Integrow Health — Refund & Returns Policy (General)
Effective date: 1 January 2026
This Refund & Returns Policy (“Policy”) applies to purchases made on the Integrow Health website (“Integrow Health,” “we,” “us,” or “our”). It is intended to explain eligibility, timelines, and how refunds are handled.
1) Eligibility for Returns and Refunds
Because our products are health supplements, returns and refunds are handled according to product condition and applicable consumer protection, health, and safety standards.
You may be eligible for a refund or replacement if:
– You received the wrong product, or
– Your order arrived damaged, defective, or tampered with, or
– Your order was lost in transit (subject to carrier investigation), or
– You were charged incorrectly (duplicate charges or pricing errors), or
– Your order qualifies under any mandatory consumer rights that apply in your jurisdiction.
Change-of-mind / “no longer needed” returns:
For hygiene and safety reasons, opened or used supplements are generally not eligible for return or refund unless required by law. Unopened products may be eligible as described below.
2) Return Window
To request a return, refund, or replacement, you must contact us within:
– 14 days of delivery for damaged/incorrect items (recommended), and
– 30 days of delivery for unopened, eligible returns (where permitted), unless local law provides otherwise.
We may ask for supporting documentation (see Section 4).
3) Condition of Returned Items
If a return is approved, items must generally be:
– Unopened, unused, and in original packaging, and
– In resalable condition (no damage, markings, or missing components)
We cannot accept returns of items that are opened, partially used, or missing safety seals, unless the item arrived damaged/defective or return is required by law.
4) Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us promptly and provide:
– Your order number
– A brief description of the issue
– Photos of the product, packaging, and shipping label (where possible)
If confirmed, we will typically offer one of the following (at our discretion, subject to availability and law):
– A replacement shipped at no additional cost, or
– A refund to the original payment method, or
– A store credit (if you prefer)
5) Lost or Stolen Packages
If tracking shows the package is lost or undelivered, we will work with the carrier. Outcomes may include replacement or refund depending on the carrier’s investigation and the delivery details.
If tracking shows “delivered” but you did not receive the package, we may request additional information and may ask you to contact the carrier or local authorities. Refunds/replacements for “delivered” packages are handled case-by-case.
6) Non-Returnable / Non-Refundable Items
Unless required by law, the following are generally not refundable:
– Opened or used supplements
– Items with broken seals (unless damaged on arrival)
– Products marked final sale, clearance, or non-returnable
– Gift cards
– Shipping fees (except where we made an error or where required by law)
7) How Refunds Are Processed
– Approved refunds are issued to the original payment method used at checkout.
– Refund timing depends on your bank/payment provider; typically 5–10 business days after processing.
– If only part of an order is refunded, the refund will reflect only the eligible item(s) and applicable taxes.
8) Shipping Costs and Return Shipping
– If the return is due to our error (wrong item, damaged/defective product), we will cover return shipping or may provide a prepaid label where available.
– For approved change-of-mind returns (unopened items), you may be responsible for return shipping costs and original shipping fees may be non-refundable, unless required by law.
9) Chargebacks and Payment Disputes
If you experience an issue with your order, please contact us first so we can resolve it quickly. Initiating a chargeback without contacting us may delay resolution. We reserve the right to provide order and delivery documentation to the payment processor to respond to disputes.
10) Contact Information
To request a refund, return, or replacement, contact:
Email: info@integrow.co.za
11) Policy Updates
We may update this Policy from time to time. The version posted on our website at the time of purchase will generally apply, except where changes are required by law.