Refund policy

UltraPure® HOCL (Pty) Ltd

Effective Date: 8 October 2026
Website: www.ultrapurehocl.com

1. Our Commitment

At UltraPure® HOCL, we are committed to providing high-quality products and an excellent customer experience.

We take product quality, hygiene and customer safety seriously. If something goes wrong with your order, we are committed to resolving the matter fairly and efficiently.

This policy outlines the conditions for returns, refunds, exchanges and order cancellations for products purchased directly through www.ultrapurehocl.com.

Our policy operates in accordance with South Africa's Consumer Protection Act 68 of 2008 (CPA) and Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy limits or excludes your statutory consumer rights.

2. Change-of-Mind Returns

Under Section 44 of ECTA, customers may cancel qualifying online purchases without providing a reason within 7 calendar days after receiving the goods, subject to the exclusions prescribed by law.

Where this statutory cooling-off right applies:

You may cancel the purchase without penalty by notifying us within the applicable period.
You may be responsible for the direct cost of returning the product.
We will refund the full amount paid for the cancelled transaction, including the original delivery charge, within 30 days of cancellation.
No restocking, handling or cancellation penalty will be imposed.

We encourage customers to retain original packaging and avoid opening or using products they may wish to return.

Certain goods may be excluded from the statutory cooling-off right under Section 42 of ECTA, including goods that cannot be returned by their nature, goods likely to deteriorate or expire rapidly, and certain customised or personalised products.

Any exclusion will be applied only where legally permitted.

Outside applicable statutory return rights, change-of-mind returns are not automatically accepted. However, we may consider reasonable requests involving unopened, unused and properly sealed products on a case-by-case basis.

3. Hygiene and Product Safety

UltraPure® HOCL manufactures products intended for wound care, eye care, nasal care, oral care and other personal-care applications.

Due to the nature of these products, maintaining appropriate hygiene and product integrity is essential.

For discretionary returns, we generally cannot accept products that:

Have been opened, used or partially consumed.
Have broken or removed tamper-evident seals.
Have been contaminated or improperly stored after delivery.
Have been altered, damaged or misused after delivery.

For safety reasons, opened or used products returned to us will not be resold.

These restrictions do not override any applicable statutory cooling-off right or a customer's rights in respect of defective, unsafe, incorrectly supplied or otherwise legally returnable goods.

4. Damaged, Defective or Incorrect Products

We carefully inspect and package products before dispatch. However, should you receive an incorrect, damaged, leaking, expired or defective product, please contact us.

We recommend reporting visible delivery damage or an incorrect order within 48 hours of delivery to assist with a prompt resolution.

This timeframe is a recommendation and does not limit your statutory rights.

Under Section 56 of the CPA, customers may return goods that fail to meet the applicable statutory quality and safety standards within six months of delivery, without penalty and at the supplier's risk and expense.

Where Section 56 applies, the customer is entitled to select the applicable statutory remedy of repair, replacement or refund. For our consumable products, replacement or refund will generally be the practical options.

We may reasonably assess a reported defect to understand its nature and cause, including whether it arose from manufacture, delivery, improper storage, misuse or damage after delivery.

We may request:

An order number or other proof of purchase
A description of the issue
Photographs, where available
Product batch number
Expiry date, where relevant

Where a product is confirmed to be subject to a statutory return or remedy, we will honour the applicable consumer rights.

For qualifying defective products and errors attributable to us, we will arrange or cover reasonable return costs as required by law.

5. Incorrect Products Ordered by Customers

Customers are encouraged to carefully review product descriptions, sizes, quantities and intended applications before completing an order.

If you accidentally purchase the wrong product or variant, please contact us as soon as possible.

Where a statutory cooling-off or other return right applies, we will honour that right.

Where no statutory return right applies, we may consider a discretionary exchange or return, provided the product is unopened, unused, securely sealed and in its original condition.

Any discretionary return or exchange is subject to our approval. Reasonable return or additional delivery costs may be payable by the customer, where legally permitted.

6. How to Request a Return or Refund

To request assistance with a return, exchange or refund, please follow these steps.

Step 1 — Contact Us

Email info@ultrapurehocl.com with your order number or proof of purchase and a brief description of your request.

Step 2 — Review and Instructions

Our customer support team will review your request and provide appropriate instructions for the return, collection or resolution.

Step 3 — Return or Collection

Where a physical return is necessary, please securely package the product to minimise damage or leakage during transport.

For opened, leaking or potentially contaminated products, please contact us before arranging shipment so that safe handling instructions can be provided.

Step 4 — Resolution

We will process the applicable refund, replacement or exchange in accordance with your statutory rights and this policy.

Please contact us before sending products back to ensure they are directed to the correct facility. Our administrative procedures do not restrict your legal return rights.

7. Refunds and Processing Times

Refunds will generally be made through the original payment method wherever possible.

Where this is not possible, we may request verified banking details to arrange an electronic funds transfer.

For qualifying ECTA cooling-off cancellations, refunds will be issued within 30 days of cancellation.

For other approved refunds, we will process payments as promptly as reasonably possible and within any applicable statutory deadline.

Once a refund has been processed, the time taken for the funds to appear in your account may depend on your financial institution or payment provider.

Store credit will not be imposed instead of a monetary refund where you are legally entitled to a refund.

No refund administration, cancellation or restocking fee will be charged where prohibited by law.

8. Shipping and Return Costs

Change-of-Mind Returns

Where a qualifying online purchase is cancelled under ECTA, the customer may be responsible for the direct cost of returning the products.

Where we agree to arrange a return collection on the customer's behalf, any legally permissible return charge will be communicated in advance.

Damaged, Defective or Incorrect Products

Where a product is legally returnable due to a defect, safety concern or error attributable to UltraPure® HOCL, we will cover reasonable return costs as required by law.

Discretionary Returns

For returns or exchanges voluntarily accepted outside statutory return rights, we may require the customer to cover reasonable return and re-delivery costs, as agreed before the return is arranged.

9. Order Cancellations, Delivery Issues and Unavailable Stock

Cancellations Before Dispatch

If you wish to cancel an order before dispatch, please contact us as soon as possible.

Where the order has not yet been dispatched, we will endeavour to cancel it and refund the amount paid without a cancellation fee.

Once an order has been dispatched, applicable statutory cancellation and return rights will apply.

Unavailable Products

If a product becomes unavailable and we cannot fulfil your order, we will notify you promptly and refund the relevant payment within the period required by law.

Delayed Orders

Unless a different delivery period has been agreed, orders must be fulfilled within 30 days in accordance with Section 46 of ECTA.

If we fail to fulfil an order within the applicable period, you may cancel the agreement by providing seven days' written notice, as provided by that section.

Incorrect Delivery Information

Customers are responsible for providing accurate delivery details.

Where an order requires re-delivery due to incorrect information supplied by the customer or an unsuccessful delivery attempt attributable to the customer, reasonable additional courier charges may apply where legally permissible.

If an order is lost or damaged in transit before delivery, please contact us so that we can investigate and provide the appropriate remedy.

10. Product Quality and Safety Concerns

Your safety is important to us.

If you experience an unexpected reaction, notice unusual product characteristics, or suspect a product quality or safety issue, please discontinue use and contact us.

If necessary, seek advice from a healthcare professional.

We may request relevant product information, including batch numbers, expiry dates and photographs, to assist with our investigation and quality management processes.

Where safe and practical, please retain the affected product and packaging until further instructions are provided.

Product quality and safety complaints are handled in accordance with our applicable quality management and regulatory procedures.

11. Purchases from Third-Party Retailers

This policy primarily applies to products purchased directly from www.ultrapurehocl.com.

If you purchased an UltraPure® HOCL product from a pharmacy, distributor, healthcare facility or independent retailer, please contact the original seller first regarding returns or refunds.

This does not limit any statutory rights or remedies you may have against UltraPure® HOCL.

12. International Orders

For purchases delivered outside South Africa, return and refund arrangements may be subject to international shipping requirements, customs procedures and applicable local laws.

Please contact us for assistance before returning an international order.

Nothing in this policy excludes mandatory consumer rights that apply to an international transaction.

13. Contact Information

For returns, refunds, exchanges or customer support enquiries, please contact:

UltraPure® HOCL (Pty) Ltd

Company Registration Number: 2016/364063/07

Email: info@ultrapurehocl.com

Website: www.ultrapurehocl.com

Physical Address:

Riversands I-Hub, Unit 16, Block 3, Ext 15
8 Incubation Drive, Riverside View
Fourways, Midrand, 2021
South Africa

Our customer support team will endeavour to respond to enquiries promptly and assist with an appropriate resolution.

14. Policy Updates and Consumer Rights

We may update this policy from time to time to reflect changes in our products, business operations or applicable legislation.

The latest version will be available on our website. Changes will not retrospectively diminish existing statutory consumer rights.

If any provision of this policy conflicts with mandatory consumer protection legislation, the applicable legislation will prevail.

Committed to quality, safety and customer satisfaction.

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