Refund policy
At Calm Nature, we want you to be happy with your purchase. We carefully pack and inspect our products before they leave us, but we understand that issues can sometimes happen.
This policy explains when a product may be returned, exchanged or refunded.
1. Damaged or Incorrect Items
If your order arrives damaged, defective, incomplete or contains an item that you did not order, please contact us as soon as possible after delivery.
Please send us:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
- Any other information we may reasonably require to assess the issue
Where the issue is confirmed to be our responsibility, Calm Nature will arrange an appropriate remedy in accordance with applicable South African consumer law.
2. Defective or Poor-Quality Products
Your rights under the South African Consumer Protection Act (CPA) are not affected by this policy.
Where a product is defective, unsafe or of unacceptable quality, you may have the right to return the product and request a repair, replacement or refund, as applicable under the CPA.
The CPA provides an implied warranty of quality for qualifying goods for six months from delivery.
3. Unwanted Products
If you change your mind about a purchase, this does not automatically mean that you are entitled to a refund.
Where a return is permitted under applicable law, products must generally be returned unused, undamaged and in their original condition and packaging.
Because some Calm Nature products are consumable, personal-use or hygiene-related items, opened products may not be suitable for resale and may be excluded from voluntary change-of-mind returns where permitted by law.
This includes products such as:
- Tea and other consumable products
- Snacks and food products
- Bath and body products
- Products that have been opened or used
- Personal-use or hygiene products where applicable
This does not affect any consumer rights that cannot legally be excluded.
4. Calm Nature Bundles
Our bundles may contain multiple individual products.
If a bundle is returned because of a qualifying defect, damage or incorrect item, Calm Nature may assess the affected product(s) and provide the appropriate remedy in accordance with applicable law.
Where a bundle contains consumable or opened products, please do not send these back unless we have instructed you to do so.
5. Change-of-Mind Returns
Where Calm Nature voluntarily accepts a change-of-mind return, the product must be unused, unopened and in its original condition and packaging.
Return delivery costs may be the customer's responsibility for a voluntary change-of-mind return, unless applicable law provides otherwise.
6. Refunds
Once a return has been assessed and a refund is approved, the refund will be processed using the original payment method where reasonably possible.
The time it takes for the funds to reflect in your account may depend on your bank or payment provider.
7. Sale Items
Sale or promotional products remain subject to the same consumer rights that apply to other products.
A discounted price does not remove your statutory rights where a product is defective, unsafe or otherwise fails to meet the requirements of applicable consumer law.
8. How to Request a Return
To request a return or report a problem with your order, please contact Calm Nature using the contact details provided on our website.
Please include your order number and relevant photographs or information so that we can assess your request as quickly as possible.
9. Our Commitment
Nothing in this policy is intended to limit, exclude or waive any rights that you have under applicable South African law.
Where this policy conflicts with a mandatory consumer right, the applicable law will take precedence.