Return & Refund Policy

Effective Date: 1 January 2023

Welcome to BodyTheory. We are committed to providing high-quality products and excellent customer service. This Return & Refund Policy explains your rights and responsibilities when purchasing from BodyTheory.

By placing an order through our website, you agree to the terms below.

1. Contact Information

For all return, refund or warranty enquiries, please contact us first before sending any product back.

Email: bodytheorysupport@gmail.com

Returns sent without prior approval may be refused.

2. South African Consumer Rights

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act (ECT Act), or any other applicable South African law.

Where this policy differs from mandatory legal rights, the applicable law will prevail.

3. Change of Mind Returns

Due to the nature of our products, BodyTheory does not generally accept returns or provide refunds simply because a customer changes their mind, ordered the wrong item, no longer wants the product, or purchased the product by mistake.

However, where applicable South African law grants a consumer the right to cancel an online purchase, those legal rights will be honoured.

To qualify for any discretionary return:

• The request must be made within 7 days of delivery where applicable by law.
• The item must be unused.
• The item must be in its original packaging.
• All accessories, manuals and packaging must be included.
• The product must be in resalable condition.
• Proof of purchase must be provided.

Original shipping fees are non-refundable unless required by law.

Customers are responsible for return shipping costs unless the product is defective or the law provides otherwise.

4. Products That Cannot Be Returned

To protect the health and safety of our customers, we cannot accept returns of:

• Products that have been used.
• Products that have been opened where hygiene has been compromised.
• Personal care products that have come into contact with skin or bodily fluids.
• Damaged products caused by misuse, abuse, negligence or improper storage.
• Products damaged through unauthorised repairs or modifications.
• Clearance, promotional or final sale items (unless defective under the CPA).
• Gift cards.

5. Defective, Damaged or Incorrect Products

Please inspect your order immediately upon delivery.

If your order arrives:

• damaged;
• defective;
• incomplete; or
• incorrect,

please contact us within 48 hours of delivery with:

• your order number;
• photographs of the product;
• photographs of the packaging; and
• a description of the issue.

BodyTheory may request additional information before approving a return.

If the product is confirmed to be defective under the Consumer Protection Act, you may be entitled to a repair, replacement or refund in accordance with South African law.

6. Six-Month Implied Warranty

Under Section 56 of the Consumer Protection Act, consumers are entitled to an implied warranty of quality.

If a product is found to have a manufacturing defect within six months of delivery and the defect was not caused by misuse, accidental damage, improper handling, normal wear and tear or unauthorised modification, BodyTheory will provide an appropriate remedy as required by law after inspecting the returned product.

7. Non-Defective Damage

The warranty does not cover:

• accidental damage;
• water damage (unless specifically marketed as waterproof);
• cosmetic damage occurring after delivery;
• misuse;
• abuse;
• improper use;
• commercial use where the product was intended for personal use;
• failure to follow instructions;
• unauthorised repairs;
• normal wear and tear.

8. Return Approval Process

Before returning any product, customers must contact BodyTheory to obtain return approval.

Returns sent without approval may be refused and returned to the sender.

Where appropriate, we will provide return instructions.

9. Inspection of Returned Products

Every returned product is inspected before any refund, replacement or warranty claim is approved.

BodyTheory reserves the right to reject any return if:

• the product shows signs of misuse;
• the product has been damaged after delivery;
• parts or accessories are missing;
• the product is not in its original condition where applicable; or
• the return does not qualify under this policy or applicable law.

10. Refunds

If a refund is approved:

• refunds will be processed to the original payment method where possible;
• processing times depend on your bank or payment provider;
• shipping charges are not refundable unless required by law;
• any payment processing fees that cannot be recovered from payment providers may be deducted where legally permitted.

Refunds will only be issued after the returned product has been received and inspected where applicable.

11. Exchanges

We only replace products where:

• the incorrect item was supplied;
• the product is defective; or
• the product qualifies for replacement under the Consumer Protection Act.

We do not guarantee exchanges for changes of mind or incorrect purchases made by customers.

12. Refused Deliveries

If an order is refused without a valid legal reason, or if incorrect delivery details provided by the customer result in the parcel being returned, BodyTheory reserves the right to deduct:

• return shipping costs;
• courier charges;
• handling fees; and
• any other reasonable costs incurred before issuing any refund where legally permitted.

13. Failed Deliveries

Customers are responsible for providing accurate delivery information.

BodyTheory is not responsible for delays or additional costs resulting from:

• incorrect delivery addresses;
• incomplete addresses;
• failure to collect parcels;
• unavailable recipients.

Additional shipping costs for redelivery may apply.

14. Chargebacks

Customers agree to contact BodyTheory first to resolve any concerns before initiating a payment dispute or chargeback.

Fraudulent or abusive chargebacks may be contested using delivery confirmations, tracking information and other supporting evidence.

15. Limitation of Liability

To the maximum extent permitted by South African law, BodyTheory shall not be liable for:

• indirect or consequential losses;
• loss of profits;
• loss of income;
• delays caused by couriers;
• misuse of products;
• damage resulting from failure to follow product instructions.

Nothing in this policy excludes liability where exclusion is prohibited by law.

16. Policy Updates

BodyTheory reserves the right to update this Return & Refund Policy at any time.

The version published on our website at the time of purchase will apply to that purchase unless otherwise required by law.

Thank you for shopping with BodyTheory