Return and Refund Policy
Last updated: 10 September 2026
This Return and Refund Policy applies to products purchased directly from the Optwel SA online store.
We want our customers to receive the correct products in good condition and to understand clearly how returns and refunds are handled.
Because Optwel SA sells ingestible human and pet supplements, certain products cannot be returned once opened or used for hygiene and safety reasons. Nothing in this policy limits any rights that a consumer may have under applicable South African consumer law.
1. Change-of-Mind Returns
If you change your mind about a purchase, you may contact us within 7 days of receiving your order to request a return.
To qualify for a change-of-mind return, the product must:
- Be unopened and unused
- Have its original seal intact
- Be in its original packaging
- Be undamaged
- Be in a condition suitable for resale
Opened or used supplements cannot be returned simply because you have changed your mind.
All change-of-mind returns must first be approved by Optwel SA before being sent back.
2. Return Shipping Costs for Change-of-Mind Returns
For an approved change-of-mind return, the customer is responsible for the cost of returning the product to Optwel SA.
If the original order qualified for free delivery, the actual delivery cost originally incurred by Optwel SA may also be deducted from the refund.
For example, if Optwel SA paid a courier fee to deliver an order free of charge to the customer and the customer subsequently returns the order because they changed their mind, that original courier cost may be deducted from the refund.
These shipping charges do not apply where the return is due to an incorrect, damaged, defective or unsafe product for which Optwel SA is responsible.
3. Incorrect Products
If Optwel SA sends you a product different from the product you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the problem
- Photographs of the product received
Where Optwel SA supplied the incorrect product, we will arrange an appropriate replacement or refund and will cover the reasonable return or replacement delivery costs.
4. Products Damaged During Delivery
If a product arrives damaged during delivery, please notify us preferably within 48 hours of receiving the order.
Please provide:
- Your order number
- Photographs of the damaged product
- Photographs of the outer packaging
- A brief description of the damage
The 48-hour notification period helps us investigate courier-related claims promptly. It does not remove any statutory rights that may apply under South African law.
Where the claim is accepted, Optwel SA will arrange an appropriate replacement or refund.
5. Defective or Unsafe Products
If a product is defective, unsafe, materially damaged, or does not meet the quality standards reasonably expected of it, please contact us at info@optwel.co.za.
Qualifying defective or unsafe products will be dealt with in accordance with applicable South African consumer legislation, including the Consumer Protection Act 68 of 2008.
Where required by law, the reasonable cost of returning defective goods will be borne by Optwel SA.
6. Products That Cannot Be Returned for Change of Mind
Unless defective, damaged, incorrectly supplied, or otherwise returnable under applicable law, we do not accept change-of-mind returns for:
- Opened supplements
- Used supplements
- Products with broken or removed seals
- Products that have been incorrectly stored after delivery
- Products that have been contaminated, altered or damaged after delivery
- Products no longer in their original saleable condition
- Expired products where the product expired after being supplied within its stated shelf life
7. How to Request a Return
Before returning any product, please contact Optwel SA at:
Email: info@optwel.co.za
Please include:
- Your name
- Order number
- Product being returned
- Reason for the return
- Photographs where the item is incorrect, damaged or defective
We will assess the request and provide return instructions where applicable.
Please do not send a product back before receiving return instructions from Optwel SA.
8. Return Method
Approved returns must be sent back to Optwel SA by courier or another agreed delivery method.
For change-of-mind returns, the customer is responsible for arranging and paying for the return delivery.
For approved returns arising from an incorrect, damaged or defective product for which Optwel SA is responsible, Optwel SA will arrange or reimburse reasonable return delivery costs where applicable.
9. Refunds
Once an approved returned product has been received and inspected, we will confirm whether the refund has been approved.
Approved refunds will normally be processed within 5–10 working days after the returned goods have been received and assessed.
Refunds will normally be made to the original payment method where reasonably possible.
Your bank, card provider or payment provider may take additional time to reflect the refund after Optwel SA has processed it.
10. Refund Amount for Change-of-Mind Returns
For an approved change-of-mind return, the refund will generally be based on the price paid for the returned product, less any applicable:
- Return delivery costs; and
- Original delivery costs paid by Optwel SA where the order originally qualified for free shipping.
No such deductions will be made where prohibited by applicable consumer law.
11. Exchanges
We do not ordinarily offer direct exchanges for change-of-mind purchases.
Where a return is approved, a refund may be processed and the customer may place a new order for the preferred product.
Incorrect, damaged or defective products may be replaced where appropriate.
12. Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@optwel.co.za.
If the order has not yet been handed to the courier, we will endeavour to cancel it and issue the appropriate refund.
If the order has already been dispatched, the return provisions above will apply.
13. Consumer Rights
This policy is intended to clearly explain Optwel SA’s return and refund procedures.
Nothing in this policy is intended to exclude, restrict or limit any rights that a consumer may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African law.
Where there is any conflict between this policy and a mandatory provision of applicable consumer law, the applicable law will prevail.
14. Contact Us
For all return, refund, damaged-product or order-related enquiries, please contact:
Optwel SA
Email: info@optwel.co.za