Returns & Refunds
We want you to be happy with your Farrell Naturals order. If something isn't right, please contact us and we'll do our best to help.
CHANGE-OF-MIND RETURNS
If you change your mind about your purchase, you may request a return within 14 days of receiving your order, provided the product is:
- unopened and unused;
- in its original packaging;
- in its original condition; and
- suitable for resale.
For hygiene and safety reasons, we cannot accept change-of-mind returns of skincare or personal-care products that have been opened, used, damaged after delivery or removed from their original packaging.
HOW TO REQUEST A RETURN
Before sending anything back to us, please email support@farrellnaturals.co.za with:
- your order number;
- the product(s) you would like to return; and
- the reason for the return.
We'll confirm whether the product is eligible for return and provide the appropriate return instructions and address.
Please do not send products back without first contacting us.
RETURN DELIVERY COSTS
For an eligible change-of-mind return, the customer is responsible for the cost of returning the product to us.
We recommend using a trackable delivery service and packaging the products securely. Farrell Naturals cannot be responsible for return parcels lost or damaged while being transported back to us where the return courier was arranged by the customer.
Original delivery charges are generally not refundable for a change-of-mind return.
DAMAGED, INCORRECT OR DEFECTIVE PRODUCTS
Please inspect your order when it arrives.
If you receive a product that is damaged, incorrect or appears to be defective, contact us as soon as possible at support@farrellnaturals.co.za.
Please provide your order number, details of the problem and clear photographs where relevant.
We will assess the issue and, where appropriate, arrange a replacement, refund or other suitable resolution.
Do not dispose of the product or its packaging until we have responded to your request, as we may need additional information or photographs to assess the issue.
REFUNDS
Once an eligible return has been received and assessed, we'll let you know the outcome.
Where a refund is approved, it will be processed back to the original payment method, where possible.
Please allow approximately 7–10 business days after a refund has been processed for it to appear in your account. The actual processing time may depend on your bank or payment provider.
If you have received confirmation from us that a refund has been processed but it has not appeared after the expected processing period, please contact your bank or payment provider first. You can also contact us at support@farrellnaturals.co.za if you need assistance.
EXCHANGES
We do not currently offer direct product exchanges for change-of-mind purchases.
If an item you received is damaged, incorrect or defective, please contact us so that we can determine the appropriate resolution.
PROMOTIONAL, DISCOUNTED AND BUNDLED ORDERS
Products purchased as part of a promotion, discount or bundle remain subject to the eligibility requirements of this Returns & Refunds Policy.
Where a return affects the conditions of a promotion or bundle discount, the value of any refund may need to be recalculated based on the products retained and the terms of the original promotion.
YOUR CONSUMER RIGHTS
Nothing in this policy is intended to limit any rights you may have under applicable South African consumer protection legislation.
NEED HELP?
If you have questions about a return, refund or an issue with your order, contact:
We'll be happy to help.