Refund & Returns Policy
Effective Date: 8 July 2025
1. Introduction
Thank you for choosing Herocure.
We strive to provide a professional, reliable, and transparent service. As Herocure facilitates access to healthcare and wellness products through licensed partners, certain restrictions apply to refunds, returns, cancellations, and exchanges due to the nature of the products supplied.
Please read this Refund & Returns Policy carefully before placing an order.
By placing an order through our website, you acknowledge that you have read, understood, and agreed to this policy.
2. Order Cancellations
Customers may request to cancel an order before it has been processed, prepared, or dispatched by Herocure.
Where an order has not yet entered the fulfilment process, Herocure will make reasonable efforts to accommodate cancellation requests.
Once an order has been processed, prepared, packed, or dispatched by Herocure or its partners, cancellation may no longer be possible.
Where a cancellation is approved before dispatch, Herocure reserves the right to deduct any non-refundable payment processing or administrative fees permitted by applicable law before issuing a refund.
3. Prescription Verification (Where Applicable)
Certain products available through our platform require a valid prescription. These products will be clearly identified on our website.
Where a prescription is required:
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The customer must provide a valid prescription.
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The dispensing pharmacy will independently review and verify the prescription.
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Only once approved will the order proceed to fulfilment.
If a prescription is:
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Invalid;
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Expired;
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Incomplete;
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Altered;
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Fraudulent; or
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Otherwise unacceptable to the dispensing pharmacy,
the order may be declined and cancelled.
Where payment has already been received, an eligible refund may be processed, subject to any applicable administrative or payment transaction costs permitted by law.
4. Returns & Refunds
Due to health, safety, quality-control, storage, and regulatory requirements, medications, injectable products, temperature-sensitive products, peptides, hormones, and other healthcare-related products generally cannot be returned once they have been dispatched or delivered.
For the protection of all customers, neither Herocure nor its pharmacy and distribution partners can verify how products have been stored or handled after leaving our control.
Accordingly, we cannot accept returns or provide refunds where:
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The incorrect product was ordered.
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The incorrect strength, quantity, flavour, size, or variation was selected.
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The customer changed their mind.
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The product is no longer required.
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The customer obtained alternative treatment after placing the order.
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The order has already been dispatched.
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Incorrect delivery information was supplied.
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Delivery could not be completed due to customer-related circumstances.
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The product packaging has been opened, damaged, altered, or tampered with.
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The product has not been stored according to the manufacturer’s recommendations after delivery.
Customers are responsible for carefully reviewing their order before completing checkout.
5. Incorrect, Damaged or Defective Products
If you receive a product that is:
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Damaged during transit;
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Defective;
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Incorrectly supplied; or
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Materially different from what was ordered,
please notify Herocure within 48 hours of delivery.
To assist with our investigation, customers may be asked to provide:
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Photographs of the product;
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Photographs of the packaging;
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The order number;
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Batch or lot numbers where applicable; and
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Any additional information reasonably required to assess the claim.
Each claim will be reviewed individually in consultation with the dispensing pharmacy, supplier, and courier where applicable.
Where appropriate, a replacement, exchange, store credit, or refund may be offered in accordance with the Consumer Protection Act and other applicable South African legislation.
6. Non-Delivery
If your order has not arrived within the estimated delivery timeframe, please contact our support team as soon as possible.
We will investigate the matter with the courier and keep you informed of the progress.
Lost parcels will only be refunded or replaced once the courier’s investigation has been completed and confirms that the parcel cannot be recovered.
7. Refused or Undeliverable Deliveries
If a customer refuses delivery without a valid reason, or delivery cannot be completed because incorrect or incomplete delivery information was supplied, any refund request will be assessed on a case-by-case basis.
Products that cannot legally or safely be returned to stock may not qualify for a refund.
Additional courier charges may apply if re-delivery is requested.
8. Temperature-Sensitive Products
Certain products require controlled storage conditions during transport.
Customers are responsible for ensuring someone is available to receive the delivery promptly.
Herocure cannot accept responsibility for product deterioration resulting from:
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Delayed acceptance of delivery;
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Unattended deliveries;
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Failure to refrigerate products where required;
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Improper storage after successful delivery.
9. Refund Processing
Approved refunds will be processed using the original payment method whenever reasonably possible.
Refund processing times vary depending on your bank or payment provider and typically take 5 to 10 business days after approval.
Herocure cannot be held responsible for delays caused by third-party payment providers or financial institutions.
10. Fraud Prevention
Herocure reserves the right to refuse refunds, returns, cancellations, replacements, or exchanges where fraud, abuse, misuse, chargeback fraud, or suspicious activity is reasonably suspected.
Orders placed using fraudulent payment methods may be cancelled without notice and reported to the relevant authorities where appropriate.
11. Consumer Rights
Nothing contained in this Refund & Returns Policy limits or excludes any rights afforded to consumers under the Consumer Protection Act 68 of 2008 or any other applicable South African legislation.
Where legislation grants consumers rights that cannot legally be excluded or limited, those rights will always prevail.
12. Contact Us
If you have any questions regarding this Refund & Returns Policy, please contact us:
Herocure
📧 Email: support@herocure.co.za
📱 Phone & WhatsApp: 077 485 1061
🌐 Website: herocure.co.za
By placing an order through Herocure, you acknowledge that you have read, understood, and agreed to this Refund & Returns Policy.