Refund Policy
At HealthTwin Supplements & Vitamins, customer satisfaction is our number one priority. We are committed to providing the best possible customer service with the best products at the best prices.
If you were unsatisfied with any of our products for any reason, please contact one of our managers:
- Ruan Cronje: 079 691 4575
- Reinhardt Cronje: 079 691 4576
Or you can send us an email at: centurion@healthtwin.co.za
In-Store Return and Refund Policy
We will gladly exchange any products within 7 days, provided they are sealed and in their original packaging. To complete your return, we require a receipt or proof of purchase.
Please note, we only offer in-store credit for returned product(s). We cannot process cash or card refunds. No manual card transactions.
Please note that you cannot return a product based on flavour, taste, or expectation. HealthTwin Supplements & Vitamins cannot be held responsible for how each customer reacts to certain product(s). It is the customer responsibility to ensure that they purchase the correct product (s). HealthTwin Supplements and Vitamins staff cannot be held responsible for information provided to the client or for the client’s expectations of the product.
This applies for in-store and online purchases.
Incorrect Products
If you received an incorrect product, you must report it to us within 7 days of receiving the product. You may return any incorrect product, provided it is unused, still sealed, in its original condition, and undamaged.
To complete your return, we require a receipt or proof of purchase. Follow the shipping instructions below to return an incorrect product.
Defective Products
If any product is faulty or visibly defective, you can request a return within 7 days of the delivery date. You can return the defective product for a replacement of the same product.
To complete your return, we require a receipt or proof of purchase. Follow the shipping instructions below to return a defective product.
Damaged Products
If any product is visibly damaged during transit, you can request a return within 7 days of the delivery date. You can return the damaged product for a replacement of the same product.
To complete your return, we require a receipt or proof of purchase. Follow the shipping instructions below to return a damaged product.
Shipping Instructions for Returning Products
For incorrect products, we will arrange for collection with our courier provider once we have confirmed that an incorrect product was sent out.
For defective and/or damaged products, you will be responsible for paying for your own shipping costs for returning the product. Shipping costs are non-refundable.
The user/customer needs to log into their account and complete a return form on the website with the following information: order number, product name, and reason for return (incorrect product/damaged product/defective product). Package your products securely in its original packaging with all documentation included.
The returning product needs to be sent to our store at Centurion Lifestyle Centre:
Shop 17, Centurion Lifestyle Centre
C/O Lenchen Ave & Old Johannesburg Road
Hennops Park
Centurion,
Gauteng
0157, South Africa
For your protection, we recommend using a fully tracked and insured courier service as the user/customer is responsible for the return of all defective and damaged products. HealthTwin Supplements & Vitamins cannot refund any product that got lost during return shipping due to insufficient labelling or an incorrect address. HealthTwin Supplements & Vitamins is not liable for any loss or damages during transit of the returned product.
Once we have received the returning incorrect product, it will undergo an assessment, following which the replacement product will be dispatched to you.
Upon receiving the returning product, it will go through an inspection. We will send you an email to notify you that we have received your returned product and inform you of the approval or rejection of your replacement or credit refund. If our assessment proves that the product is not defective or damaged, the user/customer will be responsible for the delivery cost to dispatch the same/original returning product back to them. If our assessment proves that the product is defective or damaged, HealthTwin Supplements & Vitamins will cover the delivery cost to dispatch the replacement product to the customer.
If a replacement product cannot be provided, a credit refund will be issued, as per the "Credit Refund" section below.
Please note that we cannot offer a replacement before we have received the incorrect, defective, or damaged returned product.
Depending on your location, the time it may take for your replacement product to reach you may vary. Please do not send your product back to the manufacturer.
Credit Refund
If HealthTwin Supplements & Vitamins cannot replace a valid incorrect, damaged, or defective product, an online credit refund will be provided. Once the refund is approved, we will contact you and arrange the amount of the returning product's credit refund. Please note we do not make cash, credit, or EFT refunds. The amount of your returning product will be credited to your online account within 1-2 working days and can be used on our online store.
The credit refund will be available for use for a period of 30 days, after which it may expire.
Special/Promotion Sale Products
Only regular-priced products may be refunded; unfortunately, special/promotion sale products cannot be refunded.
Please note, once an order has been placed and processed, customers are unable to cancel the order for a refund. Please be advised that all sales are final once the order has been confirmed and processed.
For any further questions, please do not hesitate to contact us at centurion@healthtwin.co.za.