified.

6. GIFTS

6.1. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return once the returned item is received and approved. A gift certificate will be emailed to you.

6.2. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified of your return.

7. SHIPPING RETURNS

7.1. To return your product, you should mail your product to: 22 Jeremy Road, Hadison Park, Kimberley, 8301.

7.2. Shipping Costs for Returns: * You will be responsible for paying for your own shipping costs for returning an item if the return is due to a change of mind or not covered under Sections 2 or 3 (e.g., a non-defective, unopened item within 7 days). Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Shipping is non-refundable. * If the return is due to a defective product (Section 2) or confirmed transit damage (Section 3), we will cover the return shipping costs. We will provide instructions on how to return the item in such cases.

7.3. Depending on where you live, the time it may take for your exchanged or replaced product to reach you may vary.

7.4. If you are returning more expensive items, or an item where return shipping costs are your responsibility, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item if you do not use a trackable method.

8. NEED HELP?

Contact us at hello@myspiritsoulandbody.com or 0871883944 for any questions related to refunds and returns.