Returns & Refund Policy

Your satisfaction and safety matter to us. If something is not right with your order, we will always work with you to put it right, in line with your rights under the South African Consumer Protection Act.

If your order arrives damaged, defective, or you received the wrong item, please contact us within 48 hours of delivery with your order number and a photo of the item. We will replace it or refund it in full at no cost to you, including any return shipping.

Unopened products in their original, sealed, undamaged packaging may be returned within 14 days of delivery for a refund or exchange. To be eligible, the product must be unused, unopened and in the same condition you received it.

Because our gels and capsules are consumable health products, opened or used items cannot be returned for hygiene and safety reasons, unless the item is faulty or defective.

Email hello@onthewayholistics.com or message us on WhatsApp at +27 67 838 9326 with your order number and the reason for the return. We will confirm whether your return qualifies and give you the return instructions. Please do not send items back before contacting us.

For a change-of-mind return on an unopened item, the cost of returning the product is for your account. For damaged, defective or incorrect items, we cover the return shipping.

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are processed to your original payment method within 5 to 10 business days. The time it takes for the funds to reflect depends on your bank or payment provider.

Original shipping charges are non-refundable except where the return is due to our error or a faulty product.

If you need to cancel an order, contact us as soon as possible. If your order has not yet been dispatched, we will cancel it and refund you in full. If it has already shipped, the standard return process above will apply.