At Hygeniq, we want you to be satisfied with your purchase. We take care to ensure that products are accurately described, correctly packed and delivered in good condition.

This Refunds & Returns Policy explains how returns, exchanges and refunds are handled when purchasing from www.hygeniq.co.za.

1. Change of Mind / Unwanted Products

If you change your mind about a purchase, you may request to return the product within 7 days of receiving your order, subject to the conditions below.

To qualify for a return, the product must:

• Be unused and in its original condition.
• Be returned in its original packaging where applicable.
• Include all components, accessories and parts supplied with the product.
• Not have been damaged, altered or used after delivery.
• Be accompanied by proof of purchase or your Hygeniq order number.

For approved change-of-mind returns, the customer is responsible for the cost of returning the product to Hygeniq.

Any rights you may have under applicable South African consumer legislation remain unaffected by this policy.

2. Products That Cannot Normally Be Returned

For health, hygiene and safety reasons, certain products may not be returned once opened, used or unsealed unless they are defective, damaged or incorrectly supplied.

These may include:

• Opened cleaning chemicals, liquids or consumable cleaning products.
• Hygiene-related products that have been used or opened.
• Products specifically ordered, manufactured or customised for the customer.
• Products damaged because of misuse, negligence or incorrect storage.
• Products that have been altered or modified after delivery.

This does not limit any rights you may have in respect of defective or unsafe products under applicable South African law.

3. Incorrect Products

If you receive a product different from the product that you ordered, please contact Hygeniq as soon as possible.

We recommend notifying us within 48 hours of delivery so that we can resolve the matter quickly.

Once the incorrect product has been confirmed, Hygeniq will arrange for the item to be collected or returned at our cost and, depending on your preference and product availability, we will:

• Send you the correct product; or
• Issue an applicable refund.

The 48-hour notification request does not remove or reduce any statutory rights available to you.

4. Products Damaged During Delivery

Please inspect your order as soon as reasonably possible after receiving it.

If your product arrives damaged, please contact us and provide:

• Your order number.
• A description of the damage.
• Clear photographs of the damaged product.
• Photographs of the packaging where applicable.

We recommend reporting visible courier damage within 48 hours of delivery so that we can raise the matter with the courier promptly.

Once the claim has been assessed and approved, Hygeniq may arrange for replacement of the product or a refund, depending on the circumstances and your rights under applicable law.

5. Defective Products

Hygeniq supplies products subject to the statutory protections provided by the Consumer Protection Act 68 of 2008.

Where a product is defective, unsafe, of poor quality or not reasonably suitable for its intended purpose, you may have the right to return the product within six months after delivery.

Where the Consumer Protection Act applies, and the product is confirmed to fall within the statutory warranty requirements, the customer may choose, where legally applicable, between:

• Repair of the product;
• Replacement of the product; or
• Refund of the purchase price.

Hygeniq may inspect the product to determine the nature and cause of the defect.

A product will generally not be considered defective where the problem results from:

• Normal wear and tear.
• Incorrect use of the product.
• Failure to follow product instructions.
• Negligence or accidental damage.
• Improper storage.
• Alteration or modification of the product.
• Damage occurring after delivery due to circumstances outside Hygeniq’s control.

Nothing in this policy is intended to exclude or limit a consumer’s statutory rights.

6. Return Courier Costs

Return courier costs depend on the reason for the return.

Where a customer is returning an unwanted product or exercising an applicable change-of-mind right, the customer may be responsible for the direct cost of returning the product.

Where a product has been incorrectly supplied or qualifies as defective under applicable consumer legislation, Hygeniq will bear the applicable return costs where required by law.

Customers should not send a return without first contacting Hygeniq and receiving return instructions.

7. Refunds

Once a returned product has been received and inspected, we will notify you regarding the outcome of your return.

If a refund is approved, the refund will normally be made using the original payment method wherever reasonably possible.

Depending on your bank or payment provider, there may be a delay between Hygeniq processing the refund and the funds reflecting in your account.

Where legislation specifies a particular refund period, Hygeniq will process the refund in accordance with that requirement.

Shipping or delivery fees may not always be refundable where the return is simply due to a change of mind, subject to applicable consumer law.

8. Exchanges

Where applicable, products may be exchanged for another product of the same value.

If the replacement product costs more than the original product, the customer will be required to pay the difference.

If the replacement product costs less, any applicable difference will be dealt with in accordance with the agreed return or refund arrangement.

Exchanges remain subject to product availability.

9. Sale and Promotional Products

Products purchased on promotion or at a discounted price remain subject to applicable consumer protection legislation.

Where an item is not defective and is returned simply because the customer has changed their mind, the return must comply with the requirements set out in this policy.

10. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Where the order has not yet been processed or dispatched, we will attempt to cancel it and arrange an applicable refund.

If the order has already been handed over to the courier, it may need to be treated as a return after delivery.

Online customers may also have additional cancellation or cooling-off rights under the Electronic Communications and Transactions Act 25 of 2002, where applicable.

11. How to Request a Return

To request a return, refund or exchange, please contact Hygeniq and provide:

• Your full name.
• Your order number.
• The product you would like to return.
• The reason for the return.
• Photographs where the product is damaged, defective or incorrect.

Email: [INSERT HYGENIQ EMAIL ADDRESS]
Website: www.hygeniq.co.za
Telephone / WhatsApp: [INSERT CONTACT NUMBER]

Our team will provide you with instructions on how and where the product must be returned.

Please do not send products back without first contacting us.

12. Consumer Rights

This policy must be read together with applicable South African legislation, including the:

• Consumer Protection Act 68 of 2008; and
• Electronic Communications and Transactions Act 25 of 2002.

Nothing contained in this Refunds & Returns Policy is intended to waive, exclude or restrict any consumer right that cannot legally be waived, excluded or restricted.

13. Contact Us

For questions regarding returns, refunds, exchanges or damaged products, please contact:

Hygeniq
Website: www.hygeniq.co.za
Email: [INSERT HYGENIQ EMAIL ADDRESS]
Telephone / WhatsApp: [INSERT CONTACT NUMBER]