We want you to be happy with every order. This policy explains when and how you can request a refund, in line with the South African Consumer Protection Act (CPA).
1. CPA cooling-off period
For purchases made online, you have the right to cancel the transaction within 5 business days of delivery without giving any reason, as provided by section 44 of the Electronic Communications and Transactions Act and the CPA. The product must be returned unused, in its original packaging and in a re-sellable condition. Return shipping is for the customer's account in this case.
2. Eligibility for refund
- Items received damaged, defective, or incorrect.
- Items not delivered within the timelines stated in our Shipping & Delivery policy.
- Sealed, unopened nutrients returned within 7 days of delivery in original packaging.
3. Non-refundable items
- Opened or partially used nutrient bottles (for hygiene and quality-control reasons).
- Custom-built hydroponic or aquaponic systems already in production.
- Training services already delivered.
4. How to request a refund
- Email hello@nanaorganics.org within the applicable window above with your order number and (if applicable) photos of the issue.
- We will respond within 2 business days with return instructions or a resolution.
- Approved refunds are paid back to the original payment method (the card or account used at checkout) within 5–10 business days via Paystack, once the returned item has been received and inspected.
5. Return shipping
If the return is due to our error (damaged, defective, or incorrect item), we cover return shipping. Otherwise, return shipping is for the customer's account.
6. Refund method
Refunds are always issued back to the original Paystack payment method. We do not issue cash refunds, EFTs to alternative accounts, or store credit unless the original method is no longer available, in which case we will agree an alternative in writing with you.
7. Contact
Email: hello@nanaorganics.org
Phone: +27 82 702 6818
Address: 5th Avenue, Parkhurst, 2193, Johannesburg, South Africa