Last updated 26 July 2026
This policy forms part of, and is incorporated by reference into, the Oryx Terms of Use. Terms defined in the Terms of Use have the same meaning here. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or the Protection of Personal Information Act 4 of 2013 ("POPIA"). Where this policy and any applicable legislation conflict, the legislation prevails.
This policy applies to every product we sell now or introduce in future, according to the category it falls into below.
We do not accept change-of-mind returns on prescription or compounded products. These are dispensed for you specifically, and once dispensed cannot lawfully go back into stock or be resold.
Non-prescription products only: you may return an item because you changed your mind if it is unopened, in its original sealed packaging, with proof of purchase, and you contact us within 7 days of delivery. Opened, used, or tampered items are not eligible.
If you purchase a non-prescription product through the Services (an electronic transaction as contemplated by ECTA), you have the right to cancel the transaction and return the goods without reason within 7 days of delivery, as provided by ECTA section 44. This right is in addition to any rights you have under the CPA.
The ECTA cooling-off right does not apply to:
To exercise this right, contact us at support@oryx.health within the 7-day period. The product must be returned unused and in its original packaging. We will refund the purchase price, excluding original delivery fees, within 15 business days of receiving the returned product.
You may cancel an order at any time before it has been dispatched, in accordance with CPA section 17 and ECTA section 44, by contacting us at support@oryx.health. If payment has already been processed, we will refund the full amount, including any delivery fees, within 5 business days of cancellation.
Once a prescription or compounded product has been prepared or dispensed, it cannot be cancelled, because these products are made specifically for you and cannot be returned to stock.
Applies to all product categories. You have the right to receive goods that are safe, of good quality, and reasonably suitable for their intended purpose, as provided by CPA section 55. If a product is defective, unsafe, or fails to meet the implied warranty of quality under CPA section 56, or you receive the wrong item or it arrives damaged, contact us at support@oryx.health within 48 hours of delivery with your order number and a description of the problem.
We will acknowledge your return request within 2 business days and may inspect or test a returned product within 5 business days of receipt to confirm the fault existed at delivery. Where a genuine defect is confirmed, you choose between a replacement and a refund, as CPA section 56 requires. That choice is yours, not ours. Under the CPA, a 6-month implied defect period applies from delivery: if a defect appears within 6 months of delivery, it is presumed to have existed at the time of delivery unless we can demonstrate otherwise.
Not treated as a defect, and not eligible for a return under this section:
Where a product is returned in a condition that has diminished beyond what is necessary to inspect or test it, we may reduce the refund to reflect the diminished value. We will notify you of any deduction and the reason for it before processing the refund. This does not apply where the defect or damage existed at delivery.
Your practitioner makes an independent clinical decision. We do not refund a consultation fee because:
Clinical outcomes vary between individuals and cannot be guaranteed. This does not affect your right to a replacement or refund under section 5 if a product itself is defective.
This section applies to any current or future product that needs cold-chain handling, no matter which product it is.
Cold-chain products must be reported within 24 hours of delivery to preserve any claim, given their limited window for safe handling outside temperature control.
If you cancel a subscription, any product already compounded, dispensed, or shipped for the current billing period remains chargeable and is not eligible for a change-of-mind return. Full detail is in the Terms of Use.
Contact support@oryx.health before returning a product. We will acknowledge your request within 2 business days and confirm whether your return qualifies. If it does, we will tell you how and where to send the product. We will inspect returned products within 5 business days of receipt. Items sent to us without prior authorisation may not be accepted.
Approved refunds are paid to your original payment method within 5 to 15 business days of approval.
If delivery fails because the address you provided is incorrect, no one is available to receive the parcel, or the courier is unable to deliver for any reason attributable to you, the courier will attempt re-delivery or hold the parcel at the nearest collection point for 5 business days.
If the parcel is not collected or re-delivery cannot be arranged within the holding period, it will be returned to us. We will contact you to arrange a further delivery attempt at your cost, or to process a refund less the original and return delivery fees. For cold-chain products returned due to a failed delivery, a refund will be processed only if the product remains within safe handling parameters on return.
We are not liable for delays in delivery caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, labour disputes, utility or telecommunications failures, government actions, civil unrest, or disruptions to courier or logistics networks. Where such an event occurs, we will notify you as soon as practicable and take reasonable steps to minimise the delay. If the delay exceeds 20 business days, you may cancel the affected order for a full refund.
We may refuse a return where, among other things: the product has been opened, used, or tampered with; the conditions in this policy have not been met; we suspect fraud; a regulatory restriction prohibits the return; or the request falls outside the scope of this policy.
If you are not satisfied with how we handle a return or refund, you may escalate your complaint through the following steps:
Nothing in this policy limits your right to approach any of these bodies at any time, as set out in the Terms of Use.
Returned products may contain personal information, for example prescription labels, patient details on packaging, or treatment-related information. We securely destroy any personal information found on returned items in accordance with POPIA and our Privacy Policy. Returned products are not resold or redistributed in any way that could expose your personal information.
We retain records of return and refund transactions, including correspondence, proof of purchase, and inspection outcomes, for the period required by the CPA, applicable tax legislation, and the National Health Act 61 of 2003. After the applicable retention period expires, records are deleted or anonymised in accordance with our Privacy Policy.
We will give you notice of any material change to this policy before it takes effect, consistent with the Terms of Use.
Oryx Health Holdings (Pty) Ltd, Level 3A, Pearls Mall, Umhlanga, KwaZulu-Natal, 4319, South Africa. Email: support@oryx.health.
