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Returns & Refunds

Shipping & Returns Policy

Drterryann.co.za 

 

 

1. Shipping

Service area
We ship to every street address in South Africa (PO Boxes are excluded).

Despatch speed
• Orders placed before 12:00 (Mon–Fri) leave our warehouse the same day.
• Orders after 12:00 or on weekends/holidays ship the next business day.

Delivery options & fees
We charge a flat rate of R99.00 per delivery, anywhere in South Africa
Delivery is free for orders over R750.00 per delivery. 

*Rural/outlying areas may add 1–2 days. All parcels are fully trackable; a tracking link is emailed automatically once the parcel scans at the courier hub.

Order accuracy & address responsibility
Please ensure your delivery address, cell phone number and postcode are correct at checkout. We cannot redirect parcels once collected by the courier, and reshipping due to address errors will be charged at the applicable rate.

Shipment issues
If your parcel arrives damaged, tampered-with, or you receive the wrong item, email a photo to support@drterryann.co.za within 48 hours of delivery. We will arrange a replacement at our cost.

 

 

2. Returns & Refunds

Eligibility window
You may return unopened, unused products within 14 days of delivery for a refund.

Conditions

  1. Items must be in original, resaleable condition with safety seals intact.

  2. Clearance, short-dated, or promotional bonus items are final sale and not returnable.

  3. Only products bought on drterryann.co.za qualify; store- or marketplace purchases must be returned to the original retailer.

Return shipping
• Return shipping is the customer’s responsibility; please use a tracked, insured service.
• Original shipping charges are non-refundable unless we shipped the wrong or defective item.
• We may refuse or reduce a refund for goods that arrive damaged due to poor packaging.

How to obtain a Return Authorisation (RA)
Email support@drterryann.co.za with:
• Order number
• Item(s) you wish to return
• Reason for return

We will reply within one working day with a return authorisation number and instructions. Parcels sent without an RA number may be delayed or rejected.

Forward all returned items to the following return address
(clearly mark the RA number on the outer label):  

Imvula Healthcare Logistics
C/O DruLef Retail CC
Attn: Dr Terry Ann Returns (RA #________________) 
5 Travertine Avenue 
Samrand Business Park 
Centurion, 0175 
South Africa

Processing & refunds
• Allow 3–5 working days after the parcel reaches our warehouse for inspection.
• Refunds are issued to the original payment method; bank processing may take 2–3 working days.
• We do not charge restocking fees, but attempted fraud (e.g., empty containers, swapped products) will void the refund and may be reported.

 

 

3. Exceptional Circumstances

  • First-time product reactions: If you experience a verified adverse reaction, contact us within 14 days; our team will guide you through a quality-assurance assessment and, if warranted, arrange a refund or replacement.

  • Courier delays beyond our control: We will liaise with the courier, keep you updated, and expedite a resolution, but delivery times are estimates, not guarantees during force-majeure events (storms, strikes, etc.).