Terms and conditions

1. Orders and payments

This website is operated by Bio Vita (PTY) LTD, trading as Bio Vita. These terms apply to purchases made through our website.

Prices are shown in South African rand. Applicable delivery charges and your order total are shown before you complete payment.

If we cannot fulfil your order, we will notify you promptly and refund the unavailable goods and any associated delivery charge that no longer applies.

2. Change-of-mind returns

You may request a change-of-mind return within seven calendar days of delivery. The retail pouch must remain factory-sealed, with all stick packs present, unused and properly stored.

Because our products are consumable, we do not accept change-of-mind returns or exchanges once the retail pouch or any stick pack has been opened. Opening only the outer courier bag or delivery box does not disqualify a return.

You are responsible for the direct return shipping cost for a change-of-mind return. Original delivery charges will be refunded where required by law. Please contact us before sending anything back so we can provide return instructions.

These conditions do not limit any cancellation, return or refund rights you have under South African law, including the rights described below for defective or unsafe products.

3. Damaged, incorrect or defective products

If your order arrives damaged, contains the wrong product, or you believe a product is defective or unsafe, please email jenna@biovita.co.za promptly with your order number and a description of the issue. Photographs and the batch number, where available, help us investigate.

Please retain the packaging and any remaining product for assessment. Do not consume a product you suspect may be unsafe. Having opened the product does not automatically disqualify a valid claim.

We will provide the refund or replacement required by law and cover necessary return costs where the issue is our responsibility. We will not require you to accept store credit where you are entitled to a monetary refund.

For visible delivery damage, please let us know within 48 hours where possible. This helps us investigate with the courier; it is not a deadline that removes your statutory rights.

4. Special circumstances

A personal taste or flavour preference generally does not qualify an opened product for a refund. If you experience an unexpected problem or reaction, please contact us so we can assess your circumstances individually.

We may offer a goodwill solution where appropriate. Any remedy you are entitled to by law remains a right and is not dependent on our discretion.

5. Order and subscription cancellations

You may cancel an order before dispatch for a full refund. Please contact us as soon as possible with your order number. Once an order has been dispatched, our returns policy applies, without limiting your statutory cancellation rights.

You may cancel a subscription before its next scheduled payment without a cancellation fee. Cancellation stops future renewals. If a renewal has already been charged, you may cancel that order before dispatch for a full refund; after dispatch, our returns policy applies.

We will not retrospectively reclaim a discount on a previous subscription order because you cancel your subscription.

6. Delivery

We deliver to supported addresses in South Africa using The Courier Guy. Delivery charges and estimated timeframes will be provided before you complete checkout.

Orders are dispatched after payment confirmation, subject to stock availability. Any pre-order will have a separately communicated estimated dispatch date. Tracking details will be shared when available.

If your delivery is delayed, lost or damaged, please contact Bio Vita. We will work with the courier to resolve the issue. Handing an order to the courier does not remove our responsibility to fulfil your order.

Please provide a complete and accurate delivery address and contact number. If an incorrect address or requested redirection results in an additional delivery cost, we will explain that cost and obtain your agreement before charging it.

Your statutory rights to cancel or receive a refund for delivery failures remain unaffected.

7. Refund processing and your rights

We aim to initiate eligible refunds within five business days, subject to any shorter deadline required by law.

Card payments will be refunded to the original payment card. Other payment methods will be refunded through an appropriate verified process. Bank processing can take additional time: PayFast advises that card refunds can take up to ten business days to reflect, while EFT refunds generally take two to three business days.

Nothing in these terms excludes or limits rights or remedies available under South African consumer law, including the Consumer Protection Act and the Electronic Communications and Transactions Act, where applicable. If a provision conflicts with a mandatory legal right, that right takes precedence.