Returns & Refunds

How to Request a Return

To request a return, please contact orders@ilovenatural.co.za and provide:

1. your order or invoice number and contact details;

2. the reason for the return;

3. photographs of the product where relevant; and

4. the product batch number, where available.

5. Please do not discard your item. We may ask that you return it for quality assurance.

For product-quality complaints, we may also ask when the product was opened, how it was used and stored, and may request that the remaining product and packaging be returned for assessment.

Please do not send products back before contacting us. Our warehouse does not accept walk-in returns.

Products purchased from an authorised retailer should be referred to the retailer from whom they were purchased in the first instance.

Refunds & Return Costs

Once a return has been received and, where appropriate, assessed, we will notify you of the outcome.

Approved refunds will ordinarily be processed using the original payment method. Please allow 5–10 business days after processing for the refund to reflect, depending on your bank or payment provider.

For returns made under our voluntary 14-day satisfaction policy, return shipping costs are generally for the customer’s account and original shipping charges are non-refundable.

Where a product qualifies for return under section 56 of the CPA, the return will be handled without penalty and at the supplier’s risk and expense as required by law.

Returns for orders paid by gift card will ordinarily be refunded to a new gift card sent to the email address associated with the original order.

Nothing in this policy limits or excludes any rights available to consumers under the Consumer Protection Act or other applicable South African law

Unopened products

If you’d like to return your products—get in touch with us at orders@ilovenatural.co.za with your order details within 7 days of receiving your order with a description of why you would like to return the product. 

To be eligible for a return, your item must be in the same condition you received it, unopened or unused and in its original packaging (i.e., saleable condition). If the reasons for return are valid, please ship unopened products back to us within 7 days of receiving your order, bearing all return shipment costs.

If you are returning the item because it is not suitable or you have changed your mind we will refund you, less the courier fee once the item has been returned to our warehouse and our team has confirmed that the item is in a saleable condition.

Please send any products for return or exchange to:

Ilovenatural Pty Ltd

Attention: Returns / Customer Care

21 La Montagne

Steynsrust

Somerset West

Western Cape

7130

Opened products – 14-Day Satisfaction Policy

In addition to your statutory rights under the Consumer Protection Act 68 of 2008 (“CPA”), we offer a 14-day customer satisfaction policy for opened products purchased from store.ilovenatural.co.za.

If you are dissatisfied with an opened product, please contact us within 14 days of receiving your order and commencing use of the product. We may request proof of purchase, photographs, the product batch number and the reason for the return to assist us in assessing your request. 

Returns under our 14-day satisfaction policy are considered on a case-by-case basis.

This 14-day policy is an additional benefit and does not limit your statutory rights under the CPA.

Faulty, Unsafe or Defective Products – 6-Month Statutory Warranty

In accordance with sections 55 and 56 of the CPA, products must be of good quality, reasonably suitable for their intended purpose, free from defects and reasonably durable having regard to their normal use and the circumstances of their supply.

If, within six months of delivery, a product fails to meet these statutory requirements, you may return it without penalty and at the supplier’s risk and expense and may be entitled to a replacement or refund in accordance with the CPA.

The six-month statutory warranty is not a general six-month satisfaction or change-of-mind return period.

Opening or using a product does not, by itself, exclude your statutory rights. However, the statutory warranty may not apply where the problem arose after delivery as a result of incorrect storage, misuse, contamination, exposure to excessive heat, sunlight or moisture, failure to follow the product’s use or storage instructions, or other alteration or inappropriate handling of the product.

Where necessary, we may reasonably request information or inspect the product to determine the nature and possible cause of the reported problem. 

Order Cancellations & Modifications

If you would like to cancel an order, please send an email to orders@ilovenatural.co.za immediately. We aim to process orders as quickly as possible and may not be able to accommodate your request but will be happy to work with you until it is resolved.

Unfortunately, we are unable to cancel single items from an order. If your order is cancelled, you will receive an email notice alerting you to the cancellation. You will be refunded for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please send an email to orders@ilovenatural.co.za 

If you need to update your shipping address, please send an email to orders@ilovenatural.co.za immediately.

Exceptions/Non-returnable Items 

Only products purchased on store.ilovenatural.co.za may be returned.

Items purchased from another retailer are not eligible for a refund. Please return those to the store where purchased.

Original shipping and handling charges are non-refundable.

Opened products without before-and/or-after photos.

Items purchased with a discount or as part of a value set are not eligible for an exchange.

Items of the same price, excluding any discount, are eligible for an exchange.

Any products that are nearly empty, tampered and filled with other substances are not refundable.

Partial sets or bundles are not eligible for a return — only complete sets.

Items that have been damaged or lost from personal usage—dropped, stolen, spilled, mishandled, etc.—are not refundable.

Gift cards are not refundable.

Updated: 31 August 2026