If something is wrong with an order.

01Our aim

Most orders never need this page. When one does, we want it fixed quickly and fairly. Talk to us first, with your order reference, on WhatsApp (072 221 5735) or at info@aloeyamiproducts.com.

02Your rights under the Consumer Protection Act

If you are a consumer under the CPA, you have a statutory right to receive goods that are of good quality, in working order, free of defects, safe, and reasonably durable. If goods fail this standard within six months of delivery, you may return them and choose a repair, a replacement or a refund, at no charge to you.

These rights apply on top of everything on this page. Nothing here asks you to give them up.

03Damaged, faulty or incorrect items

This covers jars that arrive broken, leaking, unsealed, past a usable date, or a pack that is short or contains the wrong item.

1. Tell us within 48 hours of delivery. Photograph the outer packaging and the affected jars before unpacking further.
2. Send the photos and your order reference on WhatsApp or by email.
3. Once we confirm the problem, you choose a free replacement on the next run or a refund of the affected items.
4. We cover the cost of returning or disposing of confirmed faulty stock. Do not send anything back before we have agreed it — we will tell you whether we need it returned, and where to send it.

If a fault appears later but within the CPA’s six-month window, the same routes apply — contact us with your reference and a description.

04Cooling-off for online orders

Because you order over the internet, the Electronic Communications and Transactions Act gives you a 7-day cooling-off period: you may cancel the transaction, for any reason, within 7 days of receiving the goods, and receive a refund of the price paid.

• You must return the goods unused, unopened and in their original sealed condition, and you pay the cost of returning them.
• We refund the price of the returned goods within 30 days of the cancellation. The original delivery charge is not refunded where part of the order is kept.
• The cooling-off right does not apply once a jar’s seal is broken, for the hygiene reason explained below, and it does not apply to goods made or clearly personalised for you.

05Change of mind and unsold stock

Aloe Yami Balm is a cosmetic that goes on the skin. For hygiene and safety we cannot resell a jar once it has left our control unless it is still sealed and unopened.

Sealed, unopened jars

If you simply want to send sealed jars back, contact us within 7 days of delivery. If we agree, you return them at your cost, in the original packaging and in resalable condition, and we refund the goods value (not the original courier fee), or give you store credit. We may apply a handling fee of up to 10% where packaging is marked or damaged.

Opened jars

Cannot be returned or refunded for a change of mind. This does not affect your rights if the jar is faulty (see section 03).

Stock you have not managed to sell

Stock is sold, not consigned. There is no sale-or-return and no buy-back — the jars are yours once you have bought them, for as long as they take to sell. See the Aloe Yami Army terms.

06What cannot be returned

• Jars whose seal has been broken or that have been used, unless faulty.
• Jars without their original label, or that have been relabelled, decanted or repackaged.
• Items reported to us more than the applicable window after delivery, unless a hidden fault appears within the CPA six-month period.
• Stock damaged after delivery by poor storage (heat, direct sun, a car boot).

07How to start a return

1. Message us on WhatsApp (072 221 5735) or email info@aloeyamiproducts.com with your order reference, what is wrong, and photos where relevant.
2. We reply, usually within one business day, and tell you whether anything needs to come back and where to send it.
3. Once we have what we need — and the returned goods, if required — we confirm your replacement or refund.

08How refunds are paid

• Refunds are paid back to the bank account the money came from. We cannot pay a refund into a different account.
• We process approved refunds within 5 business days. Your bank may take a few more days to show it — typically 5 to 10 business days in total.
• Where only part of an order is refunded, the courier fee is not refunded.
• If your payment never cleared, there is nothing to refund — no contract formed and no money reached us.

09Cancelling before dispatch

If you need to cancel a paid order before it has been couriered, tell us straight away. We refund it in full, including the courier fee, since nothing has shipped.

10Reseller stock — the short version

• Damaged in transit or faulty: replaced free or refunded (section 03).
• Sealed and unwanted, within 7 days: return at your cost for a goods-value refund or store credit, if we agree (section 05).
• Opened, or simply unsold: not returnable. You own the stock.

11Contact

Aloe Yami Products (Pty) Ltd — Centurion, Gauteng
WhatsApp: 072 221 5735
Email: info@aloeyamiproducts.com
Hours: Monday to Friday, 8:00–17:00