At Origin Collective, we want customers to have a clear understanding of our return and refund process before placing an order. This policy explains when a product may be returned, how to request a return and how approved refunds are processed.

1. 30-Day Return Period

Customers may request a return within 30 days of receiving their order, provided that the product meets the applicable return requirements described below.

Requests submitted after the 30-day period may not be accepted.

2. Return Conditions

To be eligible for a return, products should generally:

• Be returned within the 30-day return period.
• Be unused and in a suitable condition for resale where applicable.
• Remain in their original packaging where applicable.
• Include the relevant accessories, labels or components supplied with the product.
• Not have been damaged through misuse, improper handling or normal wear and tear.

Certain products may not be eligible for return where their nature, condition or applicable law prevents a return.

For hygiene and safety reasons, opened or used personal-care, beauty or cosmetic products may be excluded from return where applicable.

3. Products Received Damaged or Incorrect

If you receive a product that is damaged, defective or different from the product you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number
• Your name and contact details
• A description of the issue
• Photographs or other relevant evidence where requested

We will review the matter and advise you of the available resolution.

Where appropriate, the resolution may include a replacement, return or refund.

4. How to Request a Return

To request a return, contact our customer support team:

Email: customerservice@origincollective.online
Phone: 0672347914

Please include your order number and explain the reason for your return.

Do not send a product back before receiving return instructions from our customer support team.

5. Return Shipping Costs

Unless the product was received damaged, defective or incorrect, the customer may be responsible for the cost of returning the product to Origin Collective.

Return shipping costs are generally not refundable unless otherwise required by applicable law or agreed by Origin Collective.

Where a return is required because we supplied an incorrect product or the product arrived damaged or defective, we will assess the circumstances and advise the customer regarding the applicable return arrangements.

6. Refunds

Once an approved return has been received and assessed, we will process the applicable refund.

Approved refunds generally take up to 7 days to reflect, although the actual time may depend on the payment method and the customer’s financial institution.

The refund will normally be processed using the original payment method where reasonably possible.

7. Refund Amount

Where a refund is approved, the amount refunded will depend on the circumstances of the return.

Original delivery or shipping charges may not be refundable where the customer is returning a product for reasons unrelated to an error, defect or damage.

Where a refund is required because of an incorrect, damaged or defective product, the applicable refund will be assessed according to the circumstances and applicable consumer-protection requirements.

8. Non-Returnable Products

Certain products may not be eligible for return because of their nature.

Examples may include:

• Products that have been opened or used where return is restricted for hygiene reasons.
• Products that have been damaged after delivery through misuse or improper handling.
• Products that cannot reasonably be resold because of their condition.
• Products specifically identified as non-returnable before purchase.

This does not affect any rights a customer may have under applicable consumer-protection law.

9. Sale and Promotional Products

Products purchased during a sale or promotional period may still be eligible for return where they meet the requirements of this policy.

Any specific conditions applying to a promotional offer will be communicated with the relevant promotion.

10. Exchanges

Where available, an exchange may be considered depending on product availability and the circumstances of the return.

If the requested replacement product is unavailable, an appropriate alternative resolution may be offered.

11. Order Cancellations

Returns and order cancellations are handled separately.

If you wish to cancel an order, please contact us as soon as possible after placing the order.

Cancellation may not be possible once an order has entered processing, packing or dispatch.

Please refer to our Cancellation Policy for further information.

12. Customer Responsibility

Customers are responsible for providing accurate delivery and contact information when placing an order.

Customers are also responsible for following the return instructions provided by Origin Collective and ensuring that returned products are packaged appropriately to reduce the risk of damage during return shipping.

13. Fraudulent or Abusive Returns

We reserve the right to investigate suspected fraudulent, abusive or repeated misuse of our return and refund process.

Where permitted by law, we may refuse a return or refund where there is reasonable evidence of fraud, misuse or a violation of this policy.

14. Consumer Rights

Nothing in this policy is intended to remove or restrict any rights that customers may have under applicable South African consumer-protection or other applicable laws.

Where a mandatory legal right applies, that right will take precedence over any conflicting provision of this policy.

15. Contact Us

If you have questions about a return or refund, please contact Origin Collective:

Origin Collective
Email: customerservice@origincollective.online
Phone: 0672347914
Website: https://origincollective.online/

Please include your order number when contacting us about an existing order so that we can assist you more efficiently.