At Noulega, customer satisfaction is our number one priority. We are committed to provide the best customer service with the best products at the best prices. Provider refers to Noulega, the words; provider and Noulega are used interchangeably.
Due to public health and safety regulations, perishable goods (foodstuffs, health supplements and beverages) cannot be returned, refunded or exchanged.
Noulega reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient, or the quality of goods ordered does not meet our standards. Noulega will notify the Shopper and the Shopper will be entitled to either select another product or choose to receive an online credit refund as store credit of the amount paid by the Shopper or an eft / credit refund.Please remember it can take some time for your bank or credit company to process a refund after we have initiated it on our system.
Goods may only be returned if the stock was damaged during transport from the Provider to the User, or in case of a picking mistake by the Provider. Claims on damages must be made within 48 hours from delivery. The user/customer needs to send us an email to info@noulega.co.za with the following information: order number, product name, with a picture of the product and reason for return (incorrect product/damage product/defective product).In the case of a return of order by the User due to an error on the provider’s side, the Provider will be liable for actual courier costs incurred once we confirmed that an incorrect product(s) was sent out.For a defective and/or damage product(s), you will be responsible for paying for your own shipping costs for returning your product(s). Shipping costs are non-refundable.
In line with the applicable laws such as the Electronic Communications and Transactions Act, 2002 together with the applicable provision of the Consumer Protection Act, 2008, the Shopper has 7 (seven) days in which return stock was damaged during transport from the Provider or in case of a picking mistake by the Provider provided that such Products are sealed and in original condition and undamaged and returned in the same good order that it was received.
Please note for your own protection we recommend you use a fully tracked and insured courier services as the user/customer is responsible for the return of all defective and damage product(s). Unfortunately, Noulega cannot refund any product(s) which got lost during return shipping due to insufficient labelling or an incorrect address. Noulega is not liable for any loss or damages during transit of the returned product(s).
Incorrect Product(s)
If you received an incorrect product(s), then you must report to us within 7 days after receiving the product(s). You may return any incorrect product(s), not used and provided it is still sealed and in original condition and undamaged.
To complete your return, we require a receipt or proof of your purchase.
Follow the Shipping instruction for returning product(s) below to return an incorrect product(s).
Damage Product(s)
Should any product(s) be visibility damage during transit, you can request a return of the product(s) to us within 7 days of the delivery date. You can return the damage product(s) for a replacement for the same product(s).
To complete your return, we require a receipt or proof of your purchase.
Follow the Shipping instruction for returning product(s) below to return a damage product(s).
Credit Refund
In the event that Noulega cannot replace the valid return of an incorrect or damaged or defective product(s), Noulega will notify the Shopper and the Shopper will be entitled to either select another product or choose to receive an online credit refund as store credit of the amount paid by the Shopper or an eft / credit refund to the Shopper.Please remember it can take some time for your bank or credit company to process a refund after we have initiated on our system. Online store credit will be credited onto your online account as an online store credit within 1-2 working days which can be used on our online store.
The credit store refunds will be available for use for a period of 30days, after which it may expire.
Online Promotions
The User acknowledges that all items on promotion are limited. The Provider will take all reasonable efforts to monitor stock levels and ensure that when stock is no longer available, that promotional offers thereof are removed from the website. The Provider, however, cannot guarantee the availability of stock. When items are no longer available after the User has placed an order, the Provider will notify the User and the User will be entitled to a refund of any amount already paid for such items. Refunds will only be given on sale price, not the original price.
Shipping for returning product(s)
Please note for your own protection we recommend you use a fully tracked and insured courier services as the user/customer is responsible for the return of all defective and damage product(s). Unfortunately, Noulega cannot refund any product(s) which got lost during return shipping due to insufficient labelling or an incorrect address. Noulega is not liable for any loss or damages during transit of the returned product(s).
For an incorrect product(s), we will arrange for collection of the product(s) with our courier provider once we confirmed that an incorrect product(s) was sent out.
For a defective and/or damage product(s), you will be responsible for paying for your own shipping costs for returning your product(s). Shipping costs are non-refundable.
The user/customer needs to send us an email to info@noulega.co.za or log into their account, and complete a Return form on the website with the following information: order number, product name, and reason for return (incorrect product/damage product/defective product).
Package your products(s) to be returned securely in its original packaging and all documentation that were included.
Once we have received the returning incorrect product(s), the product will undergo an assessment.
Once we have received the returning product(s) it will go through an inspection. We will send you an email to notify you that we have received your returned product(s). We will also notify you of the approval or rejection of your replacement or credit refund. In the event that our assessment proof that the product(s) is not defective or damage, then the user/customer will be responsible for the delivery cost to dispatched the same/original returning product to the customers. In the event that our assessment proves that the product(s) is defective or damage, then Noulega will be responsible for the delivery cost to dispatched the replacement defective or damage product to the customer.
In the event that a replacement returning product(s) cannot be provided, then a credit refund will be issued as per above.
Please note that we cannot offer a replacement before we have received the incorrect, defective or damage returned product(s).
Depending on where you live, the time it may take for your replacement product(s) to reach you, may vary.
Last updated: 4 March 2024
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