IPS Health and Wellness (Pty) Ltd
Thank you for your purchase. We hope you are happy with your selected products however, if you are not completely satisfied with your purchase for any reason, you may be entitled to return it to us for a refund, store credit, exchange or other applicable remedy in accordance with this Policy.
Please take note:
- By using any voucher, online voucher, membership rewards points and/or concluding any direct-marketing purchase, you acknowledge and agree to the terms of this Return and Refund Policy.
- Where more than one return or refund provision could appear to apply to a purchase, the provision specifically applicable to the manner in which the product was purchased shall prevail.
- For any questions or concerns regarding this policy, please contact our client care team at info@ipshealth.co.za or +2710 140 6700.
1. Goods Purchased on Online Store
Cooling-off period
1.1. You may cancel and return any products purchased from our online store within 7 days after delivery of the products.
1.2. Should you wish to return products bought, please contact our Client Care department to log a return request.
1.3. Once all necessary arrangements have been made, IPS will arrange a collection of the package with the couriers. The relevant courier company will inform you via SMS, telephone or email as to when the package will be collected. Please note that it is your responsibility to ensure that the package is given through to the couriers on the set collection date. If we (or the courier) do not receive the package, we will not be able to process a refund.
1.4. To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:
1.4.1. package your products safely and securely for protection during transit; and
1.4.2. clearly mark your return reference number on the outside of the parcel; and
1.4.3. include all accessories and parts that were sold with the product.
1.5. Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1.6. Once we receive your product/s, we will inspect it/them and notify you (by way of SMS and/or email) that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the product/s.
1.7. If your return is approved, we will initiate a refund to your original method of payment.
1.8. You will receive the credit within a certain amount of days, depending on your card or bank issuer’s policies.
2. Goods Purchased by way of Direct Marketing
2.1. You may cancel and return any products purchased by way of direct marketing within 90 (ninety) days after delivery of the products. This section does not apply to purchases qualifying for the 30-Day Confidence Guarantee set out in Clause 3.
2.2. Should you wish to return products bought, please contact our Client Care department to log a return request.
2.3. Once all necessary arrangements have been made, IPS will arrange a collection of the package with the couriers. The relevant courier company will inform you via SMS, telephone or email as to when the package will be collected. Please note that it is your responsibility to ensure that the package is given through to the couriers on the set collection date. If we (or the courier) do not receive the package, we will not be able to process a refund.
2.4. To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:
2.4.1. package your products safely and securely for protection during transit; and
2.4.2. clearly mark your return reference number on the outside of the parcel; and
2.4.3. include all accessories and parts that were sold with the product.
2.5. Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
2.6. Once we receive your product/s, we will inspect it/them and notify you (by way of SMS) that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the product/s.
2.7. If your return is approved, we will initiate a refund to your original method of payment.
2.8. You will receive the credit within a certain amount of days, depending on your card or bank issuer’s policies.
2.9. Product Usage Requirement and Fair Usage Policy for Returns
2.9.1. To qualify for a return, you must demonstrate that you have used the product as directed, in accordance with the dosage and usage instructions provided. Products must have been used for a reasonable period to allow for their effects to be experienced.
2.9.2. Additionally, all returns are subject to a Fair Usage Policy [1]. This means that products must be returned in proportion to the prescribed usage. For example, if a customer purchases a 9-month supply (9 bottles) of a product and seeks a return after 60 days, only the unused portion of that supply, corresponding to a reasonable amount for the prescribed usage, may be returned. Unused or unopened products exceeding this reasonable quantity will not be eligible for return.
2.9.3. This policy ensures that returns are reflective of personal use and prevents the distribution of unused products to others. All returns remain subject to our 90-day return window from the date of delivery.
3. 30-Day Confidence Guarantee for Health Stack Campaign Purchases
3.1. Scope of this Guarantee
3.1.1. This 30-Day Confidence Guarantee applies only to customers who purchased an eligible Health Stack through an IPS Health and Wellness promotional landing page designated by IPS Health and Wellness as qualifying for this guarantee.
3.1.2. Eligibility for this promotional guarantee shall be determined by IPS Health and Wellness based on its sales records, campaign identifiers and order information.
3.1.3. This promotional guarantee does not apply to:
3.1.3.1. purchases made through direct marketing;
3.1.3.2. purchases made through the standard online store;
3.1.3.3. individual products purchased separately; or
3.1.3.4. any products other than the eligible Health Stacks listed below.
3.2. Eligible Products
3.2.1. The following Health Stacks qualify for the 30-Day Confidence Guarantee:
3.2.1.1. Sleep Stack – Starter Option
3.2.1.2. Sleep Stack – Full Support
3.2.1.3. Energy Stack – Starter Option
3.2.1.4. Energy Stack – Full Support
3.2.1.5. Stress Stack – Starter Option
3.2.1.6. Stress Stack – Full Support
3.2.2. IPS Health and Wellness reserves the right to amend the list of eligible Health Stacks from time to time.
3.3. Satisfaction Guarantee
3.3.1. If, after using the products as directed, you are not satisfied with the effectiveness of the eligible Health Stack, you may request a refund within 30 (thirty) days of the date of delivery.
3.3.2. This guarantee is intended solely as a satisfaction guarantee relating to the perceived effectiveness of the eligible Health Stack.
3.4. Exclusions
3.4.1. The 30-Day Confidence Guarantee does not apply where the request for a refund arises from:
3.4.1.1. change of mind;
3.4.1.2. incorrect product selection by the customer;
3.4.1.3. failure to use the products as directed;
3.4.1.4. failure to allow a reasonable period for the products to be used in accordance with the recommended usage instructions;
3.4.1.5. defective products, which remain subject to clause 4 of this Policy; or
3.4.1.6. purchases that do not qualify under clause 3.1 above.
3.5. Return Requirements
3.5.1. Customers requesting a refund under this guarantee must:
3.5.1.1. notify IPS Health and Wellness within 30 (thirty) days after delivery;
3.5.1.2. return all remaining products comprising the Health Stack, including opened and unopened containers, unless otherwise instructed by IPS Health and Wellness;
3.5.1.3. comply with IPS Health and Wellness’ collection procedures; and
3.5.1.4. reasonably demonstrate that the products were used in accordance with the prescribed dosage and directions for use.
3.5.2. The 30-Day Confidence Guarantee may only be claimed once per qualifying Health Stack purchased by a customer unless IPS Health and Wellness agrees otherwise in writing.
3.5.3. IPS Health and Wellness reserves the right to decline any claim where there is evidence of abuse, fraud, excessive claims, or failure to comply with the requirements of this guarantee.
3.6. Relationship with Other Return Rights
3.6.1. This promotional Confidence Guarantee is an additional voluntary benefit offered by IPS Health and Wellness for qualifying Eligible Health Stack Campaign purchases only.
3.6.2. This Confidence Guarantee is a voluntary promotional benefit offered by IPS Health and Wellness and does not constitute an admission regarding the effectiveness of any product. Individual results may vary between consumers.
3.6.3. This Confidence Guarantee is also subject to the Fair Usage Policy contained in clause 2.9.2, to the extent applicable.
3.6.4. It replaces the 90-day satisfaction guarantee applicable to direct marketing purchases and does not limit or affect any rights that consumers may have under the Consumer Protection Act in respect of defective goods or statutory cooling-off rights where applicable.
4. Defective Products
4.1. Defective products may be returned prior to the lapse 6 (six) months from the date of delivery.
4.2. In the event that any of our products are found to be defective, please notify us as soon as you become aware of the defect. We will arrange for it to be collected and you will not be responsible for any costs involved with respect to such a return.
4.3. To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:
4.3.1. package your products safely and securely for protection during transit; and
4.3.2. clearly mark your return reference number on the outside of the parcel; and
4.3.3. include all accessories and parts that were sold with the product.
4.4. Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
4.5. Once we receive your product/s, we will inspect it/them and notify you (by way of SMS and/or email) that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the product/s.
4.6. If it is found that the product is defective within 6 (six) months of the delivery date, you may choose to receive a replacement product or a proportional refund within 10-20 business days after it has been collected.
5. Vouchers and Membership Points
5.1. This section applies to all vouchers, online vouchers, and membership rewards points (including, but not limited to, HealthBucks) issued or awarded by IPS Health and Wellness.
5.2. Non-Redeemable for Cash
5.2.1. Vouchers, online vouchers, and membership rewards points are not exchangeable for cash under any circumstances. This includes partial redemption or remaining balances on any voucher or rewards points account.
5.3. Non-Transferable
5.3.1. Vouchers, online vouchers, and membership rewards points are strictly non-transferable. They may only be redeemed by the person to whom they were issued.
5.4. Valid Usage
5.4.1. Vouchers and online vouchers may only be used toward purchases on IPS Health and Wellness’ website, subject to the terms and conditions of the specific voucher or promotion.
5.4.2. Membership rewards points may only be redeemed against eligible products and services as specified in the terms and conditions of the rewards program.
5.5. Refunds on Purchases Made with Vouchers or Membership Points
5.5.1. Purchases made in full or part with vouchers, online vouchers, or membership points are not eligible for cash refunds.
5.5.2. In the event that an item purchased with a voucher or membership points is returned, the refund will be issued in the same form of payment used for the original purchase:
5.5.2.1. If a voucher or points were used, the value will be credited back in the form of a new voucher or equivalent rewards points, according to our return policy.
5.6. Lost or Stolen Vouchers and Membership Points
5.6.1. Lost, stolen, or damaged vouchers or membership points will not be replaced. Customers are responsible for ensuring the security of their vouchers and rewards points accounts.
5.7. Fraudulent Use
5.7.1. Any fraudulent activity involving the use of vouchers, online vouchers, or membership rewards points will result in the immediate cancellation of the voucher or points. Legal action may be pursued where necessary.
6. Changes to the Return and Refund Policy
6.1. IPS Health and Wellness reserves the right to modify or amend this policy at any time without prior notice. Any changes will be effective immediately upon posting the updated policy on our website.
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[1] The IPS Health and Wellness Fair Usage Policy forms part of and is incorporated into this Return & Refund Policy. A copy of the Fair Usage Policy is available on our website or upon request.