Shipping, Delivery & Returns Policy
Shipping, Delivery & Returns Policy
Last Updated: July 24, 2025
1. General Policy
Welcome to My Health Store! Our platform connects you with trusted local wellness providers (vendors) across South Africa. It is important for our customers to understand that Health Shop SA is a marketplace and does not handle any physical inventory, packaging, or delivery.
All shipping and delivery processes are managed directly by the individual vendor you purchase from. This policy outlines the general framework for deliveries and returns, but specific details (like costs, times, and refund eligibility) are determined by each vendor.
2. Order Processing
Once you place and pay for an order on our platform, it is immediately and securely transmitted to your chosen vendor.
The vendor is then responsible for preparing your items for delivery.
Processing times may vary depending on the vendor and the time of day your order is placed.
3. Delivery Methods & Timelines
Each vendor manages their own delivery logistics. They may use their own dedicated delivery drivers or a third-party courier service.
Delivery Times: These are set by the individual vendor and are typically based on your delivery address. Contact your vendor for more info.
Delivery Hours: Deliveries will only occur during the operating hours of the chosen vendor.
4. Delivery Costs & Pricing
At My Health Store, we aim for transparent and straightforward pricing. The information below explains how delivery costs are handled for local and distant orders.
Local Orders (Recommended)
For the best experience and price transparency, we strongly recommend choosing a vendor located within a 60km radius of your delivery address.
For these local orders, the price you see in your cart at checkout is the final price you pay. Local vendors manage delivery costs in one of two ways:
Free Delivery: Many vendors offer free delivery for orders within their specified local service area.
Inclusive Pricing: Other vendors incorporate a fixed price for deliveries.
This means for local orders, you will not see a separate ‘shipping fee’ or hidden costs added after you complete your payment.
Important: Ordering from Distant Vendors (Outside 60km)
While our platform may show you vendors located further than 60km away, please be aware that selecting them can result in additional delivery charges.
If you choose a distant vendor:
The additional delivery fee required to service your location will not be included in your initial checkout total.
The vendor will contact you after you have placed your order to inform you of the extra delivery charge.
You will then have the choice to either pay the additional fee directly to the vendor or cancel your order and request a refund.
To avoid any uncertainty, we advise contacting the vendor directly about delivery costs before placing an order if they are located far from your delivery address.
6. Order Tracking
Some vendors may offer order tracking. If this service is available, the vendor will provide you with a tracking number or a link to follow your delivery’s progress. This information is typically sent via email or SMS after your order has been dispatched. For any questions about tracking, please contact the vendor directly.
7. Delivery Issues, Delays, or Questions
As the vendor manages the entire delivery process, they are your primary point of contact for any and all delivery-related inquiries.
Please reach out to your chosen vendor directly for assistance with:
Updates on your delivery status.
Delays in receiving your order.
Incorrect address information that needs to be updated.
Reporting an order as not received.
Items damaged upon arrival.
You can find the vendor’s contact information on their store page on our website.
8. Returns & Refunds Policy
a. Main Principle
All returns and requests for refunds are handled directly by the individual vendor from which you made your purchase. Each vendor has its own returns and refunds policy in accordance with the Consumer Protection Act and other relevant South African regulations.
b. How to Initiate a Return or Refund
To initiate a return or request a refund, you must contact the vendor directly. You can find their contact details on your order confirmation on their individual store page on our website. Please provide them with your order number and the reason for your request.
c. Conditions for Returns
Common reasons for a refund or exchange may include:
You received a damaged or faulty product.
You received an incorrect item that was not on your order.
An item from your order was missing.
Please note that due to health and safety regulations, certain health and personal care products may not be eligible for return or refund once opened or used, unless they are proven to be faulty. Return eligibility is determined by the vendor.
d. Our Role in Refunds
My Health Store’s role is to facilitate your transaction with the vendor. We do not hold stock, handle returns, or process refunds directly. The decision to issue a refund and the process of doing so rests entirely with the vendor.
Should you face difficulties in communicating with a vendor regarding a return or refund, please contact our support team. While we cannot override the vendor’s policy, we will do our best to assist in facilitating communication between you and the vendor.
Contact Us
For questions, queries or technical support, please contact us at:
Email: info@myhealthstore.co.za
WhatsApp: +(27) 60 2122 612
