Returns Policy

At Urban Health and Safety, we are committed to providing high-quality products and excellent service. In compliance with the South African Consumer Protection Act (CPA), we want to ensure that your shopping experience is seamless and that your rights as a consumer are respected.

1. Consumer Rights and Returns

In terms of the South African Consumer Protection Act, you, as a consumer, are entitled to return goods under certain conditions:

Right to Return: You have the right to return goods within 10 business days of receiving your order if the goods are faulty, damaged, or not as described.

Change of Mind: You may return goods for a change of mind within 10 business days of receiving your order. However, the goods must be unused, in their original packaging, and in a resalable condition.

2. Return Process

To initiate a return:

Contact Us: Email our Customer Service team at info@urbanhss.co.za with your order number and a description of the issue or reason for return. Please include clear images of any defects or damages, if applicable.

Return Approval: Once we receive your request, we will assess the situation and provide you with instructions for returning the item.

Return Shipping: You will be responsible for the return shipping costs unless the item is defective or not as described. In these cases, we will cover the return shipping costs.

Condition of Goods: To qualify for a return, the goods must be in their original packaging, unused, and undamaged. Items that have been used or worn (unless defective) are not eligible for return.

Inspection and Refunds: Upon receiving the returned items, we will inspect them. If the return meets our policy guidelines, we will issue a refund or exchange within 7 business days.

3. Exclusions from the Returns Policy

The following items cannot be returned or refunded:

Personalized or custom-made products (unless defective).

Perishable goods or goods with a short shelf life (e.g., food items).

Digital products (e.g., software downloads, eBooks).

Goods that are not in original packaging or have been used/worn.

4. Refunds

Refunds will be issued to the original payment method used during the purchase. The amount refunded will include the price of the product(s) but may exclude any shipping fees (if applicable), unless the return is due to a fault or error on our part.

Defective Products: If a product is faulty or damaged upon arrival, we will provide a full refund, including the shipping cost, or an exchange, depending on your preference.

Non-Defective Products: If you are returning products for a reason other than a defect (such as a change of mind), the refund will exclude any original delivery charges, if applicable.

5. Defective or Damaged Products

If you receive a damaged or defective product, please contact us within 7 business days of receiving the product, and we will arrange for a replacement, repair, or full refund. The product will be inspected upon return, and a decision will be made based on the findings.

6. Consumer Rights Under the Consumer Protection Act

In terms of the Consumer Protection Act, you are entitled to the following rights:

Right to Quality: You are entitled to goods that are of good quality, free from defects, and match the description provided.

Right to a Refund or Replacement: If a product is defective, you may request a repair, replacement, or refund.

Right to Cancel: You have the right to cancel any online order within 7 days of receipt, provided the item has not been used.

7. Contact Us

If you have any questions regarding our returns policy, please don’t hesitate to contact us at:

Email: info@urbanhss.co.za

Phone: 0627307607