Refund policy

Refund & Returns Policy

Last updated: 12/02/26

Thank you for shopping with Pure Essence. We value our customers and aim to provide quality products and excellent service in accordance with the Consumer Protection Act, 2008 (“CPA”) of South Africa.

Returns

You may request a return within 7 days of receiving your order if:

  • You changed your mind about the purchase; and

  • The item is unused, in its original condition, and in its original packaging.

Please note that in cases where the customer changes their mind, the customer may be responsible for the cost of returning the item.

We reserve the right to inspect returned items before approving a refund or exchange.

Faulty, Damaged, or Incorrect Products

If you receive a product that is defective, damaged, or incorrect, please contact us within 7 days of delivery.

Under the South African Consumer Protection Act, customers are entitled to return defective goods within 6 months of delivery. Depending on the circumstances, you may choose between:

  • A repair;

  • A replacement; or

  • A full refund.

This applies only to products with genuine manufacturing defects or faults not caused by misuse, neglect, or normal wear and tear.

Non-Returnable Items

The following items cannot be returned unless defective:

  • Gift cards or vouchers

  • Personalized or custom-made items

  • Intimate or hygiene-related products

  • Clearance or sale items marked as non-returnable

Refund Process

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method within 7–10 business days.

Please note:

  • Shipping fees are non-refundable unless the return is due to our error or a defective product.

  • Banking processing times may vary depending on your financial institution.

Exchanges

We only replace items if they are defective, damaged, or incorrectly supplied.

To request an exchange, please contact us at info@essenceproducts.store

Return Shipping

Customers are responsible for return shipping costs for non-defective returns.

If the item is defective, damaged, or incorrectly supplied, we will arrange or cover the return shipping costs where applicable.

Order Cancellations

Orders may only be cancelled before they have been processed or shipped.

If an order has already been dispatched, the normal returns process will apply.

Contact Information

If you have any questions regarding this policy, please contact us:

Pure Essence
Email: info@essenceproducts.store