Refund policy

Refund & Return Policy

1. Our Policy

At EliteRex Wellness, we pride ourselves on delivering high-quality wellness, fitness, and nutritional products. We are committed to customer satisfaction and handle all returns and refunds carefully in accordance with the Consumer Protection Act (CPA) of South Africa.

2. Eligibility for Returns & Refunds

We accept returns or refunds only in the following situations:

a) Damaged or Defective Items

If your product arrives damaged, leaking, compromised, or defective, you may request a replacement or refund.

b) Incorrect Item Received

If you receive the wrong product (incorrect item, quantity, flavour, or variant), we will correct the error at no additional cost to you.

c) Quality Concerns

If you believe a product is faulty or not as described, we will investigate your claim and provide a fair resolution.

3. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

Opened or used products
Products damaged due to incorrect storage or misuse by the customer
"Change of mind" purchases
Products purchased more than 7 days ago

Note: Health and wellness products cannot be restocked once opened or used due to hygiene and quality assurance requirements.

4. Return Request Process

To request a return or refund:

Contact us at 082 965 1217 within 48–72 hours of receiving your order.
Include your order number, clear photos of the product, and a brief description of the issue.
Our support team will respond within 1–2 business days.
If your return is approved, we will provide return instructions and the appropriate return shipping address.

5. Shipping Costs

If the return is due to our error (damaged product or incorrect order), EliteRex Wellness will cover the return and replacement shipping costs.
If the return is due to customer error, return shipping costs are the customer's responsibility.

We recommend using a trackable courier service for all returns. We are not responsible for parcels lost during return transit.

6. Refund Process

Once the returned item has been received and inspected, we will notify you within 2 business days.

Approved Refunds

If your refund is approved, you may choose:

A full refund to your original payment method, or
A replacement product, subject to availability.

Refunds generally reflect within 5–10 business days, depending on your bank or payment provider.

Rejected Refunds

A refund request may be declined if:

The product has been opened or used.
The product was stored or handled incorrectly.
The return request was submitted outside the eligible return period.

7. Order Cancellations

You may cancel your order within 12 hours of placing it, provided it has not yet been shipped.

Once an order has been dispatched, cancellations are no longer possible.

8. Compliance & Liability

EliteRex Wellness is not responsible for damage or issues resulting from improper use, misuse, failure to follow product instructions, or incorrect storage.

All products should be used strictly according to the manufacturer's instructions. Nothing on this website should be interpreted as medical advice, and no medical or therapeutic claims are made unless required by applicable law.