Refund policy

Refund & Cancellation Policy — LAYERED. Wellness

Last updated: 12 September 2026

LAYERED. Wellness (“we”, “us”, “our”) is committed to providing quality products and a positive customer experience. This Refund & Cancellation Policy explains when refunds, replacements and cancellations may be requested and how these requests are handled.

This policy applies to products purchased directly through the LAYERED. Wellness website.

1. Refunds & Replacements

You may contact us to request a refund or replacement if:

  • Your order arrives damaged or defective.
  • You receive an incorrect product or flavour.
  • Your order is incomplete or items are missing.
  • A product arrives in a condition that makes it unsuitable for consumption.
  • Your order is confirmed as lost by the courier.

Where an issue is verified, we may offer a replacement or refund, depending on the circumstances and availability of the product.

2. When Refunds May Be Declined

For food safety and hygiene reasons, we generally cannot accept returns of food products that have been opened, used or partially consumed, unless the product itself is confirmed to be defective or otherwise unsuitable for consumption.

Refund or replacement requests may also be declined where:

  • The product has been damaged after delivery through improper storage, handling or use.
  • The issue resulted from incorrect delivery information supplied by the customer.
  • A customer changes their mind after the order has been dispatched.
  • The request is submitted more than 7 days after delivery, unless otherwise required by applicable law.
  • The product has been opened or consumed and there is no verified product defect or order error.

Nothing in this policy limits any rights a customer may have under applicable South African consumer protection law.

3. How to Submit a Refund or Replacement Request

Please contact us within 7 days of receiving your order.

Send your request via:

Email: layeredwellness@gmail.com
WhatsApp: 0698141748

Please provide:

  • Your order number;
  • The name of the product concerned;
  • A description of the issue; and
  • Photographs or other relevant evidence where applicable, particularly for damaged, incorrect or defective products.

We will review the request and respond within 2 business days.

Where necessary, we may request additional information or photographs before approving a refund or replacement.

4. Refund Processing Timeframe

Once a refund has been approved, we will process the refund within 5–7 business days.

After processing, it may take an additional 2–5 business days for the funds to reflect in the customer's account, depending on the payment provider and financial institution.

5. Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase, processed through Payfast or the applicable payment provider.

We do not provide cash refunds.

Where appropriate and agreed with the customer, we may offer a replacement or another suitable resolution instead of a monetary refund.

6. Order Cancellations

Orders may be cancelled without a cancellation fee if the cancellation request is received before the order has been dispatched.

As orders may be prepared for dispatch on the next business day, customers should submit cancellation requests as soon as possible after placing an order.

Cancellation requests should be submitted via:

Email: layeredwellness@gmail.com
WhatsApp: 0698141748

Once an order has been dispatched, it cannot ordinarily be cancelled. If there is a qualifying problem with the order, the refund and replacement provisions in this policy will apply.

7. Cancellation Fees & Non-Refundable Products

There are no cancellation fees for eligible cancellations made before dispatch.

Due to the nature of food products, opened or consumed products are generally not eligible for change-of-mind refunds.

Frozen and other perishable products may also be subject to additional handling and dispatch restrictions and cannot ordinarily be returned simply because a customer has changed their mind.

This does not affect a customer's rights in respect of products that are defective, damaged, incorrect or otherwise not fit for purpose.

8. Damaged, Defective, Incorrect or Incomplete Orders

If your order arrives damaged, defective, incorrect or incomplete, please contact us within 7 days of delivery.

Please provide your order number and photographs where applicable.

Once the issue has been verified, we may provide:

  • A replacement product;
  • A replacement of the affected item; or
  • A refund for the affected item or order, as appropriate.

Where a replacement is approved due to an error or verified issue on our part, the replacement will be sent at no additional delivery charge to the customer.

9. Delivery Issues

Customers are responsible for providing accurate delivery information when placing an order.

We are not responsible for delays or failed deliveries resulting from incorrect or incomplete delivery information supplied by the customer.

Where an order is delayed or lost due to the courier, we will assist the customer in communicating with the courier and will assess the appropriate resolution once the delivery status has been confirmed.

10. Contact Us

For refund, cancellation or order-related enquiries:

LAYERED. Wellness
Email: layeredwellness@gmail.com
WhatsApp: 0698141748
Business hours:  Monday–Friday, 8am-5pm

This Refund & Cancellation Policy is published on the LAYERED. Wellness website and is available to customers before completing their purchase. It forms part of our website Terms and Conditions.

LAYERED. Wellness reserves the right to update this policy from time to time. The version published on our website at the time of purchase will apply to that order, subject to applicable law.