Returns Policy

Effective Date: 1 March 2026
Website: evolvegenix.co.za

At Evolve Genix, we want you to shop with confidence. Because we sell organic herbal dietary supplements intended for personal consumption, certain return restrictions apply for health, hygiene, and product safety reasons. This policy explains when products may be returned, exchanged, or refunded.

1. General Return Eligibility

You may request a return or exchange if:

  • the product delivered is incorrect;
  • the product is damaged on delivery;
  • the product is defective;
  • the product is expired at the time of delivery; or
  • you changed your mind and the product is still sealed, unopened, unused, and in its original condition.

To be eligible for a return, the item must be returned with:

  • proof of purchase or order number;
  • all original packaging, seals, labels, and inserts intact; and
  • any free promotional items that came with the order, where applicable.

2. Non-Returnable Items

For safety, hygiene, and quality-control reasons, we do not accept returns or exchanges on:

  • opened or used supplements;
  • products with a broken safety seal;
  • products not in their original condition or packaging;
  • items damaged due to misuse, improper storage, or handling after delivery;
  • sale, clearance, promotional, or free/gift items, unless defective; and
  • any product that is not suitable for return due to the nature of the item and applicable health standards.

Because our products are ingestible wellness products, we cannot resell returned items once opened or tampered with.

3. Damaged, Defective, Incorrect, or Expired Products

If you receive a product that is damaged, defective, expired, or not what you ordered, please contact us within 48 hours of delivery.

Please email us with:

  • your order number;
  • a description of the issue; and
  • clear photographs of the item, packaging, and shipping label.

Once your request has been reviewed and approved, we will, at our discretion and where applicable law requires, arrange one of the following:

  • a replacement;
  • an exchange; or
  • a refund to your original payment method.

Where a product is defective, consumers in South Africa generally have statutory protection under the Consumer Protection Act, including rights relating to repair, replacement, or refund in qualifying cases.

4. Change-of-Mind Returns

If you changed your mind, you may request a return within 7 days of delivery, provided the product is:

  • unopened;
  • unused;
  • sealed;
  • in its original packaging; and
  • in a condition suitable for resale.

Approved change-of-mind returns may be refunded less any applicable delivery, collection, handling, or restocking costs, where permitted by law.

We reserve the right to reject a return if the product has been opened, used, tampered with, or returned in a condition that makes it unsuitable for resale.

5. Return Shipping Costs

  • If the return is due to an incorrect, defective, damaged, or expired product, Evolve Genix will cover the reasonable return or collection cost.
  • If the return is due to a change of mind, the customer is responsible for return shipping and any collection or handling fees, unless otherwise required by law.

We recommend using a tracked courier service for returns where you are responsible for shipping the item back to us.

6. Refund Process

Once the returned item has been received and inspected, we will notify you whether your return has been approved.

If approved, refunds will be processed to your original method of payment within a reasonable period. Banking processing times may vary depending on your payment provider.

Please note:

  • original delivery fees may not be refundable for change-of-mind returns;
  • refunds may be refused if the returned item does not meet this policy’s return conditions; and
  • we may request additional information before approving a refund.

7. Products Returned Under Consumer Protection Law

Nothing in this policy is intended to limit any rights you may have under applicable South African consumer law. Where the Consumer Protection Act applies, customers may have the right to return goods in certain circumstances, including where goods are defective, unsafe, not of the type or quality reasonably expected, or otherwise fail to meet legal standards.

8. Direct Marketing Cooling-Off Rights

If a transaction qualifies as a direct marketing transaction under South African law, you may have a statutory cooling-off right to cancel within 5 business days, subject to the requirements of the Consumer Protection Act. Any refund in such cases will be handled in accordance with the law.

9. How to Request a Return

To request a return, please contact:

Evolve Genix via Email.

Please include:

  • your full name;
  • order number;
  • product name;
  • reason for return; and
  • photos where relevant.

We will provide return instructions once your request has been assessed.

10. Right to Refuse Returns

We reserve the right to refuse a return, exchange, or refund if:

  • the return falls outside the applicable return period;
  • the product has been opened, used, or tampered with;
  • the product is not returned in its original condition;
  • proof of purchase cannot be provided; or
  • the claim is fraudulent or abusive.

If you have any questions about this Returns Policy, please contact us at: