Returns & Refunds Policy

Returns & Refunds Policy

FaithBuilt Health & Supplements
Website: faithbuilt.co.za
Last updated: 16 June 2026

At FaithBuilt, we want you to feel confident in every purchase. This policy explains your rights regarding returns, exchanges, and refunds, and how to request one. It works together with our Terms & Conditions and Shipping & Delivery Policy, and is intended to comply with the Electronic Communications and Transactions Act, 25 of 2002 (“ECTA”) and the Consumer Protection Act, 68 of 2008 (“CPA”).

1. Your Right to Cancel (7-Day Cooling-Off Period)

1.1

In terms of ECTA, if you purchased your order via our Website, you have the right to cancel the transaction without reason or penalty within 7 (seven) calendar days of receiving your order.

1.2

To qualify for a cooling-off cancellation:

  • the product(s) must be unopened, unused, and in their original, undamaged packaging with all seals intact;
  • you must notify us in writing (email or WhatsApp) within the 7-day period, stating your order number and the item(s) you wish to return.

1.3

For hygiene and safety reasons, opened or used supplement products cannot be returned under the cooling-off period, unless the product is defective, damaged, or not what you ordered.

1.4

Where a cooling-off cancellation is approved, the customer is responsible for the cost of returning the item unless the item was defective, damaged, or incorrectly supplied.

2. Change of Mind Returns

2.1

Outside of the 7-day cooling-off period, FaithBuilt may, at its discretion, accept returns for unopened and unused products within 14 days of delivery.

2.2

Change-of-mind returns are subject to:

  • the product being unopened, unused, undamaged, and in resaleable condition;
  • original packaging and labels remaining intact;
  • proof of purchase being provided;
  • return shipping costs being covered by the customer unless otherwise agreed.

2.3

FaithBuilt reserves the right to decline a return that does not meet these conditions or to offer a partial refund where appropriate.

3. Damaged, Defective, or Incorrect Items

3.1

If you receive a product that is:

  • damaged or leaking on arrival;
  • defective or faulty;
  • expired or unreasonably close to expiry upon delivery; or
  • not what you ordered,

please contact us within 48 hours of receiving your order with:

  • your order number;
  • a description of the issue; and
  • photographs of the product and packaging.

3.2

In accordance with the CPA, where a product is confirmed to be defective, damaged in transit, or incorrectly supplied, you are entitled to choose between:

  • a replacement;
  • a refund; or
  • a repair, where applicable.

3.3

FaithBuilt will cover return shipping and redelivery costs for approved defective or incorrectly supplied items.

4. Non-Returnable Items

For hygiene, safety, and regulatory reasons, the following items cannot be returned once opened or used, except where defective or incorrectly supplied:

  • supplement products once the seal has been broken;
  • promotional or clearance items marked as final sale;
  • gift cards or vouchers, where applicable.

5. How to Request a Return or Refund

5.1

To request a return, exchange, or refund, please contact us via email or WhatsApp with:

  • your order number;
  • the item(s) you wish to return;
  • the reason for the return; and
  • photographs where applicable.

5.2

We aim to respond within 2–3 business days with instructions and confirmation.

5.3

Please do not return any items without prior authorisation from FaithBuilt.

6. Refund Process & Timeframes

6.1

Once a return is received and inspected, or once a refund is approved, we will notify you of the outcome.

6.2

Approved refunds will be processed to the original payment method within 5–7 business days of approval. Your bank or payment provider may take additional time to reflect the refund.

6.3

Partial refunds may be issued where appropriate, and the reason will be communicated clearly.

6.4

Shipping fees are refunded only where the return is due to our error, defective products, or damaged deliveries.

7. Exchanges

7.1

Customers wishing to exchange a product for another size, flavour, or variant should contact us to confirm availability.

7.2

Exchanges are subject to the same conditions as returns.

7.3

Where the replacement product differs in price, any price difference will either be refunded or charged accordingly.

8. Cancelling an Order Before Dispatch

8.1

If you wish to cancel your order before dispatch, please contact us as soon as possible. Where the order has not yet been shipped, a full refund will be issued.

8.2

If the order has already been dispatched, the return process outlined above will apply.

9. Contact Us

To request a return, refund, or exchange, or if you have any questions about this policy, please contact us:

FaithBuilt Health & Supplements
A division of Awethentic Group (Pty) Ltd t/a FaithBuilt
Registration No: 2021/108714/07
Gqeberha (Port Elizabeth), South Africa

Email: info@faithbuilt.co.za
WhatsApp/Phone: 082 540 4543
Website: faithbuilt.co.za

Shopping Cart