SOiL Organic Aromatherapy

Refunds & Returns Policy

At SOiL Organic Aromatherapy, your satisfaction is important to us. We comply with the Consumer Protection Act (CPA) of South Africa, which ensures fair, transparent processes when it comes to returns, refunds, and cancellations for online purchases. Please read our policy below carefully.

1. Cancelling an Order (Before Dispatch)

If you wish to cancel your online order:

• You may do so directly on our website before making payment.
• If payment has already been made, please contact us immediately at weborders@soil.co.za or info@soil.co.za with your order number and request for cancellation.

We will process your refund through our accounts department. Refunds are made via electronic bank transfer only – no cash refunds are issued.

2. Returning Products

Under the CPA, you have the right to return goods purchased online within 7 business days of receiving them, provided:

• The items are unopened, unused, and in their original condition and packaging.
• You notify us in writing via email within the return window.

Return shipping costs for change-of-mind returns are the responsibility of the customer. Once the goods are received and inspected, a refund or credit will be processed within 7 working days.

Please note:
Made-to-order or customised items cannot be refunded unless faulty or damaged.

3. Damaged or Incorrect Items

If you receive a product that is:

• Incorrect,
• Faulty, or
• Damaged during delivery,

please notify us within 48 hours of receipt at weborders@soil.co.za with:

• Your order number,
• A description of the issue, and
• Photographs of both the outer packaging and the damaged or incorrect item.

Once verified, we will arrange a replacement at no cost to you, or offer a refund where appropriate. Damaged items must be returned to us in their original packaging.

4. Refund Processing

Refunds (where applicable) are:

• Made via bank transfer into your nominated account.
• Processed within 7–10 business days after inspection and approval.
• Subject to deduction of courier fees (where applicable and not related to a SOiL error).

Please note, we do not issue cash refunds or refund to third-party accounts.

5. Contact Us

For all refund or return enquiries, please email:
weborders@soil.co.za or info@soil.co.za

We’re committed to making your online experience with SOiL a positive and trustworthy one.