Refund policy

Our Commitment

At Suiwer Health, we prioritize your satisfaction with our collagen, supplements, and health goods. This policy is compliant with South Africa’s Consumer Protection Act (CPA) and is designed to ensure a clear, fair, and hassle-free return experience.

Return Eligibility

You may return products within 30 days of delivery if:

  1. The product is unopened, unused, and in its original packaging.
  2. The product is defective, damaged, or incorrect upon delivery.
  3. You change your mind (subject to CPA Section 44 for non-defective items).

Note: Perishable or opened supplements are non-returnable unless defective, due to health and safety regulations.

Refund Process

To initiate a return:

  1. Contact us within 30 days of delivery at hello@suiwerhealth.co.za or +27 64 544 3225.
  2. Provide:
    • Your order number
    • Reason for return
    • Photos (if defective/damaged)
  3. We’ll email you a Return Merchandise Authorization (RMA) number and return instructions.
  4. Return the product to our designated address within 7 days of receiving the RMA.

Refund Timeline: Refunds are processed within 7 business days of receiving the returned product, via the original payment method.

Shipping Costs: Non-refundable unless the return is due to our error.

Defective or Damaged Products

If your product arrives defective or damaged, we will:

  • Cover the return shipping costs, and
  • Offer either:
    • A full refund, or
    • A replacement product at no additional cost.

Important: Please report any defects or damage within 48 hours of delivery for expedited handling.

Change of Mind Returns

For non-defective returns due to a change of mind:

  • You may return unopened products within 30 days.
  • You are responsible for return shipping costs.

Exceptions

  • Bulk orders (e.g., 20kg collagen) are subject to custom terms — please contact us for details.
  • Promotional or clearance items may be non-returnable unless defective.

SUIWER 30 Guarantee (First-Purchase Taste Guarantee)

In addition to the rights and processes set out above, Suiwer offers a voluntary 30-day first-purchase taste guarantee:

  • Who it applies to: First-time Suiwer customers only, limited to one (1) pouch/product/bundle on the first order.

  • Time window: Claim within 30 days of delivery (per your tracking).

  • What’s covered: Reasonable dissatisfaction with taste, mixability, or overall first-use experience.

  • What’s not covered: Bulk/reseller orders, second or subsequent purchases of the same product, or claims after 30 days.

  • No return of opened product: For health and safety reasons, do not return opened ingestible products.

  • How to claim: Email hello@suiwerhealth.co.za or WhatsApp +27 64 544 3225 with your order number, a brief reason, and photos of the pouch (front/back) showing the batch number.

  • Refund amount & timing: We’ll refund the product price (shipping excluded) to your original payment method within 5–7 business days of approval.

  • Fair-use: Limited to one claim per customer and delivery address. We may decline claims in cases of suspected abuse or fraud.

  • Statutory rights: This guarantee is voluntary and does not affect your rights under the Consumer Protection Act or our defect/returns processes above.

Contact Us

For any return or refund queries:

📧 Email: hello@suiwerhealth.co.za
📞 Phone: +27 64 544 3225
📍 Address: 28 Penchartz Road, Harveston AH, Roodepoort, Johannesburg, 1724, South Africa
🌐 Website: www.suiwerhealth.co.za

We are committed to resolving issues promptly and fairly.