Refund policy
RETURN, REFUND & GIFT CARD POLICY
Made To Lactate (Pty) Ltd
At Made To Lactate, we are committed to providing our customers with quality products, transparent service and fair treatment.
This Return, Refund & Gift Card Policy must be read subject to the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and any other applicable South African legislation.
Nothing contained in this policy is intended to exclude, restrict or waive any statutory right or remedy available to a consumer under applicable South African law.
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1. PRODUCT AVAILABILITY
All products are subject to availability.
If Made To Lactate is unable to fulfil an order because an item is unavailable, we will contact the customer and, where appropriate, offer an available alternative, store credit where voluntarily accepted by the customer, or a refund where required or agreed.
Nothing in this section limits any right to a refund or other remedy provided by applicable law.
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2. DAMAGED, DEFECTIVE, EXPIRED OR INCORRECT PRODUCTS
If an item supplied by Made To Lactate is damaged, defective, expired, unsafe, or materially different from what was ordered, please contact us as soon as reasonably possible.
Please provide:
* Your order number or other proof of purchase;
* A description of the problem; and
* Photographs of the product where reasonably necessary to assess the issue.
Any return, repair, replacement or refund will be dealt with in accordance with the CPA and other applicable South African law.
Nothing in this policy limits a consumer’s rights in respect of defective, unsafe or unsuitable goods under the CPA.
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3. CHANGE-OF-MIND PURCHASES
Made To Lactate does not generally offer refunds merely because a customer has changed their mind, ordered the incorrect product, no longer wants the product, or subsequently determines that the product is not suitable for their personal circumstances.
However, where applicable South African law provides a consumer with a statutory cancellation or cooling-off right, Made To Lactate will honour that right.
Where a discretionary change-of-mind return is accepted by Made To Lactate and no statutory right to a refund applies:
* The product must be sealed, unopened and unused;
* The product must be in its original packaging and suitable for resale;
* Prior return authorisation must be obtained;
* Return courier costs will be for the customer’s account; and
* A reasonable handling or administration charge may apply where permitted by law and disclosed to the customer.
No handling or administration charge will be imposed where doing so would unlawfully reduce or interfere with a consumer’s statutory right to a refund.
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4. PRODUCTS THAT CANNOT GENERALLY BE RETURNED
Subject always to any rights a consumer may have under applicable law, Made To Lactate does not generally accept discretionary or change-of-mind returns of:
* Opened or used consumable products;
* Perishable food products;
* Lactation lattés, boosters, mixers, cookies or similar consumable products once opened;
* Supplements once opened;
* Personal-care or hygiene-sensitive products once opened;
* Customised or personalised products;
* Special-order products; or
* Gift cards, except where a refund is required by applicable law.
This provision does not exclude any remedy available where goods are defective, unsafe, incorrectly supplied or otherwise subject to a statutory right of return.
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5. GIFT CARDS
5.1 Final Sale and Non-Refundable
Made To Lactate gift cards are prepaid digital gift cards intended for redemption against eligible products offered for sale by Made To Lactate.
Gift card purchases are final and non-refundable, except where a refund is required by applicable South African law.
Gift cards cannot ordinarily be:
* Returned for a cash refund;
* Exchanged for cash;
* Refunded to the original payment method;
* Redeemed for cash;
* Used to purchase cryptocurrency or cash equivalents; or
* Used to purchase goods or services from third parties.
A gift card may only be used towards eligible products offered for sale by Made To Lactate through the channels through which Made To Lactate permits gift-card redemption.
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5.2 Change of Mind
Made To Lactate does not provide a gift-card refund merely because:
* The purchaser has changed their mind;
* The intended recipient no longer wants the gift card;
* The purchaser or recipient would prefer cash;
* The purchaser wishes to use the funds for another purpose;
* The recipient does not wish to purchase Made To Lactate products; or
* The purchaser subsequently determines that the gift card is unsuitable for the purpose for which they intended to purchase it.
This provision applies subject to any statutory cancellation or refund right that may apply under South African law.
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5.3 International Purchases and Overseas Recipients
Made To Lactate is a South African business and its gift cards are issued for use in connection with eligible Made To Lactate products.
Before purchasing a gift card for a person located outside South Africa, the purchaser is responsible for checking:
* Whether Made To Lactate currently delivers the intended products to the recipient’s country or territory;
* Whether the relevant products may lawfully be imported into that country;
* Any applicable customs, duties, taxes or import restrictions; and
* Whether the gift card is suitable for the purchaser’s intended purpose.
The availability of a Made To Lactate gift card for purchase online does not constitute a representation or guarantee that every Made To Lactate product can be delivered to, imported into, or received in every country.
Where no statutory cancellation or refund right applies, Made To Lactate will not provide a refund solely because the purchaser or recipient subsequently discovers that delivery to, importation into, or use within a particular foreign country is unavailable, restricted, impractical or unsuitable for their intended purpose.
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5.4 Gift Card Validity
Made To Lactate gift cards will remain valid for the period required by section 63 of the Consumer Protection Act 68 of 2008.
A purchased gift card will therefore not expire before the earlier of:
1. The date on which its full value has been redeemed; or
2. Three years from the date on which it was issued,
unless Made To Lactate expressly provides a longer validity period.
Any unused value remains available for redemption during the applicable validity period, subject to applicable law.
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5.5 Fraud, Unauthorised Use and Suspicious Transactions
Digital gift cards are susceptible to fraud, payment fraud, unauthorised transactions and other forms of misuse.
Made To Lactate therefore reserves the right, subject to applicable law, to investigate, temporarily suspend, withhold fulfilment of, or cancel a gift-card transaction where we reasonably suspect:
* Payment fraud;
* Unauthorised use of a payment method;
* Identity or account misuse;
* Chargeback abuse;
* Gift-card fraud;
* Money laundering or other unlawful activity; or
* An attempt to use a gift card contrary to these terms.
Where necessary, Made To Lactate may request reasonable information required to verify a transaction.
Any action taken under this provision will be subject to applicable South African law and the rights of the lawful purchaser or cardholder.
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5.6 No Disclosure of Other Customers’ Information
Made To Lactate will not provide a gift-card holder with the personal information, identity, contact details or purchasing information of another Made To Lactate customer for the purpose of selling, transferring or otherwise disposing of a gift card.
Personal information will only be processed or disclosed where there is an appropriate lawful basis to do so and in accordance with applicable data-protection legislation, including the Protection of Personal Information Act 4 of 2013 (POPIA).
Made To Lactate is under no obligation to locate another customer, prospective purchaser or recipient for a gift-card holder.
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6. INTERNATIONAL ORDERS
International customers are responsible for determining, before ordering, whether the products they purchase may lawfully be imported into and delivered within their destination country.
International orders may be subject to:
* Customs duties;
* VAT or other import taxes;
* Clearance charges;
* Customs inspections;
* Import permits; and
* Country-specific restrictions.
Unless otherwise required by law, Made To Lactate is not responsible for charges imposed by foreign customs authorities or for delays resulting from customs and import procedures outside our reasonable control.
If an international parcel is returned because of an incorrect address, failure to collect, refused delivery, unpaid customs charges or another circumstance attributable to the recipient, reasonable costs actually incurred in connection with the return may be deducted from any refund where permitted by law.
This does not limit any statutory right the customer may have where Made To Lactate has failed to fulfil its obligations.
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7. RETURN AUTHORISATION
Before returning an item, please contact Made To Lactate.
Please provide:
* Your order number;
* The reason for requesting the return; and
* Photographs where relevant.
Where a return is accepted or required by law, we will provide the appropriate return instructions.
Requiring prior communication does not remove or restrict any statutory right a consumer may have.
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8. RETURN COURIERS
Where the customer is legally responsible for the cost of returning a product, the customer must use an appropriate courier method that allows the parcel to be delivered safely to the return address provided by Made To Lactate.
Where applicable law requires Made To Lactate to bear the cost of a return, replacement or collection, Made To Lactate will arrange or reimburse the appropriate reasonable costs as required.
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9. INCORRECT DELIVERY INFORMATION
Customers must take reasonable care to provide complete and accurate delivery information when placing an order and must review the information provided before submitting the order.
Where an order cannot be delivered because the customer supplied an incorrect or incomplete address, reasonable additional delivery or return costs may be for the customer’s account where permitted by law.
Nothing in this section excludes liability that cannot lawfully be excluded.
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10. PARCELS RECORDED AS DELIVERED
If tracking information indicates that a parcel has been delivered but the customer cannot locate it, please contact us promptly so that we can assist with an investigation with the relevant courier.
Liability will be determined according to the circumstances of the particular delivery, the applicable terms of carriage and South African consumer law.
We do not automatically reject a claim solely because a courier’s tracking system records a parcel as delivered.
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11. REFUND METHOD AND PROCESSING
Where a refund is due under applicable law or has been approved by Made To Lactate, the refund will ordinarily be processed using the original payment method where reasonably possible.
Processing times may vary depending on the payment provider or financial institution.
Store credit or a replacement may be offered as an alternative where appropriate, but this will not replace a consumer’s statutory entitlement to a monetary refund where applicable law gives the consumer the right to choose a refund.
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12. CONSUMER RIGHTS
Nothing in this Return, Refund & Gift Card Policy is intended to exclude, restrict, waive or replace any right or remedy available to a consumer under:
* The Consumer Protection Act 68 of 2008;
* The Electronic Communications and Transactions Act 25 of 2002;
* The Protection of Personal Information Act 4 of 2013; or
* Any other applicable South African legislation.
If any provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail and the remaining provisions of this policy will continue to apply to the extent legally permissible.
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13. CONTACT US
For return, refund or gift-card enquiries, please contact:
Made To Lactate (Pty) Ltd
Email: info@madetolactate.co.za
Breastfeeding Support: breastfeedingsupport@madetolactate.co.za
WhatsApp/Telephone: +27 66 167 1800
Please include your order number and sufficient information for us to investigate your request.
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Important: This policy applies subject to applicable South African consumer legislation. Made To Lactate reserves the right to amend this policy from time to time. Any amendment will not retrospectively remove statutory rights that had already accrued to a consumer.