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 that standard, 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. We honour this right on unopened products in their original, sealed, tamper-evident packaging.

If you change your mind within 7 days of receiving your order, you may return any unopened, sealed product to us for a full refund of the purchase price. Return shipping for cooling-off returns is for your account.

The cooling-off right does not apply to products where the tamper-evident seal has been broken or the packaging has been opened. This is because, once unsealed, supplements cannot be guaranteed safe for resale for hygiene, safety, and product-integrity reasons. This is consistent with the exclusions in section 44(2) of the ECT Act for goods that by their nature cannot be returned.

Your rights under section 56 of the CPA, and the rest of this Refunds and Returns Policy, continue to apply regardless of whether a product has been opened.

Unopened products - change of mind

We accept returns of unopened products in their original, sealed, tamper-evident packaging within 10 days of delivery, even if there is nothing wrong with the product. Approved change-of-mind returns will be refunded to your original payment method, less the original shipping cost. Return shipping is for your account. We are unable to accept change-of-mind returns of opened or partially consumed supplements for hygiene, safety, and product-integrity reasons, except where the first-time customer guarantee set out below applies.

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.
• It is limited to one refund per customer and per household.
• If your first order contains more than one of the same product, the guarantee covers one unit of that product. Additional units of the same product are not covered, even if unopened.
• 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 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 review each request and, if approved, refund the covered amount to your original payment method within 10 business days.

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 exchange within 30 days of delivery if a product is:

• Defective.
• Damaged on arrival.
• Incorrectly supplied (e.g. wrong product or quantity).
• Unsafe.

We do not offer refunds or exchanges on opened or partially consumed supplements where the reason is a change of mind, unless the product is defective or the first-time customer guarantee above applies. Your rights under section 56 of the CPA, set out above, are not affected by this.

Condition of returned products

Products must be returned in their original, undamaged outer packaging and show no signs of having been opened, tampered with, or stored outside recommended conditions. For defective, damaged, or incorrectly supplied products, this requirement applies to the outer packaging only, we obviously expect the product itself to show the defect you are returning it for.

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, a description of the issue, and clear photos of the product and packaging showing the defect, damage, or incorrect supply.
• Our team will review your request and respond within 1-3 business days.
• If your request is approved, we will arrange for the product to be returned to our address at our cost, and we will provide the remedy you have selected (refund, replacement, or repair, as applicable).
• Once the return is received and confirmed, refunds will be processed back to your original payment method within 10 business days of our receipt of the returned goods, in line with section 20 of the Consumer Protection 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 the ECT Act cooling-off right or our 30-day unopened-product policy), return shipping is for your account.
• If a return is sent to us without prior arrangement, we may decline it or deduct return-handling costs from any refund due.

Subscription orders

Subscription orders are subject to the same return rights set out in this policy. The 7-day cooling-off period and the 30-day unopened-product return window each run from the delivery date of the individual subscription order concerned, not from the date you originally signed up for the subscription.

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: 7 May 2026