Firstly, if you're looking at our policy then we're assuming that you are considering shopping with us, in which case we want to take a moment to say thank you!
Nothing makes us happier than a happy customer, and we promise to do our very best to ensure you're not only thrilled with your purchase but also your customer experience. As such, rest assured that we are here to make right any hiccups that may occur along the way.
With that said, there are some things you may want to know...
The provision of goods and services on our site is subject to availability. In the extremely rare event of item unavailability, we will contact you within 1 working day to offer support with options for credit, substitution, split or delayed shipment (we are usually able to correct any shortage issues within 1-3 days).
Orders are processed upon receipt of payment. When making payment via EFT please forward proof of payment from your bank to firstname.lastname@example.org. This will allow us to allocate your payment as quickly as possible to prevent any delays. If no proof of payment from your bank is received we will wait until your payment clears before allocating payment and processing your order. This may take a few days, depending on the bank.
Our couriers deliver to street addresses nationwide, with some exclusions: embassies, malls and chain stores, plots, farms, mines and to some very outlying towns and townships. If our couriers can't deliver to your address we'll contact you to make alternative arrangements.
One of our courier partners – The Courier Guy, CourierIt, Dawn Wing Express or FastWay - will deliver to your physical address, Monday to Friday, 8am to 5pm. If you are at a business address during working hours then please register these details for your courier delivery unless someone is at home to sign for your parcel.
If you live in a main city centre then approximate shipping time is 1-3 working days, nationwide. If you live in an outlying area delivery may take up to 7 working days. The shipping time of heavy goods, bulk purchases and to regional areas is generally 3-5 working days.
Delivery to Your Selected Pargo Point
Shipping time to a Pargo point (there are 2000+, nationwide!) takes approximately 3-5 working days. Upon selection of Pargo shipping, you'll be asked to select / confirm the Pargo Point immediately upon completing order checkout.
Collection from Warehouse
The Order Pick-Up option is always free and you'll receive a notification as soon as your order is ready for collection from our warehouse. This will, generally, be within 1 business day.
We want you to be happy with your purchase. If you find the product is defective you can return the product to us within 30 days and we will either replace it, or credit your account. We're here to help.
Please note: product images are for illustrative purposes and may differ slightly from the actual product. The botanicals are subject to variation in appearance; natural products, by their very definition, can vary in appearance, texture, colour and scent.
Change of Heart
If you have a change of mind about a product purchased from us, you are welcome to return the product to us within 30 days. Once we have inspected the product and validated the items for return into stock, we will credit your account with the purchase price of the product within 3 business days.
Please note that we can only accept returned items that are still in their original, unopened, unused condition.
Cancellations & Order Edits
An order can be cancelled or edited only if payment has not yet been received.
To ensure the swift and safe handling of your order for prompt dispatch and delivery our systems do not allow for order edits to paid orders.
In transit damages are rare, but we understand that they can happen. Please contact us within 7 days of delivery if you have received an item that is damaged, has spilled or leaked. We will make prompt arrangements for a replacement product to be sent to you.
Please simply contact us with a photograph of the damaged item so that we can assist in resolving the issue as quickly as possible.
Every effort is made to ensure the swift and secure delivery of your ordered items. However, mistakes can happen, even - very occasionally - by the hard-working team responsible for the picking and packing of your orders. If your order is missing any items or accessories at the time of delivery, or an item is incorrectly supplied, please let us know within 7 days so that we can offer swift support in resolving the issue. We will make immediate arrangement for the collection of any incorrectly supplied items and the correct delivery of items as per your order.
Unforeseen circumstances like adverse weather, load shedding, hijacking, strikes, pandemics or unexpected product shortages could prolong the delivery time. It's rare, but it can happen. While delivery delays are not grounds for cancellation or refund, we undertake to keep you informed and rest assured, we will do everything in our power to get your order to you.
If you have any questions about our Terms of Service Policy, please don't hesitate to contact us.