Refund Policy
Refund Policy
Last updated: August 2026
At Alder-Ash, we want you to feel confident when you shop with us. This policy explains your options if something goes wrong with your order, and sets out your rights under South African law — including the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).
Change of Mind — ECTA Cooling-Off Right
Where the ECTA cooling-off right applies, an eligible consumer may cancel an online purchase within 7 days after receiving the goods, without giving a reason. The consumer may be responsible only for the direct cost of returning the goods.
Certain goods are excluded under section 42 of ECTA, including goods which by reason of their nature cannot be returned. Because opened or used skincare and cosmetic products may present hygiene and safety concerns, Alder-Ash may decline a change-of-mind return after opening or use where the statutory exclusion applies.
This does not limit rights relating to defective, unsafe, incorrect or non-compliant goods.
Where a valid ECTA cooling-off cancellation is accepted, any refund due will be made within 30 days of the date of cancellation.
Damaged or Incorrect Orders
If your order arrives damaged in transit, or if you receive the wrong item, please contact us at support@alderash.co.za with:
- Your order number
- A description of the issue
- Clear photographs of the damaged or incorrect item(s)
Please notify us within 48 hours where reasonably possible. Failure to notify us within 48 hours does not remove your statutory rights.
We will resolve legitimate transit damage or incorrect fulfilment at our own cost, which may include a replacement or refund as appropriate.
Defective, Unsafe or Non-Compliant Goods — Your CPA Rights
Nothing in this policy limits or removes your rights under the Consumer Protection Act. Where the CPA's implied warranty of quality applies, you have the right to return goods that are defective, unsafe, or do not conform to the required standard within six months of delivery, and to choose between a repair, replacement, or refund as provided by law.
The position on opened cosmetics described above applies only to change-of-mind returns. It does not affect your statutory rights in relation to defective, unsafe, incorrectly supplied, or non-compliant goods.
Allergic Reactions and Skin Sensitivity
Customers with a known bee or bee-venom allergy should not use Bee Venom products. Patch testing is strongly recommended before first use of any new skincare product.
An adverse reaction is not automatically evidence that a product is defective and will be assessed according to the circumstances. Nothing here limits statutory rights where a product is genuinely defective, unsafe or non-compliant.
How to Contact Us
Email: support@alderash.co.za
Physical address: 317 Albertus Street, Pretoria, Gauteng, 0184, South Africa
We aim to respond within 1–2 business days.