Last updated: 21 August 2026

By Dr Terry Ann is operated by DRULEF RETAIL CC ("By Dr Terry Ann", "we", "us" or "our"). This Refund Policy applies to purchases made through www.bydrterryann.co.za

We want you to be satisfied with your purchase. This policy explains when products may be returned, how to request a return and how refunds are handled.

Important: This policy is in addition to any rights you may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and other applicable law. Nothing in this policy excludes, restricts or replaces any right or remedy that cannot lawfully be excluded or restricted.

1. CHANGE-OF-MIND RETURNS

If you change your mind about a purchase, you may request a return within 7 days of delivery, subject to the conditions below and any additional rights that apply under law.

To qualify for a voluntary change-of-mind return, the product must be:

• Unused and unopened.

• Sealed and untampered with.

• Undamaged and in its original packaging.

• In a condition suitable for resale.

For health, hygiene and safety reasons, we do not ordinarily accept change-of-mind returns of products that have been opened, unsealed, used or tampered with. Products marked as final sale are also not returnable merely because you have changed your mind. These restrictions do not affect any statutory rights you may have in relation to defective, unsafe, incorrectly supplied or otherwise non-compliant products.

2. DAMAGED, DEFECTIVE, INCORRECT OR COMPROMISED PRODUCTS

Please contact us promptly if your order arrives damaged, the safety seal is broken or appears to have been tampered with, you receive the wrong product, an item is missing, or you believe a product is defective, unsafe or otherwise does not meet the standards required by applicable law.

Do not use a product if its safety seal is broken on arrival, it appears to have been tampered with, or you have a genuine safety concern about it. Contact us so that we can investigate and provide the appropriate next steps.

Where the Consumer Protection Act applies and goods fail to meet the applicable statutory standards, qualifying goods may be returned within the statutory period without penalty and at the supplier's risk and expense. The remedies available to you, including repair, replacement or refund where applicable, will be handled in accordance with the Act and other applicable law.

3. HOW TO REQUEST A RETURN

Before sending a product back, please contact our customer service team so that we can confirm the return details and provide the correct return instructions.

Email: care@bydrterryann.co.za

Please include:

• Your order number.

• The product you would like to return.

• The reason for the return.

• Photographs, where relevant, particularly if an item is damaged, incorrect, defective or appears compromised.

Please keep your order confirmation or other proof of purchase. Products being physically returned should be packaged securely to prevent damage in transit. We will provide the applicable return address or collection instructions when your return request is processed.

4. RETURN SHIPPING COSTS

For an eligible voluntary change-of-mind return, the customer is responsible for the cost of returning the product, except where applicable law provides otherwise.

If a product is defective, damaged, incorrectly supplied or otherwise returnable at our risk and expense under applicable law, we will arrange or reimburse reasonable return costs as appropriate.

5. REFUNDS

Once an eligible returned product has been received and, where appropriate, assessed, we aim to process the refund within 7 business days.

Refunds are ordinarily issued to the original payment method used for the purchase. After we process the refund, your bank or payment provider may require additional time before the funds appear in your account.

Original delivery charges are generally not refundable for voluntary change-of-mind returns, except where required by applicable law. Where a return results from our error, an incorrect supply, or a qualifying defective or damaged product, delivery and return costs will be handled in accordance with applicable law and the circumstances of the return.

6. EXCHANGES

We do not offer direct exchanges for voluntary change-of-mind returns. If you would like a different product, please return the eligible original product for a refund and place a new order.

This does not affect any right you may have to a replacement under applicable consumer law where goods are defective, unsafe or otherwise fail to meet statutory requirements.

7. MISSING OR INCORRECT ITEMS

If an item is missing from your order or you receive a product that you did not order, please contact us promptly with your order number and details of the issue. Where we are responsible, we will take reasonable steps to correct the order at no additional cost to you.

8. CONTACT US

If you have any questions about a return or refund, please contact us using the details below. Our customer service team is available Monday to Friday, 9:00 am to 5:00 pm, and we aim to respond within 24 hours.

Business	By Dr Terry Ann / DRULEF RETAIL CC CK2009/153992/23
Email	care@bydrterryann.co.za
Address	24 Nellie Rd, Norwood, Johannesburg, 2192, South Africa