Refund Policy

At VIYA Health SA, we are committed to providing high-quality sexual and reproductive health products. Your satisfaction is important to us, and we comply fully with the Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA) of South Africa.

🛍️ Refund Eligibility

You are eligible for a refund if:

• The item is defective, damaged upon delivery, or not fit for its intended purpose
• The issue is reported within 6 months of purchase
• The product is returned with proof of purchase
• To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

❌ Non-Refundable Items (Due to Hygiene Regulations)

For health and safety reasons, the following cannot be returned or refunded, unless they are defective:

• Opened or used items
• Used panty liners, condoms, lubricants (unless defective)
• Intimate or personal care products
• Products not in or accompanied by their original sealed packaging
• Sale or discounted items
• Downloadable or digital products
• Gift cards

These restrictions are in accordance with public health regulations under the CPA’s 6-month warranty period, which prohibit the return of certain goods for hygiene reasons once supplied.

If your refund is approved, it will be processed back to your original method of payment. Please allow up to 10 business days for the refund to reflect.

❄️ Cooling-Off Period for Online Orders

Under the ECTA, online customers have the right to cancel an order within 7 days of receiving the goods. However, this does not apply to:

• Goods sealed for health protection or hygiene reasons that have been unsealed after delivery

🔧 Defective or Damaged Products

If your product is faulty or arrives damaged:

1. Notify us within 7 days of receiving it
2. Email viyahealthsa@psi.org with your order number, a description of the issue, and clear photos
3. Once approved, you may choose a refund, replacement, or repair

💳 Processing Refunds

Once your return is received and approved:

• A refund will be issued to your original payment method.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
• Please allow up to 10 business days for processing, depending on your bank or payment provider
• By using our website, you consent to our Privacy Policy.

🕒 Delayed or Missing Refunds

If you haven’t received your refund after 10 business days:

1. Double-check your bank account
2. Contact your credit card provider—it may take additional time before the refund is officially posted
3. Contact your bank, as processing times may vary

If you’ve done all this and still haven’t received your refund, email us at viyahealthsa@psi.org

🚚 Shipping Returns

To return your item (for approved refunds or exchanges), please send it to:

📦 Viya Health South Africa
63 Regency Drive
Route 21 Business Park, Block L
Centurion, Gauteng

• Customers are responsible for return shipping costs
• Shipping fees are non-refundable
• If a refund is issued, the cost of return shipping will be deducted unless the return is due to our error

For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

🎁 Gifts

If the item was marked as a gift at the time of purchase and shipped directly to you:

• You will receive a gift credit for the value of the item once we receive it
• A gift voucher will be emailed or mailed to you

If the item was not marked as a gift, or was shipped to the gift giver, we will send the refund to the original purchaser, and they will be informed of the return.

🔄 Exchanges

We only replace items if they are defective or damaged. To request an exchange for the same item, email us at:

📧 viyahealthsa@psi.org

and send the item to:

📦 VIYA Health South Africa
63 Regency Drive
Route 21 Business Park, Block L
Centurion, Gauteng

📩 Need Help?

For any refund-related questions or concerns, contact us at:
📧 viyahealthsa@psi.org