Shipping / Refunds / Returns

Where are we located

1163 Langvlei Ave, Kingfisher Close, Wilderness, Western Cape, 6560, South Africa

Do we stock all products?

Because our products are natural without any preservatives, we would like to provide you with the product as fresh as possible. This is why we only produce on order.

The moment we receive your order, it goes onto the production list and is then produced as soon as possible. So depending on the production schedule, your order should be produced immediately or the following day.

Shipping and Delivery

Also with the view of delivering the freshest product to you, we ship overnight. So if you order from a main centre where the overnight service delivers the next day, then we can still ship on Thursdays for delivery on Frida to you. But in the case of outlying areas where even overnight service takes longer, we prefer to be safe and only send on Mondays, Tuesdays and sometimes Wednesdays. That gives the order the chance to be delivered by Friday (before the weekend) We will endeavour to let you know at the time of placing the order when the shipping date will be.

Courier delivery takes 1 – 3 working days depending on the order’s destination.
Deliveries are made Monday to Friday between 9am – 5pm.
There are no deliveries on weekends or public holidays.
Main city centre delivery takes 1 working day.
With remote areas deliveries can take up to 2 to 3 working days.
Your delivery address should be at an address where somebody you trust will be available to accept your order at any time. Anyone at the delivery address can accept the delivery. For us to prove that delivery of an order has been completed, we do not have to prove that you personally received the goods, but rather that any person at the delivery address signed for the delivery.

What if goods are damaged during Shipping

Goods are occasionally damaged in transit, and we will happily replace them. Please do take a photo of the damaged item as this helps our packing team improve the way products are wrapped and sent. Send an email to admin@nuearthhealth.co.za get in touch via the live chat on our website, or call us on 072 119 4963 to report the damaged item so that we can correct the issue.

Refunds and returns
Returns
We hope you will be happy with any items you’ve ordered from us, but if you’re not entirely satisfied, you’ll find details of our returns policy below.
Due to the nature of our products, our refunds and returns policy lasts 7 days from receipt of your products. If 7 days have gone by since you received your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return and refund, your item must be unused and returned in the same condition that you received it. This includes keeping any hygiene seals in place. You will lose your right to a refund if you unseal a product. Due to the nature of the products, certain items are non-returnable and non-refundable. Please contact our support team at info@nuearthhealth.co.za should you wish to enquire as to whether your item may be refunded.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.
If your return is the result of a shipping error on our end, we will refund the entire purchase amount and return shipping costs. However, we are not responsible for re-shipments, specifically if you supplied the incorrect address details.
To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your returned product is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then we will contact you to arrange the refund, within a certain amount of days.

Sale items (if applicable)
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If this is the case, please send us an email at info@nuearthhealth.co.za with details of the defect/damage immediately so that we can rectify the situation as soon as possible. Please can we ask you to take a photo of the damaged item in order for us to improve the way we package and transport our products. We will not be able to replace defective or damaged items if we are not notified of the defect or damage within 7 days of you receiving your order.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.