Refund policy

Refund & Return Policy

Last updated: July 2, 2026

At Holistiq, we want you to love every product you purchase. If something isn’t right, we’re here to help. Please read our Refund & Return Policy carefully before requesting a return or refund.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging with all accessories, manuals, and components included.
  • Be accompanied by proof of purchase or your order number.

Items that show signs of misuse, accidental damage, unauthorized repairs, or excessive wear may not qualify for a refund or replacement.

Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned unless they arrive damaged or defective:

  • Personal care products
  • Oral care products
  • Items marked as Final Sale
  • Gift cards
  • Products damaged due to misuse or improper installation

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If your item arrives:

  • Damaged
  • Defective
  • Incorrect
  • Missing parts

Please contact us within 7 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the problem

Once reviewed, we will arrange an appropriate solution, which may include a replacement, repair, store credit, or refund.

Change of Mind Returns

If you’ve simply changed your mind, you may request a return within 30 days provided the item is unused, unopened, and in its original packaging.

Return shipping costs for change-of-mind returns are the responsibility of the customer unless otherwise required by applicable law.

Original shipping fees are non-refundable.

Refunds

Once your returned item has been received and inspected, we’ll notify you of the outcome.

If approved, your refund will be processed to your original payment method.

Please allow:

  • 3–5 business days for inspection after we receive your return.
  • 5–10 business days for your bank or payment provider to process the refund.

Processing times may vary depending on your financial institution.

Exchanges

We replace items only if they are defective, damaged, or incorrect.

If you would like to exchange an eligible item, please contact us before sending anything back.

Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has entered processing or has been shipped, it can no longer be cancelled. You may instead request a return once you receive the order, subject to this policy.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The incorrect item was received.
  • The product arrived damaged.
  • The product is defective.
  • The return is required under applicable consumer protection laws.

We recommend using a tracked shipping service, as Holistiq cannot guarantee receipt of returned parcels that are sent without tracking.

Promotional Items

If your order included a free gift or promotional item, it may also need to be returned if the qualifying purchase is refunded.

Consumer Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws, including the South African Consumer Protection Act where applicable.

Contact Us

If you have any questions about returns or refunds, please contact us.

Email: holistq.za@gmail.com

Business Hours: Monday–Friday, 9:00 AM–5:00 PM (SAST)

We aim to respond to all enquiries within 1–2 business days.