Refund policy
Return and Refund Policy for Thr3e (Pty) Ltd
Applicable to: www.thr3e.co.za
1. Our Commitment to Quality
At Thr3e, we take pride in the quality and potency of our gummy supplements. We want you to be completely satisfied with your purchase. Please read this policy carefully as it outlines your rights and obligations when returning products purchased from our online store.
This policy is compliant with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act) .
2. Your Statutory Rights (No "Change of Heart" Returns)
Important: Under South African law, you do not have an automatic right to return goods simply because you have changed your mind, found a lower price elsewhere, or did not like the product . For example, if you purchase a 30-day supply of Creatine Gummies and decide after two days that you no longer want them, you cannot force Thr3e to accept the return.
However, the law does provide you with specific rights to return goods under the circumstances detailed below.
3. Returns for Health & Safety Reasons (Public Health Exclusion)
Due to the nature of ingestible supplements and for public health safety, we cannot accept returns on any product that has been opened, used, partially consumed, or whose protective seal has been broken or tampered with . This policy is in line with legal exclusions under the CPA for reasons of public health .
Non-Returnable Items include:
- Any gummy packet where the safety seal is broken or missing.
- Products that have been removed from their original packaging.
- Products that show signs of use or consumption.
4. When You CAN Return Goods (Consumer Rights)
In line with the CPA and ECT Act, you may return goods in the following specific instances :
4.1 The 7-Day Cooling-Off Period for Online Purchases (ECT Act)
Because you purchased the goods online without seeing them physically, the ECT Act grants you a cooling-off period .
- You may cancel your purchase for any reason (or no reason) within 7 days after the date you receive the goods .
- Condition: The goods must be unopened, unused, and in their original sealed packaging.
- Costs: You will be responsible for the direct cost of returning the goods to us .
- Refund: Once we receive the unopened product, we will refund the purchase price (excluding the original shipping cost) within 15-30 business days.
4.2 Goods Not as Described or Unsuitable for Purpose
If the goods delivered do not match the description on our website, are not of satisfactory quality, or are not suitable for a specific purpose you disclosed to us before purchase (and we advised you they would be suitable), you may return them .
- Time Limit: You must return the goods within 5 business days after delivery .
- Condition: The product must not have been partially or entirely consumed or combined with other goods .
- Costs: Thr3e will pay for the return shipping costs and provide a full refund without penalty.
4.3 Defective or Damaged Goods (Implied Warranty of Quality)
The CPA provides an implied warranty that all goods are of good quality, free from defects, and will be usable for a reasonable period of time .
- Time Limit: You may return goods that are defective or do not comply with the quality standard within 6 months of delivery .
- Remedies: At your election, Thr3e will either: (a) refund you in full, (b) replace the product, or (c) repair the product (where applicable) .
- Costs: Thr3e will bear all return costs and delivery costs for the replacement.
4.4 Direct Marketing Transactions (5-Day Cooling-Off)
If you were approached directly by Thr3e (e.g., by phone, email, SMS, or in-person) to buy our products, you have a 5-business day cooling-off period to cancel the transaction without penalty, even if the goods are unopened . This right does not apply to standard online purchases where you actively visited our website to make a purchase .
5. How to Request a Return
To initiate a return, please follow these steps:
1. Contact Us within the relevant time period stated above. Send an email to returns@thr3e.co.za with the following information:
- Your order number.
- The product name(s) you wish to return.
- The reason for return (e.g., defective, wrong item, damaged, not as described).
- Clear photos of the product, packaging, and any defect or damage (if applicable).
2. Wait for Authorisation: We will review your request and respond within 2 business days with a Return Authorisation Number (RMA) and return shipping instructions if your return is approved.
3. Pack and Ship: Securely package the product(s) in the original packaging (where possible) with the RMA number clearly visible on the outside of the parcel.
4. Return Shipping:
- If the return is due to our error (defective, wrong item, damaged in transit, not as described): We will provide you with a prepaid shipping label or reimburse you for reasonable tracked courier costs upon presentation of a receipt.
- If the return is due to your change of mind (within the 7-day ECT cooling-off period): You are responsible for the direct cost of returning the goods to us .
6. Refunds
Once we receive and inspect the returned goods, we will process your refund as follows:
- Timeframe: Refunds will be processed within 15 business days of receiving the returned goods.
- Method: Refunds will be made via the original payment method used at checkout (e.g., credit card, EFT, PayFast).
- Deductions: The original shipping cost is non-refundable unless the return is due to our error. A reasonable restocking fee (not exceeding 15% of the product value) may be charged for returns under the 7-day ECT cooling-off period where the product packaging has been opened or damaged .
- Bank Processing: Please note that your bank or payment provider may take an additional 3-10 business days to reflect the refund in your account.
7. Incorrect or Damaged on Arrival (DOA)
If you receive the wrong product, or if your product arrives damaged or defective, you must inform us within 48 hours of delivery.
- Please email returns@thr3e.co.za with your order number and clear photos of the damage or incorrect item.
- We will arrange for a replacement to be sent to you at our cost or issue a full refund, depending on your preference.
8. Important Exclusions and Limits
- No Refunds for Reactions or Perceived Lack of Results: Because individual biochemistry varies, we do not offer refunds for allergic reactions, intolerance, side effects, or because you did not experience the desired results (e.g., "the creatine didn't work for me" or "my nails didn't grow faster") . Please consult a healthcare professional before starting any new supplement.
- Clearance Items: All sales of clearance, closeout, or special order items are final and cannot be returned or exchanged .
9. Contact Information for Returns
Thr3e (Pty) Ltd – [Insert your physical return address]
Email: returns@thr3e.co.za