Returns and refunds

Basis Nutrition (Pty) Ltd · Last updated 17 August 2026

We sell food, which limits what we can take back once a container has been opened. This policy sets out what we refund, what we do not, and how to ask.

Cancelling before we ship

You can cancel any order at no cost while it is still with us. Email us the same day you ordered and we will stop it and refund you in full.

Once the parcel has left with the courier we cannot stop it. The cooling off period below applies instead.

Seven day cooling off

You may cancel an order within 7 days of receiving it, for any reason or none. You do not have to explain, and there is no penalty. This is your right under section 44 of the Electronic Communications and Transactions Act 25 of 2002.

The product must come back to us:

• unopened, with the tamper seal intact
• in its original container and packaging
• in a condition we can sell

You arrange and pay for the return, and the goods are at your risk until they reach us, so use a courier that gives you a tracking number. Once the product arrives and we have checked it, we refund the full purchase price including the original delivery charge.

Opened containers

If the seal is broken we cannot verify what is inside, and we cannot sell it to anyone else. Food safety rules do not allow us to return it to stock. So an opened product cannot be returned because you changed your mind, did not like the taste, or found it did not suit you.

This applies to change of mind only. Faulty products are covered next.

Faulty, unsafe or incorrect products

If something is genuinely wrong with what we sent, we will put it right whether the container is open or closed. That covers product that is contaminated, spoiled, past its expiry date on arrival, badly sealed, mislabelled, or simply not what you ordered.

Tell us within 7 days of noticing the problem. Send your order number, the batch code on the container, and photographs of the product and label. We arrange collection at our cost.

You choose the remedy. We will repair, replace or refund in full, whichever you ask for. This is your right under sections 55 and 56 of the Consumer Protection Act 68 of 2008, and it runs for 6 months from delivery.

How we check a claim

On a faulty product claim we inspect what comes back. We check the batch code against our records, examine the container and seal, and where it matters we have the contents tested.

We will decline a claim if the inspection shows that:

• the contents are not the product we supplied
• the container has been refilled, decanted or tampered with
• the product has been substantially used up
• the damage happened after delivery, through storage in heat or damp, or through ordinary use

If we decline a claim we will tell you why in writing and return the product to you at our cost. You are free to take the matter to the National Consumer Commission or the Consumer Goods and Services Ombud, and we will co-operate with either.

How to ask for a refund

Email [email protected] with your order number and what went wrong. Please wait to hear from us before sending anything back, as we need to give you a return reference first. We reply within one business day.

How refunds are paid

Refunds go back the way the money came, through our payment processor. We cannot pay into a different account, and we do not refund in cash or vouchers unless you ask for store credit instead.

Repeat orders

If you have set up a repeat order you can cancel it at any time from your account or by emailing us. Cancel before the next charge date and you will not be billed again. Cancelling stops future orders, it does not refund an order already sent, which falls under the rest of this policy.

Your rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. If anything here gives you less than those Acts do, the Acts apply.

Basis Nutrition (Pty) Ltd, Somerset West, Western Cape, South Africa.