4.1 General
We want OPTIMA customers to receive products that are safe, correctly supplied and of appropriate quality.
However, because OPTIMA products are consumable nutritional products, strict hygiene, contamination and product-integrity requirements apply.
Nothing in this Return & Refund Policy removes or limits any consumer right that cannot legally be excluded.
4.2 IMPORTANT – OPENED PRODUCTS CANNOT BE RETURNED FOR CHANGE OF MIND
Due to the nature of OPTIMA products as consumable nutritional products, we cannot accept returns, exchanges or refunds for products that have been opened, unsealed, used or had their tamper-evident seal broken where the return is based on a change of mind, taste preference, flavour preference, personal preference or individual tolerance.
For health, hygiene, contamination and product-integrity reasons, once an OPTIMA product has been opened, we are unable to safely place that product back into stock or resell it.
This applies where a customer:
Opened products will therefore not qualify for a change-of-mind refund.
The above does not affect a customer’s statutory rights where the product is genuinely:
4.3 Unopened Change-of-Mind Returns
Where permitted by law, OPTIMA may accept a change-of-mind return if:
Returned products will be inspected before a refund is approved.
4.4 Cooling-Off Rights
Where a statutory cooling-off right applies to an online transaction, OPTIMA will honour that right in accordance with applicable South African law.
Where legally permitted, the customer may be responsible for the direct cost of returning an item following a voluntary cancellation.
Any legal exclusions that apply to particular consumable goods will remain applicable.
4.5 Defective, Unsafe or Contaminated Products
If an OPTIMA product is genuinely:
please contact us promptly.
Customers retain all statutory remedies that apply under South African consumer law.
4.6 Opened Products With a Genuine Defect
An opened product may still qualify for an appropriate remedy where there is a genuine:
OPTIMA may request reasonable evidence before approving a claim, including:
Customers should not dispose of a product that is the subject of a quality complaint until we advise whether it needs to be retained for investigation.
4.7 Taste and Flavour
Taste is subjective.
A product is not considered defective solely because a customer:
Once opened, a product cannot be returned merely because the customer does not enjoy the taste or flavour.
4.8 Personal Tolerance and Digestive Response
Different individuals may react differently to nutritional ingredients.
An individual experiencing:
does not by itself establish that a product is defective.
For this reason, an opened product cannot ordinarily be returned solely because it does not personally agree with the customer.
However, if the customer reasonably believes the reaction is caused by:
the customer should discontinue use and contact OPTIMA so that the matter can be investigated.
4.9 Incorrect Use or Storage
A return or refund may be declined to the extent permitted by law where the problem resulted from:
4.10 Broken Seal on Delivery
Do not consume an OPTIMA product if the tamper-evident safety seal is already broken or appears compromised when you first receive it.
Please contact us promptly and provide photographs.
Where appropriate, OPTIMA will arrange a replacement or other suitable remedy.
4.11 Wrong Product Supplied
If we send you the wrong product, please contact us as soon as possible.
If the product remains unopened, please do not open it.
Where the mistake was made by OPTIMA, we will arrange an appropriate correction without additional cost to you.
4.12 Damaged Product
If a product arrives materially damaged, photograph:
Please contact us promptly so that we can investigate.
4.13 How to Request a Return or Refund
Please contact:
Email: info@getoptima.co.zaProvide:
4.14 Do Not Send Products Back Without Contacting Us
Please contact OPTIMA before sending a return so that we can provide the correct return instructions.
This helps prevent returned products being lost or sent to an incorrect location.
This requirement does not remove any statutory consumer right.
4.15 Return Delivery Costs
Where OPTIMA supplied:
return costs will be dealt with in accordance with applicable law.
For an eligible voluntary change-of-mind return, the customer may be responsible for return delivery costs where permitted by law.
4.16 Inspection of Returns
Returned products may be inspected to confirm:
This inspection process will not be used to unreasonably deny a valid statutory claim.
4.17 Refund Method
Approved refunds will ordinarily be made using the original payment method unless another method is agreed or reasonably required.
Once OPTIMA has successfully processed a refund, the time taken for the funds to appear may depend on the relevant bank or payment provider.
4.18 Promotional Products and Bundles
Where products are purchased through:
any approved refund will take into account the actual amount paid for the relevant products.
Where a full promotional purchase is returned, free promotional products may also need to be returned where legally permissible.
4.19 Fraudulent Claims and Return Abuse
OPTIMA reserves the right to investigate suspected fraudulent claims, including:
Nothing in this section prevents a customer from making a legitimate claim or exercising lawful consumer rights.
