Your statutory rights

This policy is intended to work alongside, and not to limit, the rights you have under the Consumer Protection Act, 2008 (“CPA”). In particular:

• Section 56 of the CPA gives you an implied warranty that goods are of good quality, free of defects, and reasonably suitable for their intended purpose. If goods do not meet these standards, you may choose to return them for a refund, replacement, or repair. The choice of remedy is yours, not ours. 
• Nothing in this policy limits any other rights you may have under the CPA or other applicable law.

ECT Act 7-day cooling-off period

Section 44 of the Electronic Communications and Transactions Act, 2002 ("ECT Act") gives consumers a 7-day cooling-off right on certain online purchases. Where this statutory right applies, we honour it in accordance with the ECT Act, subject to the exclusions provided by law.

Where the ECT Act's statutory cooling-off right applies, you may cancel the qualifying purchase within seven calendar days of receiving it, without giving a reason or incurring a penalty.

Where the entire qualifying transaction is cancelled, we will refund the full amount paid, including the original delivery charge, within 30 days of cancellation. You are responsible only for the direct cost of returning the goods.

The statutory cooling-off right is subject to the exclusions in section 42(2) of the ECT Act. Nothing in this policy restricts any cooling-off or other consumer rights that apply by law, including the rights relating to defective or unsafe products.

Unopened products - change of mind

You may request a change-of-mind return within 10 calendar days of delivery, provided the product remains unopened, unused and in its original, sealed, tamper-evident packaging. Once we have provided return instructions, you must send the product back within a reasonable period.

 For returns under our additional voluntary change-of-mind policy, where no statutory cooling-off right applies, we refund the price paid for the returned product. Any separately charged original delivery fee is not refundable. Return shipping is for your account.

We generally do not accept change-of-mind returns of opened or partially consumed supplements for hygiene, safety and product-integrity reasons, except where our first-time customer guarantee or an applicable statutory right provides otherwise.

First-time customer money-back guarantee

We want you to feel confident trying our products for the first time. If you are a first-time customer and you are not satisfied with your first order, you may request a refund within 20 days of the delivery date, even if the product has been opened or partially used.

This is a voluntary guarantee we offer in addition to your rights under the Consumer Protection Act and the rest of this policy. It does not replace or limit those rights (see "Your statutory rights" above). It is intended to give first-time customers extra peace of mind, over and above what the law requires.

How the guarantee works:

• It is available to first-time customers only, on your first order with us. It does not apply to repeat orders, subscription renewals, or any order placed after your first.
• The guarantee may be claimed only once per customer and household.
• The guarantee covers a maximum of one unit of each distinct product purchased in your first order. Additional units of the same product are not covered under this guarantee.
• We refund the purchase price of the covered product. Shipping, delivery, and handling charges are not refundable under this guarantee.
• You do not need to return an opened product, but we may ask you to return any unused product or send a photo before approving your refund.

How to claim:

• Email hello@thismoment.co.za within 20 days of delivery and include your full name, order number, delivery address, and the reason for your request.
• We will verify that your request meets the conditions of this guarantee and, if eligible, refund the covered amount to your original payment method within 10 business days of approval.

Eligibility and fair use:

• The guarantee applies only to orders placed directly through thismoment.co.za, and not to purchases made through any third-party seller or retailer.
• We may decline a request that appears to be fraudulent, abusive, made in bad faith, or part of a coordinated or repeated pattern of claims. This does not affect your rights under the Consumer Protection Act for defective, unsafe, damaged, or incorrectly supplied products, which continue to apply regardless of this guarantee.

When you can request a refund or exchange

You may request a refund, replacement, or repair within six months of delivery if a product is defective, unsafe, or otherwise fails to meet the quality standards required by the Consumer Protection Act.

If a product arrives damaged, incorrectly supplied, or with missing items, please notify us as soon as reasonably possible so that we can resolve the issue promptly.

Your statutory rights remain applicable regardless of the condition of the product's packaging or whether the product has been opened.

Condition of returned products

For change-of-mind returns, products must be unopened, unused, and in their original, sealed, tamper-evident packaging.

For defective, unsafe, damaged, or incorrectly supplied products, original packaging is not required where the customer is exercising a statutory return right. We may request photographs or additional information reasonably necessary to assess the issue.

Please retain the packaging where possible, as this can help us investigate damage or product-quality concerns.

How to request a refund

To start a refund or exchange, please follow these steps:

• Email hello@thismoment.co.za with the subject line “Refund Request”.
• Include your order number and a description of the issue. Where possible, please also provide photographs of the product and packaging to help us assess and resolve your request.
• Our team will review your request and respond within 1-3 business days.
• Where a return is required, we will provide return instructions and arrange collection where appropriate. For defective, unsafe, damaged or incorrectly supplied products, return shipping will be at our expense. For change-of-mind returns, return shipping is for your account, where permitted by law. We will provide the refund, replacement or repair to which you are entitled.
• Where a refund is due, we aim to process it to your original payment method within 10 business days after completing the necessary assessment or receiving the returned goods, as applicable. Refunds will always be processed within any shorter or otherwise applicable period required by law, including the 30-day period from cancellation prescribed by section 44 of the ECT Act.

Return shipping costs

• For defective, damaged, incorrectly supplied, or unsafe products, and for valid claims under section 56 of the CPA, return shipping is at our cost and we will arrange collection.
• For change-of-mind returns, whether under an applicable ECT Act cooling-off right or our additional 10-day unopened-product return policy, return shipping is for your account.
• Please contact us before returning a product so that we can provide return instructions and, where applicable, arrange collection. Returns sent without prior arrangement may experience processing delays. This does not affect your statutory rights.

Subscription orders

Subscription orders are subject to the same return rights set out in this policy. The applicable 7-day statutory cooling-off period and our additional 10-day unopened-product return window each run from the delivery date of the individual subscription order concerned.

You can skip, pause, or cancel future subscription orders at any time by contacting us at hello@thismoment.co.za. See our Terms and our Cancellation Policy for how payment links work.

If we send you a payment link for an order after you cancelled, paused, or skipped it, please let us know and we will cancel that link, or refund you in full within 10 business days if you already paid it.

Last updated: 5 November 2026