Refund policy

Last updated: September 2026

1. Product Availability

The provision of goods and services by Wholesale Warehouse SA is subject to availability. In the event that a product is unavailable after payment has been made, Wholesale Warehouse SA will refund the client in full within 7 working days.

2. Order Cancellations

Cancellation of orders may attract a 20% handling fee if the order has already been prepared or dispatched. 

No returns will be accepted for:

  • Non-stock items
  • Special orders

Due to hygiene and safety standards, liquid products that have been opened or have had their seals broken cannot be returned. Refunds can only be investigated once the order has arrived back in our warehouse.

3. General Returns Policy

Refunds will only be processed if:

  • The product is returned within 7 days of purchase
  • The product is unused, unopened, and in perfect condition
  • Proof of purchase is provided

Personal-use products cannot be returned due to health and safety regulations, unless a confirmed manufacturer defect is present.

⚠️ Please do not send any returns to our warehouse without prior written approval.

4. Refund Process

To request a refund, email us the following:

  • Proof of Purchase (receipt or invoice)
  • Reason for refund
  • Product name(s) being refunded
  • Your banking details:
    • Bank Name
    • Branch & Branch Code
    • Account Type
    • Account Number

Please note:

  • Refunds may take up to 7 working days to process
  • Additional time may be required depending on your bank
  • No cash refunds will be issued for warranty claims

5. Store Credit & Exchanges

For approved warranty claims, Wholesale Warehouse SA will offer:

  • Store credit, or
  • A product replacement of equal value

If a higher-value product is selected, the price difference must be paid. All accessories, packaging, and parts must be returned - missing components will void the warranty.

6. Essential Oils & Fragrance Products

Due to the subjective nature of scent, Wholesale Warehouse SA will not accept returns on essential oils or fragrance concentrates based on personal scent preference.

Please be aware:

  • Scents, colour, and viscosity may vary between batches
  • Any modification to essential oils or flavour concentrates voids return eligibility
  • Products used outside their intended purpose void any warranty
  • We strongly recommend testing small batches before full production
  • Any concerns must be raised before continuing further mixing or production

7. Manufacturer Variations Disclaimer

Wholesale Warehouse SA is a supplier and not the manufacturer of certain products. We are not responsible for flavour or aroma variations originating from manufacturers. Variations in colour, viscosity, or scent between batches are normal and expected.

8. Glass Products Warranty

Glass products carry a 6-month warranty against manufacturer defects only. Customers must inspect products upon receipt — physical damage caused after delivery or through misuse will void the warranty.

9. Gift Cards

  • Valid for 12 months from date of purchase
  • Redeemable within South Africa only (online and in-store)
  • Cannot be refunded, exchanged for cash, or used to purchase other gift cards
  • No cash change will be given
  • Lost, stolen, or damaged cards will not be replaced
  • Cannot be used for international delivery

10. Important Conditions

  • Original proof of purchase is required for all claims
  • Products must be returned complete with all original packaging and components
  • Damage occurring after use will void the warranty
  • Failure to follow product instructions voids the guarantee

11. Processing Time

All warranty and refund claims require up to 7 working days for assessment and processing.