SHIPPING AND RETURN POLICY

At Ubis’® Nutrition we adhere to Consumer Protection Act (CPA) and offer a standard return policy. This typically includes a “cooling-off” period, allowing consumers to return goods within 10 days (or 7 for electronic transactions) for any reason without penalty, but at the consumer’s expense. Defective or unsuitable goods (e.g., not fit for a specific purpose) can be returned within six months, with a 10-day window for unsuitable goods. 

Shipment costs are calculated on a dynamic basis in accordance with the products that you have in your shopping cart, and your delivery address.

Shipment is free of charge if the order total is greater than the following amounts:

South Africa: R 700

Any other territories, this does not apply. A quote from the courier company will be presented for the customer to accept. Shipment can only be made once the shipping costs are paid in full.

Shipments may suffer delays in delivery during the Christmas and Easter holidays.

If there is no responsible individual to receive the package at the stated delivery address, a notification will be left with a telephone number which you should call to confirm when the goods can be delivered to you. The courier company will store your package at its warehouses for approximately 2-3 days, before proceeding to return it to Ubis’ Nutrition premises.

If you do not receive your purchase within the estimated time, you should contact the Customer Service Department via the form established on the store itself. From the moment when we receive your notification we will conduct the relevant procedures to ascertain why you did not receive the delivery within the agreed time.

Shipping:

• Shipping Costs: The www.ubis.co.za, hereafter refer to as “website” will  provide clear information about shipping costs, including any taxes or fees at the “checkout point”. 
• Delivery Times: The website indicates the expected dispatch and delivery times for all orders.
• Delivery Address: The customer must provide a valid and clear delivery address. 
• Shipping Insurance: The website will at times offer shipping insurance (if this is requested by the customer) to cover damage or loss in transit, but this will usually at the customer’s expense. 

Returns:

• Cooling-off Period:

The cooling off period does not apply, so customers will need to state their reason for returning the goods as long as the goods are in their original condition. 

• Defective Goods:

If the goods are defective or not suitable for the purpose they were bought for, the consumer has a right to return them and request a refund, repair (for branded merchandise other than our consumable products), or replacement within six months, with a 10-day window for unsuitable goods. 

• Non-defective Goods:

Non-defective goods will attract a handling fee of 25% and shipping costs to the customer’s account, provided they are returned within 7 days from date of purchase.

The shipment times for returns are: 

• 30 days from delivery for clothing and accessories. (Products such as water bottles, shakers and socks cannot be returned.)
• 14 days from delivery for nutrition products.

• Cost of Return:

For the cooling-off period, the consumer will be liable for the cost of returning the goods. For defective or unsuitable goods, Ubis’ Nutrition will bear the cost of return. 

• Return Procedures:

The following steps apply for all returns. 

1. Ubis’ Nutrition is informed through our email address:info@ubis.co.za or a call is made to +27 64 680 6794 to initiate the return by stating the reason for return. 
2. A reference number will be issued and customers will be advised on how to package and return the goods.
3. A date code and batch number will be requested in an event, there is a quality concern so that our internal team can initiate an investigation whilst waiting for the actual specimen in a case of consumable goods.  This will not be required for other branded merchandise, e.g. water bottles, t-shirts etc.
4. Once the products are received, the customer will be informed of the next steps.
5. Once the customer is happy with the remedy the incident will be closed. Should there be further concerns, a new claim will need to be initiated.