RETURN POLICY 

1. INTRODUCTION:

1.1. Eco Smart Essentials Pty Ltd t/a ProNature is committed to fair trading practices as well as the principles envisaged in the Consumer Protection Act, Act 68 of 2008 (‘CPA’) in all dealings with our consumers.

1.2. Eco Smart Essentials Pty Ltd t/a ProNature acknowledges that consumers have certain specified rights in terms of the CPA as well as in terms of the common law in their dealings with Eco Smart Essentials Pty Ltd t/a ProNature, including the rights of consumers to return goods to Eco Smart Essentials Pty Ltd t/a ProNature in certain specific instances.

1.3. This policy sets out the circumstances in which goods can be returned to Eco Smart Essentials Pty Ltd t/a ProNature  – explaining: –

1.3.1. the reasons for which goods can be returned;

1.3.2. the period within which goods can be returned, and

1.3.3. what the duties and rights are when wishing to return goods.

2. 7 DAY RETURNS POLICY:

2.1. Although the law does not give an automatic right to return goods for any reason, Eco Smart Essentials Pty Ltd t/a ProNature will accommodate a return within 7 (seven) days from delivery if goods wanted to be returned, provided that the returnee meets the requirements of this policy, but specifically excluding the goods listed in clause 2.9 below.

2.2. Rules applying to the 7 (seven) day Returns Policy:

2.3. Goods can only be returned within the 7 (seven) day returns period if the goods were not used at all. All returns are required to be accompanied by a signed Goods return note.

2.4. The goods must be in its original unopened and undamaged packaging.

2.5. All returns must be accompanied by the original receipt or proof of purchase.

2.6 All credit requests shall be considered in Eco Smart Essentials Pty Ltd t/a ProNature sole discretion having regard to the traceability and inspection of the Goods by the Company.

2.7 A credit on the Goods will only be considered if the Goods are in their original form of packaging with all the relevant batch information intact. Eco Smart Essentials Pty Ltd t/a ProNature  shall not give the Customer any cash refund for any Goods returned for any reason whatsoever, unless the original purchase had been conducted in cash.

2.8.  Eco Smart Essentials Pty Ltd t/a ProNature  will only refund to the payment method that was originally used, i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to the client’s nominated bank account, and payment by Discovery Miles or eBucks will be refunded to the client’s Discovery Miles or eBucks account. For all reverse transactions Eco Smart Essentials Pty Ltd t/a ProNature will charge a 3% handling fee to cover reversal charges applicable to the original Financial Service Provider.

2.9.The following Goods cannot be returned the following goods during the 7 (seven) day returns period:

(i) special order goods (these are goods that we changed, amended or procured specifically to meet clients explicit needs – in other words customized goods and other goods that Eco Smart Essentials Pty Ltd t/a ProNature  does not usually stock);

(ii)goods that we no longer stock.

3. DEFECTIVE GOODS:

3.1. All Eco Smart Essentials Pty Ltd t/a ProNature goods carry a manufacturer’s warranty of at least 12 (twelve) months from date of sale or date of delivery (the later date of the two dates) against defects.

3.2. If the goods show a defect during the first 12 (twelve) months after purchase or delivery of the goods (the later date of the two dates), Eco Smart Essentials Pty Ltd t/a ProNature  will gladly repair or replace the goods, or if the client prefers a refund, we will refund the client the price paid for the goods.

3.3.If the manufacturer’s warranty on the particular goods that were bought extends beyond the 12 (twelve) month period, Eco Smart Essentials Pty Ltd t/a ProNature  will repair or replace the goods at our election (if the defect occurs after the first 12 (twelve) months but still within the manufacturer’s warranty period ).

3.4. If at any point Eco Smart Essentials Pty Ltd t/a ProNature are requested to repair goods outside of the manufacturer warranty period, Eco Smart Essentials Pty Ltd t/a ProNature will always provide a quote first and obtain the clients authorization before Eco Smart Essentials Pty Ltd t/a ProNature starts any repairs.

3.5. If the defect in the goods was caused due to the client’s abuse as consumer, fair wear and tear or the client’s negligence, the warranty will no longer apply and the client will not be able to return the goods to us. Accordingly, clients need to make sure that the goods are used appropriately.

3.6. Goods cannot be returned to Eco Smart Essentials Pty Ltd t/a ProNature if clients did not follow the instructions of use or guidelines in any other printed material that  Eco Smart Essentials Pty Ltd t/a ProNature provided to the clients in connection with the goods or if the clients used the goods for a purpose other than what it was intended to be used for.

4. RETURNS PROCESS FOR DEFECTIVE GOODS:

4.1. If the client suspects that there is a defect present in the goods, the client must return the goods to Eco Smart Essentials Pty Ltd t/a ProNature as soon as reasonably possible after the client detects the defect.

4.2. Clients must immediately stop any further use of the goods in order to limit the damages.

4.3. Eco Smart Essentials Pty Ltd t/a ProNature  will then investigate the matter and run the necessary tests on the goods to determine the reason for the defect

All claims for latently defective Goods (i.e., defects which could not have been discovered from a reasonable inspection) are required to be made, in writing, to Eco Smart Essentials Pty Ltd t/a ProNature within 60 (sixty) days of delivery.

4.4. Eco Smart Essentials Pty Ltd t/a ProNature will communicate their findings to the client within 14 (fourteen) days after they received the goods from the client for testing.

5. HANDLING FEES

5.1 Returns for Credit Note:

• Handling Fee: 5% of the purchase price.
• Condition: Applies to items returned in original packaging, unopened, and undamaged.

5.2 Returns for Used and Opened Goods:

• Handling Fee: 15% of the purchase price.
• Condition: Applies to items that have been opened or used but are still in functional condition.

5.3 Returns for Goods with Dirty Labels or Damage:

• Handling Fee: 10% of the purchase price.
• Condition: Applies to items returned with damaged packaging, labels, or slight damage that does not affect functionality.