1. General return principle
Because of the nature of research, peptide, temperature-sensitive, injectable and related products, LW Slimming may decline a change-of-mind return after delivery where the nature or condition of the product means that return is not reasonably possible, or where a lawful hygiene, safety, integrity, deterioration or other statutory exception applies.
Nothing in this policy removes non-excludable rights relating to defective, unsafe, damaged, incorrectly supplied or misdescribed goods.
2. Non-returnable products
Subject to applicable law, LW Slimming will ordinarily not accept a product that has been:
- Opened or used.
- Reconstituted or mixed.
- Tampered with or altered.
- Incorrectly stored.
- Temperature compromised.
- Returned with a broken seal.
- Placed in a condition where product integrity, hygiene, safety or traceability can no longer reasonably be assured.
3. Damaged, incorrect or missing orders
If an order arrives damaged, contains an incorrect item or is incomplete, the customer must notify LW Slimming within 48 hours of delivery.
The notification must be sent to [email protected] and should include:
- The order number.
- Clear photographs of the outer parcel and internal packaging.
- Clear photographs of the affected product.
- A description of the damage, shortage or incorrect item.
The 48-hour reporting period assists quality-control and courier investigations and does not remove any statutory right that continues beyond that period.
4. Defective or unsafe goods
Where a product is alleged to be defective, unsafe or not of the quality required by law, LW Slimming will assess the complaint and provide the remedy required by law. This may include replacement, refund or another statutory remedy.
5. Verification and remedies
LW Slimming may reasonably request photographs, batch details, packaging, proof of purchase and other information required to investigate a return or complaint.
Once the complaint has been verified, LW Slimming may provide a replacement, store credit or refund where appropriate, subject to any remedy the customer is legally entitled to receive.
6. Shipping costs
Original and return shipping charges are ordinarily non-refundable for an accepted change-of-mind return where permitted by law. Where the return results from an error by LW Slimming, or where the law requires LW Slimming to bear the cost, the customer will not be charged contrary to law.
7. Refund processing
Approved refunds are processed through Paystack to the card originally used for payment. Once LW Slimming has submitted the refund, the time taken for the funds to reflect may depend on Paystack, the card network and the customer’s bank.
8. Product handling while a complaint is open
The customer must retain the product, original packaging, batch details and other identifying information until LW Slimming has supplied reasonable investigation or return instructions.
The customer must not continue using, mixing, altering or disposing of the product while the complaint is being investigated, unless continued possession would be unsafe.
9. Return method
Customer collections and in-person returns are not available. Any authorised return must be shipped in accordance with the written instructions supplied by LW Slimming.
Products must not be sent to the registered address without prior written return authorisation.
10. Contact details
- [email protected]
- Telephone and WhatsApp
- +27 76 416 9015
- Registered address
- 44 Metropolitan Street, Highveld, Centurion, Gauteng, 0157, South Africa