At NutraLife Labs (Pty) Ltd, we take pride in the quality and safety of our health supplements. Because our products are ingestible items intended for human consumption, we maintain strict safety and hygiene standards while fully honouring your legal rights under the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).1. 7-Day Cooling-Off Period (Change of Mind)

Under Section 44 of ECTA, you have a statutory right to cancel your online purchase without reason or penalty within 7 days of receiving your products. 

The Timeframe: You must notify us and log your return request within 7 days from the date the product is delivered to you.

Eligibility Requirements: The product must be completely unopened, unused, and in its original, undamaged packaging.

What Constitutes “Opened”: Breaking, removing, or compromising a tamper-evident seal, securitainer seal, shrink wrap, or any other product-integrity seal means the product is classified as opened. Opened products strictly do not qualify for a change-of-mind return due to public health and hygiene regulations.

Exclusions: You cannot claim a change-of-mind return if you selected the wrong product/size, no longer want the product, or dislike the taste, texture, or personal experience of the supplement.

Return Shipping: You are responsible for the direct courier costs of returning voluntary change-of-mind items to our warehouse.

2. The “Portion Consumed” Policy

Because our products are intended for human consumption, we cannot verify subsequent storage, handling, or hygiene once opened. 

• Consuming any percentage of a product (whether 5%, 20%, or more) does not create a change-of-mind return right. 
• Opened or partially used products cannot be returned unless there is a genuine, verified manufacturing defect, contamination issue, or product failure under the CPA. 

 

3. Defective, Unsafe, or Incorrect Products

Under Section 56 of the CPA, all products carry an implied statutory warranty of quality. If a product is defective, contaminated, expired, or incorrectly supplied: 

• The Timeframe: While the CPA provides an implied warranty of up to 6 months, you must notify us within 48 hours of delivery if a product arrives visibly damaged, leaking, or incorrectly supplied so we can log a claim with our couriers. For internal defects (e.g., contamination discovered upon opening), please notify us as soon as reasonably possible after discovering the issue. 
• Internal Defects & Opened Products: A product-quality complaint is not automatically rejected merely because the product has been opened or partially consumed. If an internal defect (e.g., spoilage or contamination) is discovered upon opening, please notify us as soon as reasonably possible after discovering the issue.
• Resolution: If the product is found to be non-compliant or defective upon our inspection, we will arrange collection at our expense and provide a replacement, repair, or a full refund. 

4. How to Initiate a Return or Complaint

To log a return, please follow these steps within the required timeframes: 

1. Email our support team at support@nutralifelabs.co.za or WhatsApp us at  the following number: +27 74 795 3588
2. Provide your Order Number, the product details, and clear photographic proof if the item is damaged, incorrect, or defective. 
3. Once our team reviews and approves the request, we will arrange for our couriers to collect the item from you (for defects) or provide you with the return shipping address (for change-of-mind). Do not send items back without prior authorization. 

5. How Refunds Are Processed

• Payment Providers: Where a refund is approved, it will be processed through the original payment method in accordance with the provider’s merchant and payment rules. 
• Original Card Only: For fraud prevention, any refund processed via credit/debit card must be made to the original card/payment method used during the transaction. We cannot refund a different card or pay out cash for a card transaction. 
• Processing Timeframe: Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection.
• Approved refunds will reflect in your account within 7 to 10 business days. We will provide a formal refund receipt confirmation via email. 

If you have any questions about how to return your item, or if you need assistance starting a refund request, our team is here to help.

 

Please reach out to us:

By Email: support@nutralifelabs.co.za

By Phone: +27 74 795 3588

Through Our Website: via the Contact Form

Policy Status

This Return and Refund Policy were last updated on October 20, 2026. We reserve the right to modify or update this policy at any time to reflect changes in our practices or compliance requirements.

Can I return a product if I change my mind?

Yes, under South African law (ECTA), you can return unopened items within 7 days of delivery for a refund. However, the product must be completely unused with all original safety seals, shrink wrap, and tamper-evident packaging entirely intact. You will be responsible for the return courier costs. 

Can I return a supplement if I don’t like the taste or texture?

No. Because our products are intended for human consumption, we maintain strict health and hygiene safety standards. Once a product is opened or its safety seal is broken, it cannot be returned due to a change of mind, incorrect ordering, or personal preference (including taste, texture, or experience). 

What if my order arrives damaged or incorrect?

If your product arrives visibly damaged, leaking, or is not what you ordered, please email or WhatsApp us within 48 hours of delivery with photographic proof and your order number. We will arrange a free courier collection and issue a replacement or full refund. 

What happens if there is a quality issue with an opened product?

Under the Consumer Protection Act (CPA), your rights are fully protected. If you suspect an opened product is genuinely defective, contaminated, or unsafe, please notify us immediately. Quality complaints are not automatically rejected just because a product is opened. If verified, we will replace the item or refund you at our expense. 

How and when will I get my refund?

All approved refunds are automatically processed back to your original payment method (e.g., your specific card via the payment provider to comply with South African fraud prevention rules. Once your return is received and inspected at our warehouse, approved refunds typically take 7 to 10 business days to reflect in your account.