Refunds and Returns Policy
Effective Date: 01/09/2024
1. Introduction
At Live Smart, we strive to provide our customers with the highest quality health supplements. We understand that sometimes you may need to return a product. This Return and Refund Policy outlines our procedures for returns and refunds to ensure your satisfaction.
2. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- Product Condition: The product must be unused, unopened, and in its original packaging, sealed, with the induction seal/lid sleeve intact, and in a condition to be resold.
- Proof of Purchase: A valid receipt or proof of purchase must be provided.
- Return Period: Returns must be initiated within 7 days of the delivery date.
3. Non-Returnable Items
The following items are not eligible for return:
- Products that have been opened or used.
- Products not in their original condition or packaging.
- Products purchased on sale, with a discount code or a free product/item.
4. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact: Contact your Live Smart Customer Service Agent or if you purchased directly through Live Smart, email our orders team at orders@livesmartsa.co.za with your order number, batch number found at the bottom of your product container, a brief description of the issue, and any relevant photos if applicable.
- Return Process Instruction Email: Once your return request is approved, you will receive a Return Process Instruction Email with instructions on how the return process of the product will proceed.
- Ship the Product: In your instruction email will be the details on the collection date of the product by the courier company and returned to Live Smart.
5. Processing Your Return
Once we receive your returned product, we will inspect it to ensure it meets the return eligibility criteria. If the return is approved, we will process your refund or exchange. A refund replacement or exchange remains at the sole discretion of Live Smart.
6. Refunds
Refunds will be processed as follows:
- Original Payment Method: Refunds will be issued to the original payment method used for the purchase.
- Processing Time: Refunds will be processed within 7-10 business days after we approve a refund.
- Shipping Costs: Original shipping costs are non-refundable.
Return Shipping costs may or may not be charged depending on the outcome of the return. If the return is due to an error on our part, we will cover the return shipping costs. If the item is returned with no defects, you will be charged for the return shipping costs.
7. Exchanges
If you wish to exchange a product for a different item, please indicate this when you initiate the return. Exchanges are subject to product availability. If the requested product is not available, you will have the option of a refund or to backorder the item.
8. Damaged or Defective Products
If you receive a damaged or defective product or if there is a problem with the taste, quality, or other, please contact your Live Smart Service Agent immediately or if your product was purchased directly from us, contact us at orders@livesmartsa.co.za with your order number, batch number, description of the issue, and photos of the damaged or defective item. We will arrange for a replacement at no additional cost to you, and no shipping charges will apply.
9. Contact Information
If you have any questions or concerns about our Return and Refund Policy, please contact us at:
Live Smart Holdings Pty Ltd
Shop 20 Hillcrest Centre
38/42 Old Main Road
Hillcrest, KwaZulu Natal, 3610
031 765 5113
info@livesmartsa.co.za
