Returns & Refund Policy

Returns & Refunds Policy

Last updated: 18th of February 2026

At Royal Oils, your satisfaction matters to us. This policy is designed to be fair, transparent, and fully compliant with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) of South Africa.

1. Your Cooling-Off Right (ECTA Section 44)

When you purchase goods from our online store, you have the right to cancel your order and return the goods without reason within 7 (seven) days of receiving your delivery. This is your statutory cooling-off right under the Electronic Communications and Transactions Act.

To qualify for a cooling-off return:

The product must be unopened and unused, with the seal intact.
The product must be in its original packaging.
You must notify us in writing (by email) within 7 days of delivery.

Upon receiving the returned product in its original condition, we will issue a full refund of the product price within 14 business days. Return shipping costs for cooling-off returns are the responsibility of the customer, unless the product was defective or incorrectly delivered.

2. Defective, Damaged, or Incorrect Products (CPA Section 56)

Under the Consumer Protection Act, you are entitled to return goods that are:

Defective — the product is not of good quality, is unsafe, or does not function as reasonably expected.
Damaged in transit — the product arrived broken, leaking, or visibly damaged.
Not what you ordered — you received the wrong product or variant.

In these cases, you may return the product within 6 (six) months of purchase and you are entitled to choose one of the following remedies:

A full refund
A replacement product

We will cover the return shipping costs for all defective, damaged, or incorrect items.

3. Products That Cannot Be Returned

Due to the nature of essential oils and for health and hygiene reasons, we are unable to accept returns on:

Products that have been opened, unsealed, or used (unless defective).
Products damaged due to misuse, improper storage, or negligence by the customer.

This exclusion is permitted under Section 44(3)(d) of the ECTA for goods that are not suitable for return due to their nature.

4. How to Request a Return or Refund

To initiate a return, please email us at hello@royaloils.co.za with the following information:

Your order number
The product(s) you wish to return
The reason for the return
Photos of any damage or defect (if applicable)

We will respond within 7 business day(s) with instructions on how to return your item.

5. Return Shipping

Reason for Return	Who Pays Return Shipping?
Cooling-off (change of mind)	Customer
Defective product	Royal Oils
Damaged in transit	Royal Oils
Incorrect product received	Royal Oils

6. Refund Process

Refunds will be processed to the original payment method used at checkout.
Please allow 14 business days for the refund to reflect in your account after we have received and inspected the returned product.
You will receive an email confirmation once your refund has been processed.

7. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

Check with your bank or payment provider, as processing times may vary.
If you still have not received your refund, please contact us at hello@royaloils.co.za and we will investigate.