Norland Shopzone Refunds and Returns Policy
Last updated: 31 December 2025
1) Who we are
Norland Shopzone is operated by BLUE EDGE MEDIA SOUTH AFRICA (Pty) Ltd, trading as NORLAND SHOPZONE (Registration No. 2006/121281/23). We operate as an independent distributor under Norland South Africa (Member ID: QC8927252).
Returns address (by approval only):
Norland South Africa Head Office, 1 8th Avenue, Edenburg, 2191, Sandton, Johannesburg, South Africa
2) Where we deliver
We serve customers primarily in South Africa. Customers in Botswana, Namibia, and Eswatini may place orders provided delivery is received at a South African address.
3) Important notice about health/hygiene products
Our products (capsules, sanitary pads, pantyliners, toothpaste) are airtight sealed for hygiene and safety.
No returns are accepted for opened/unsealed products, unless the product is defective, damaged in transit, or expired/short-dated on delivery.
4) Returns we accept
We accept returns in the situations below (subject to inspection and approval):
A) Defective / unsafe / not fit-for-purpose goods (CPA implied warranty)
If a product is defective or fails to meet the required quality standards within 6 months of delivery, you may return it and choose your remedy in line with South African consumer law:
- Replacement, or
- Refund (or repair where applicable).
We do not offer repairs for consumable hygiene/health products. Where repair is not appropriate, your remedy will be replacement or refund, based on your election and lawful assessment.
B) Damaged in transit / wrong item delivered
If your order arrives damaged, leaking, tampered, or you received the wrong item, you must notify us within 48 hours of delivery.
Evidence required: clear photos and/or video of:
- the outer shipping package (showing damage), and
- the product(s) and seals.
C) Expired or short-dated products on delivery
If you receive a product that is:
- expired on delivery, or
- will expire within 30 days of delivery,
you may request a return.
5) Returns we do not accept
Except where required by law, we do not accept:
- Change-of-mind returns.
- Products that were opened/unsealed, used, or not in their original condition (unless defective/damaged/expired on delivery).
- Returns where the 48-hour notification for transit damage/wrong items was missed (unless there’s a valid reason and supporting proof).
- Products that are returned without prior written approval.
6) How to request a return (required process)
Email us with your order number and return reason:
Attach your evidence (photos/video) and confirm:
- product name(s)
- quantity
- date delivered
We will issue a Return Authorisation (RA) and return instructions.
Do not send returns without an RA—unapproved parcels may be rejected.
WhatsApp (support only): Ernest — +27 73 619 6670 (WhatsApp only)
Legal queries: legal@norlandshopzone.co.za
Admin: admin@norlandshopzone.co.za
7) Return shipping costs
- If your return is approved due to defect, transit damage, wrong item, or expired/short-dated on delivery, we will arrange collection or provide return instructions at no cost to you.
- If a return is approved for any other lawful reason where the customer is responsible for return shipping, we will confirm the cost and process in writing before you return anything.
8) Inspection and outcome
Once the returned goods are received, we inspect them to confirm eligibility.
Possible outcomes:
- Replacement: shipped once stock is available; or
- Refund: if you elected a refund, or where replacement stock is unavailable, or where a refund is legally required.
If we confirm the item is not eligible (e.g., opened/unsealed with no defect, damaged due to misuse), we may decline the return and send the product back to you (where practical).
9) Refund method and timelines (Paystack South Africa)
Refunds are processed via Paystack South Africa to the original payment method where possible.
Timing:
- We aim to approve and initiate refunds within 7–10 business days after receiving and inspecting the returned goods.
- After initiation, the refund may take up to 10 business days to reflect, depending on your bank/payment method.
10) Stock availability
If replacement stock is unavailable, we will issue a refund once your return is approved.
11) Policy updates
We may update this policy from time to time. The latest version will always be published on our website.