PURE PASTURE SOAPERY REFUNDS & RETURNS POLICY
Effective Date: 5 November 2026
At Pure Pasture Soapery, every product is handcrafted with love, care, and attention to detail. We take pride in the quality of our handmade skincare, soaps, body care products, and candles. Your satisfaction is important to us, and we want you to feel confident when shopping with us. Please read this policy before making a purchase.
1. Returns & Exchanges
Due to the personal and hygienic nature of our products, we generally cannot accept discretionary change-of-mind returns or exchanges once products have been opened, used, or had their hygiene seals broken. Eligible unused products may be returned where applicable law provides that right. This policy does not
limit statutory rights relating to defective, unsafe, or incorrectly supplied products.
2. Damaged, Defective or Incorrect Products
We carefully inspect and package every order before dispatch. If you receive a product that is damaged, defective, leaking, or different from what you ordered, please contact us as soon as possible. We recommend notifying us within 48 hours of delivery, where reasonably possible, to help investigate delivery issues. Include
your name, order number or proof of purchase, a description of the issue, and photographs where available. The 48-hour request does not reduce your legal rights.
3. Refunds for Defective Products
Under the Consumer Protection Act, qualifying defective or unsafe goods may generally be returned within six months of delivery. Where applicable, consumers may choose a refund, repair, or replacement as provided by law. We will honour these rights and arrange an appropriate remedy.
4. Change-of-Mind Returns
For qualifying online purchases, the Electronic Communications and Transactions Act may provide a seven-day cooling-off period after receipt of goods, subject to statutory exceptions. Where applicable, the customer may be responsible for direct return shipping costs as permitted by law. Outside statutory rights, we do not generally accept change-of-mind returns of opened or used personal care products.
5. Allergic Reactions & Skin Sensitivities
Please read ingredient lists, patch-test new skincare products, and discontinue use if irritation occurs. Seek medical advice for severe or persistent reactions. An individual sensitivity does not automatically establish a product defect. Requests involving adverse reactions will be assessed individually, in accordance with
applicable consumer law. This policy does not exclude liability that cannot lawfully be excluded.
6. Handmade Product Variations
Small-batch handmade products may vary slightly in colour, shape, texture, decorative patterns, appearance, or fragrance intensity. Such differences do not necessarily indicate a defect; products must still meet applicable quality standards and their material descriptions.
7. Candles & Fragrance Products
Please inspect candles and fragrance products on delivery. Contact us about broken, damaged, or defective items. Used candles are generally not eligible for discretionary change-of-mind returns, without affecting statutory rights.
8. Return Shipping Costs
For qualifying defective, damaged, or incorrectly supplied products, Pure Pasture Soapery will cover reasonable return costs where required by law. For eligible change-of-mind returns, customers may be responsible for direct return costs where permitted. Contact us for instructions before sending an item back.
9. Refund Processing Times
Once a refund is approved, we aim to process it within 5–10 business days, subject to any applicable statutory deadline. Your bank or payment provider may require additional time for funds to reflect.
10. Order Cancellations
Please contact us as soon as possible if you need to cancel. Orders not yet dispatched may generally be cancelled for a refund, subject to applicable law and lawful exceptions. If already dispatched, the relevant return and cooling-off provisions apply.
11. Sale & Promotional Items
Discounted and promotional products retain the same applicable statutory consumer protections as full-price products.
12. How to Request a Return or Refund
Contact Pure Pasture Soapery via WhatsApp at 081 298 9094 or email purepasturesoapery@gmail.com. Include your order details and a brief explanation. We aim to respond within 1–2 business days.
13. Your Consumer Rights
This policy is intended to comply with applicable South African consumer legislation, including the Consumer Protection Act 68 of 2008 and Electronic Communications and Transactions Act 25 of 2002. Nothing here excludes or overrides rights or remedies that cannot legally be excluded.
Handcrafted with Love, Made with Care. Thank you for supporting our small business.