Shipping & Returns
How much does delivery cost?
Delivery costs are calculated at checkout and are dependent on where you are in South Africa. If you select “Click & Collect” on the checkout page (this option is available after you have entered in your billing information) then you can come and collect from our Joburg offices and do not have to pay any delivery fees. Collections are Monday to Friday 10am – 4pm excluding public holidays.
How long does it take to get my order?
Orders are typically delivered in 5 – 10 working days. If 10 working days have passed and your items still have not reached you please send us a mail to firstname.lastname@example.org and we will see what has happened to your package. Do not worry as we will make sure that you do get your items. Please remember that if you are in a very rural area it can take a bit longer for your items to reach you.
My tracking code is not working?
It can take up to 24 hours for a courier to book a parcel into their hub, so if you find that there is not information available when you try track your parcel please wait a little while and try again. For any questions regarding your shipment, please contact the courier directly.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. All returns are subject to a 10% handling fee.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Additional non-returnable items:
- Consumables – These include but are not limited to any products that are dissolved in water or have been used to hold or filter water.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. It can take between 7-10 business days for your money to be credited back into your account or credit card. This is due to the processes that have to be undertaken by the payment gateway.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable):
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will let you know where to send your item for exchanging.
All warranties are those granted to us (Bio Cache) by the manufacturers.
To return your product, you should email us on email@example.com and we will let you know where to send your item. Please make sure that you instruct the courier to deliver between 9am & 3pm. We cannot be held responsible if no one is at our offices, if they come before or after these times.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over R500.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.