Go Natural
If something is not right with your order, please get in touch. We will help you arrange a return and explain the options available.
How to arrange a return
Email info@gonatural.co.za or call 021 852 2744. Please include your order number or proof of purchase, the item you would like to return and the reason. You do not need an online account to ask for help.
We will confirm where to send the item, how the return will be arranged and any lawful return cost. Please contact us before sending a parcel so we can give you the correct instructions. This does not limit your right to give notice or return goods within a legal deadline.
Damaged incorrect or missing items
Let us know as soon as you notice damage, an incorrect item or missing parts. Photos of the item and packaging can help us investigate, but are not a condition of your legal rights. We will arrange the appropriate correction, replacement or refund and cover return costs for which we are responsible. A request to report an issue promptly does not shorten a statutory deadline.
Faulty goods and warranties
Where the Consumer Protection Act applies, goods that do not meet its quality requirements may be returned within six months of delivery, without penalty and at our risk and expense. You may choose a repair, replacement or refund as provided by the Act. If a repair does not resolve the fault, or another defect appears within three months of the repair, the Act provides for replacement or a refund.
We may need to inspect an item to understand the fault. We will explain the findings and the remedy available. An inspection does not take away your right to choose a remedy where the law gives you that choice. Manufacturer warranties are additional to your statutory rights.
Packing your return
Please pack the item securely and include its accessories where relevant. Original packaging is helpful, but is not required for a qualifying faulty-goods claim. Stop using an item if it may be unsafe and contact us before arranging transport.
Changing your mind about an online order
Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an online purchase within seven days after receiving the goods, without giving a reason or paying a penalty. Only the direct cost of returning the goods may be charged. Payments must be refunded within 30 days of cancellation.
Items with different return conditions
The online cooling-off right has exceptions under section 42 of that Act. These include books, certain unsealed recordings or software, personalised goods, goods made to your specifications, rapidly perishable goods and certain food or everyday-consumption deliveries. We will explain any exception that applies to your purchase. An ordinary item ordered from a supplier is not automatically a personalised item.
These exceptions do not remove your rights if goods are faulty, unsafe, incorrectly described or incorrectly supplied. Food and hygiene concerns will be considered according to the item and the applicable law.
Items unsuitable for an agreed purpose
If you told us that you needed an item for a particular purpose and it proves unsuitable, section 20 of the Consumer Protection Act may give you a separate right to return it. That provision refers to unsuitability established within 10 business days of delivery. Please contact us promptly so we can help with the applicable remedy.
Refunds
When a refund is due, we will confirm the amount, payment arrangements and processing date. We will not replace a monetary refund to which you are legally entitled with store credit unless you agree. Any deduction must be lawful and explained. No automatic restocking or refund fee applies to a qualifying statutory faulty-goods return.
Bank and payment-provider processing times can vary. These do not extend a legal refund deadline. We will let you know when the refund has been processed.
Other returns
For returns outside your statutory rights, please contact us to discuss the options. Any additional return benefit applies only where Go Natural expressly offers it. For discounted items or bundles, any refund allocation will take account of the amount paid and the applicable law. If you have a question about a return decision, email info@gonatural.co.za.