Terms and conditions
IMPORTANT: Please read these Terms and Conditions carefully before using this Website or purchasing any Product.
PLEASE CHECK THAT YOU HAVE SELECTED THE CORRECT PRODUCT, VARIANT, SIZE AND QUANTITY BEFORE COMPLETING YOUR ORDER AND, IN PARTICULAR, BEFORE OPENING THE PRODUCT.
- INTRODUCTION
1.1 This website (“Website”) is operated by NutraLife Labs (Pty) Ltd, trading as NutraLife Labs (Pty) Ltd registration number 2015/299390/07 (“Company”, “we”, “us” or “our”).
1.2 These Terms and Conditions (“Terms”) apply to your use of the Website and to purchases of nutraceutical, health-supplement and related Products from the Company.
1.3 By accessing or using the Website, creating an account or placing an order, you agree to these Terms, subject to any rights that cannot lawfully be excluded or limited.
1.4 Our Privacy Policy, Returns and Refunds Policy and any other policy specifically applicable to a particular transaction form part of these Terms.
- SOUTH AFRICAN LAW AND REGULATORY COMPLIANCE
2.1 The Company operates in accordance with applicable South African law, including, where applicable:
- the Medicines and Related Substances Act 101 of 1965;
- the Consumer Protection Act 68 of 2008 (“CPA”);
- the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”);
- the Protection of Personal Information Act 4 of 2013 (“POPIA”); and
- applicable regulations, standards and requirements issued under those laws.
2.2 The Company will comply with applicable requirements of the South African Health Products Regulatory Authority (“SAHPRA”) relevant to the Products supplied by the Company.
2.3 SAHPRA’s regulatory framework includes health supplements within the Category D complementary-medicine framework. Applicable regulatory requirements depend on the Product, including its formulation, substances, dosage, intended use, indications and claims.
2.4 Nothing in these Terms represents that every Product has an identical regulatory classification, registration status or regulatory pathway.
2.5 The Company may amend Product information, labelling, claims or Website content where reasonably necessary to comply with legislation, regulatory requirements or changes to applicable SAHPRA requirements.
- PRODUCT INFORMATION AND HEALTH DISCLAIMER
3.1 Products are intended to be used strictly in accordance with their labels, directions, warnings and applicable Product information.
3.2 Information provided on the Website is intended for general information and educational purposes and is not a substitute for individual medical advice, diagnosis or treatment.
3.3 Customers should read all Product information before use and should consult an appropriately qualified healthcare professional where appropriate, particularly if they:
- have a medical condition;
- take prescription or other medication;
- are pregnant or breastfeeding;
- have known allergies or sensitivities; or
- have been advised to obtain medical advice.
3.4 Individual results may vary. The Company does not guarantee a particular health outcome except where such guarantee is expressly required by law.
3.5 If you experience an unexpected, severe or concerning reaction after using a Product, discontinue use where appropriate and seek appropriate medical attention.
3.6 Customers are encouraged to report suspected adverse reactions or Product-quality concerns to the Company so that they may be investigated and, where appropriate, escalated or reported in accordance with applicable requirements.
- PRODUCT CLAIMS AND ADVERTISING
4.1 The Company will take reasonable steps to ensure that Product descriptions, advertising and promotional material comply with applicable South African legislation and regulatory requirements.
4.2 The Company will not intentionally make claims that are prohibited or not permitted for the relevant Product.
4.3 Product information may be amended from time to time to reflect regulatory, scientific, manufacturing or other relevant developments.
4.4 The Company will take applicable SAHPRA requirements concerning the advertising and promotion of medicines and health products into account in its marketing activities.
- ORDERS AND PRODUCT SELECTION
5.1 You must be at least 18 years old and legally capable of entering into a binding contract to place an order.
5.2 You are responsible for checking that you have selected the correct:
- Product;
- variant or flavour, where applicable;
- size;
- quantity; and
- delivery address.
5.3 PLEASE CHECK THAT YOU HAVE SELECTED THE CORRECT PRODUCT BEFORE OPENING
IT.
5.4 An order may not be changed once processing or fulfilment has commenced.
5.5 The Company may cancel an order where permitted by law where:
- the Product is unavailable;
- there is an obvious material pricing or technical error;
- payment cannot be verified;
- there are reasonable grounds to suspect fraud or unauthorised payment; or
- fulfilment would breach applicable law or regulatory requirements.
5.6 If the Company cancels an order after payment has been received, any refund required by law will be processed accordingly.
5.7 The Company may retain reasonable records relating to transactions, including order details, payment confirmation, Product information, delivery records, customer communications, returns information and acceptance of applicable Terms and policies.
5.8 Such records may be provided to payment providers, financial institutions, regulators, courts or other authorised parties where reasonably necessary to process or investigate a transaction, refund, dispute, chargeback, fraud concern or legal requirement, subject to applicable privacy law.
- PRICES AND PAYMENT
6.1 Prices are displayed in South African Rand (ZAR).
6.2 The Company’s VAT status and treatment of VAT will be reflected as required by law.
6.3 Delivery charges, where applicable, will be displayed before completion of the transaction.
6.4 Payment must be successfully authorised and, where applicable, cleared before an order is dispatched.
6.5 Proof of payment does not necessarily constitute cleared funds.
6.6 The Company may use an appropriate third-party payment provider.
6.7 The Company may delay processing where there are reasonable grounds to suspect payment fraud, unauthorised payment, chargeback abuse or another legitimate payment-security concern.
6.8 The Company will not knowingly process or release an order as paid solely on the basis of an unverified payment notification or proof of payment where the payment has not been successfully confirmed.
- DELIVERY
7.1 Delivery times are estimates unless expressly stated otherwise.
7.2 You are responsible for providing an accurate and complete delivery address.
7.3 If delivery fails because of an incorrect or incomplete address or other circumstances caused by the customer, the Company may recover reasonable additional delivery costs to the extent permitted by law.
7.4 Customers should inspect the external packaging and Product integrity upon receipt.
7.5 If a Product appears damaged, tampered with or materially compromised on delivery, do not use the Product and contact the Company promptly.
7.6 The Company will retain reasonable delivery and tracking records for the purpose of demonstrating fulfilment of an order and dealing with delivery disputes or payment disputes.
- RETURNS, REFUNDS AND CANCELLATIONS
8.1 Returns and refunds are subject to applicable South African law and the Company’s Returns and Refunds Policy.
8.2 Where ECTA provides a statutory cooling-off right for an applicable electronic transaction, that right will be honoured in accordance with the Act and its applicable exceptions. ECTA provides a seven-day cooling-off period for qualifying transactions.
8.3 Nothing in these Terms removes or limits a mandatory consumer right under the CPA, ECTA or any other applicable law.
8.4 Change-of-mind returns and Product-quality complaints are treated differently.
8.5 Where a refund is approved, the Company will process it through the applicable payment provider or payment method in accordance with the provider’s procedures and applicable law.
8.6 Where a payment-card refund is processed through a payment provider the refund will be processed in accordance with the provider’s applicable merchant and payment rules, including any requirement that a refund be made to the original card/payment method.
8.7 Where applicable, the Company will provide confirmation or a refund receipt for a processed refund.
- OPENED AND USED NUTRACEUTICAL PRODUCTS
9.1 Our Products are intended for human consumption.
9.2 Once a Product has been opened or used, the Company can no longer reasonably verify its subsequent storage, handling, hygiene and integrity.
9.3 Accordingly, an opened or used Product is not eligible for a change-of-mind return, subject always to any mandatory statutory rights.
9.4 This includes circumstances where the customer:
- selected the wrong Product;
- selected the wrong size or quantity;
- no longer wants the Product;
- changed their mind;
- dislikes the taste, texture or experience; or
- decides not to continue using the Product.
9.5 Breaking, removing or compromising a tamper-evident seal, securitainer seal, shrink wrap or other Product-integrity seal constitutes opening the Product for purposes of the change-of-mind return policy.
9.6 The percentage of Product consumed does not create a change-of-mind return right.
9.7 In particular, consuming 5%, 20%, 49% or any other portion of an opened Product does not turn the remaining Product into an unopened Product and does not create a change-of-mind return right.
9.8 The Company may use the term “substantially consumed” where 50% or more of the Product has been used. This is an administrative description only and is not a return threshold.
9.9 The provisions of this section do not prevent a genuine complaint concerning a Product that is defective, unsafe, contaminated, incorrectly supplied or otherwise fails to comply with applicable law.
- DEFECTIVE, UNSAFE, CONTAMINATED OR INCORRECT PRODUCTS
10.1 Nothing in these Terms limits a customer’s statutory rights relating to defective, unsafe, contaminated or incorrectly supplied Products.
10.2 Where the CPA applies, the statutory implied warranty of quality and applicable remedies will apply. Section 56 of the CPA provides, subject to its terms, for an implied warranty and statutory remedies for qualifying defective or unsafe goods.
10.3 A Product-quality complaint is therefore not automatically rejected merely because a Product has been opened or partially consumed.
10.4 Customers should notify the Company as soon as reasonably possible after discovering a suspected Product problem.
10.5 Where reasonably possible, customers should provide:
- order or proof-of-purchase information;
- Product name;
- batch or lot number;
- expiry or best-before information;
- photographs;
- packaging and seal information;
- approximate amount consumed;
- storage information; and
- a description of the alleged problem.
10.6 Customers should retain the Product, packaging and remaining contents where possible until the Company has advised otherwise.
10.7 The Company may reasonably investigate a Product-quality complaint, including by reviewing batch records, retained samples, photographs, packaging, storage information and, where appropriate, laboratory testing.
10.8 The Company may request that the Product be made available for inspection or testing where reasonably necessary to investigate a genuine Product-quality complaint.
10.9 The Company’s investigation will not be used to unlawfully delay or defeat a statutory remedy.
- RETURNS ABUSE, FRAUD AND MISREPRESENTATION
11.1 The Company recognises that customers may make genuine mistakes and that legitimate complaints may arise.
11.2 The Company reserves its lawful rights where there are reasonable grounds to suspect deliberate fraud, dishonesty or material misrepresentation.
11.3 Examples include knowingly:
- making a materially false Product-defect claim;
- returning a different Product;
- substituting Product contents;
- altering batch or expiry information;
- tampering with Product contents or packaging;
- claiming multiple refunds for the same purchase;
- falsely claiming non-delivery;
- initiating a chargeback after receiving a refund for the same transaction;
- providing materially false information; or
- deliberately manipulating the returns process to obtain an improper benefit.
11.4 A complaint will not be considered fraudulent merely because the Company does not uphold it.
11.5 Where there are reasonable grounds for further investigation, the Company may request reasonable supporting information or evidence before providing a discretionary refund, replacement or goodwill remedy.
11.6 Where lawful, the Company may suspend an account, restrict access, cancel an unfulfilled order, dispute a fraudulent chargeback, or pursue other lawful remedies where deliberate abuse or fraud is established or reasonably suspected.
11.7 Nothing in this section prevents a customer from exercising a legitimate statutory right or approaching a competent regulator, tribunal or court.
- CUSTOMER CONDUCT AND COMMUNICATION
12.1 Customers must communicate with Company personnel respectfully and must not engage in threats, harassment, abusive conduct or deliberate disruption.
12.2 Where a complaint has been reasonably investigated and responded to, the Company may regard the matter as closed unless new material information is provided.
12.3 Where substantially identical complaints are repeatedly submitted without new material information, the Company may require further communication concerning that matter to be submitted in writing through a designated customer-service channel.
12.4 Nothing in this section prevents a customer from exercising a legitimate legal or regulatory right.
- CHARGEBACKS AND PAYMENT DISPUTES
13.1 Customers may exercise any legitimate payment-dispute or chargeback rights available to them.
13.2 Where a chargeback or payment dispute is initiated, the Company may provide relevant transaction, order, payment, Product, delivery, communication, returns and refund records to the applicable payment provider, card issuer, acquiring bank or other authorised party for purposes of investigating or responding to the dispute.
13.3 Such information may include, where relevant:
- proof of purchase;
- order confirmation;
- payment confirmation;
- delivery or tracking information;
- the customer’s acceptance of the Terms and return conditions;
- checkout acknowledgements;
- customer correspondence;
- photographs or Product information;
- refund records; and
- other reasonably relevant evidence.
13.4 The Company may be required by its payment provider to provide supporting evidence within a specified period in connection with a chargeback. The payment provider’s merchant terms expressly require merchants to provide supporting documentation when requested and permit the payment provider to recover chargebacks and refunds in accordance with its agreement with the merchant.
13.5 A customer must not knowingly obtain duplicate recovery of the same amount through both a Company refund and a chargeback or other payment mechanism.
13.6 Where a payment dispute concerns a Product alleged to be defective, unsafe, contaminated or incorrectly supplied, the Company may request reasonable information necessary to investigate the complaint, without limiting any mandatory statutory rights.
13.7 The Company’s handling of a chargeback is subject to the rules and procedures of the applicable payment provider, card scheme and South African law.
- WEBSITE USE AND INTELLECTUAL PROPERTY
14.1 You must use the Website lawfully and must not:
- introduce malicious software;
- attempt unauthorised access;
- interfere with Website operation;
- circumvent security measures;
- conduct unauthorised automated data collection;
- impersonate another person; or
- use the Website for fraudulent or unlawful purposes.
14.2 The Company or its licensors own or control the intellectual-property rights in the Website and its content, including trademarks, logos, text, graphics, photographs, designs and software.
14.3 You may not reproduce, distribute, modify, commercially exploit or otherwise use protected Website content without permission, except where permitted by law.
14.4 The Website may contain links to third-party websites. The Company is not responsible for third-party content, availability or privacy practices, subject to applicable law.
- CUSTOMER REVIEWS AND USER CONTENT
15.1 Where reviews or other user-generated content are permitted, submissions must be lawful, truthful and not materially misleading.
15.2 Customers must not submit content that is defamatory, unlawful, fraudulent, threatening, abusive or infringing.
15.3 The Company may remove content that breaches these Terms or applicable law.
15.4 The Company will not remove a genuine negative review merely because it is negative, provided it complies with applicable law and these Terms.
- PRIVACY AND POPIA
16.1 Personal information will be processed in accordance with POPIA and the Company’s Privacy Policy.
16.2 Personal information may be processed where reasonably necessary for:
- processing orders;
- payment;
- delivery;
- customer service;
- returns and complaints;
- Product-quality investigations;
- fraud prevention;
- regulatory compliance;
- dispute resolution; and
- other lawful business purposes.
16.3 The Company may use appropriate third-party service providers for payment, delivery, hosting, communications, security and related services.
16.4 The Company will implement reasonable security safeguards appropriate to the information under its control.
- LIABILITY
17.1 Nothing in these Terms excludes or limits:
- a statutory consumer right;
- a statutory warranty;
- liability that cannot lawfully be excluded; or
- a remedy that cannot lawfully be waived.
17.2 Subject to applicable law, the Company is not responsible for loss arising from a customer’s:
- misuse of a Product;
- failure to follow Product instructions;
- improper storage;
- deliberate contamination or alteration;
- use contrary to warnings; or
- other conduct for which the Company is not legally responsible.
17.3 The Company does not exclude liability for defective, unsafe or non-compliant Products where such liability cannot lawfully be excluded.
17.4 Any limitation of liability in these Terms applies only to the maximum extent permitted by South African law.
- FORCE MAJEURE
18.1 The Company is not responsible for delay or failure caused by circumstances beyond its reasonable control, to the extent permitted by law.
18.2 Such circumstances may include serious infrastructure failure, natural disasters, fire, flood, industrial action, civil disorder, war, government action, major courier disruption, supplier failure, regulatory intervention or other circumstances beyond reasonable control.
- CHANGES TO THE WEBSITE AND THESE TERMS
19.1 The Company may modify, suspend or discontinue Website features where reasonably necessary.
19.2 The Company may amend these Terms to reflect changes in legislation, SAHPRA requirements, Products, technology, operations or business practices.
19.3 Changes will be published on the Website with an updated revision date.
19.4 An amendment will not retrospectively remove or reduce a right that has already accrued to a customer under applicable law or an existing transaction.
- GOVERNING LAW, DISPUTES AND SEVERABILITY
20.1 These Terms are governed by the laws of the Republic of South Africa.
20.2 Subject to applicable consumer legislation, disputes may be brought before a competent South African court or other competent forum.
20.3 Nothing in these Terms prevents a customer from approaching a competent regulator, tribunal, court or other dispute-resolution mechanism where legally entitled to do so.
20.4 If any provision is found to be unlawful, invalid or unenforceable, it will be limited or severed only to the extent necessary, and the remaining provisions will continue to apply.
20.5 Failure by the Company to enforce a provision immediately does not constitute a waiver of its right to enforce it later.
- CONTACT DETAILS
NutraLife Labs (Pty) Ltd
Trading as: NutraLife Labs (Pty) Ltd – Registration Number: 2015/299390/07
Physical Address: 1 Farnoll street, Stilfontein, Klerksdorp – North West 2551
Registered Address: 765 Spartan Street, Wingate Park 0181
Customer Service: support@nutralifelabs.co.za
Complaints: support@nutralifelabs.co.za
Terms Last Updated: 2026-10-20
IMPORTANT: These Terms should be read together with the Company’s separate Privacy Policy and Returns, Refunds & Product Complaints Policy. Where a Product is subject to a mandatory statutory right, these Terms do not seek to remove or restrict that right.