Returns

1.1   Due to the nature of healthcare products, prescription medications, compounded medicines, sterile products, injectables, peptides, temperature-sensitive goods, and other regulated substances supplied by Celerevive, strict limitations apply to returns in order to protect patient safety, comply with applicable health regulations, and preserve product integrity. In most cases, products that have been prescribed, compounded, dispensed, or dispatched are considered non-returnable and non-resalable, even if unopened, except where otherwise required under applicable South African consumer protection laws.

 

1.2   As a general rule, Celerevive does not accept returns of prescription medications, compounded products, personalised healthcare treatments, sterile products, opened goods, used products, or any item where return would create health, contamination, safety, or regulatory concerns. This restriction is necessary because such products cannot be safely reintroduced into the supply chain once they have left licensed pharmacy or dispensing control.

 

 

1.3   Returns may only be considered under limited circumstances, including non-prescription wellness products that are unopened and in original packaging (subject to approval), where products are delivered incorrectly, arrive damaged, are defective, or where mandatory consumer rights apply under the CPA. In such cases, customers must notify Celerevive within 24 Hours of receipt, provide supporting evidence (including photographs where applicable), and comply with any verification or return procedures communicated by Celerevive. Returned goods may be subject to inspection prior to approval of any refund, replacement, or corrective action. Notify us via email  at info@celerevive.com with your order number, reason, and supporting photos/documents.

 

1.4   Where returns are lawfully permitted, products must generally remain unopened, unused, in original packaging, and in a condition suitable for verification. Celerevive reserves the right to refuse returns that do not meet these conditions or where regulatory restrictions prohibit acceptance.

 

 

1.5   Customers are responsible for all return shipping costs unless the return results directly from Celerevive’s error, product defect, incorrect item supplied or legal obligation. Original shipping fees, consultation fees, administrative costs, and non-refundable processing charges may be excluded from refunds where legally permissible.

 

1.6   This Returns Policy is designed to ensure compliance with pharmacy regulations, healthcare safety standards, and consumer law while maintaining fairness and transparency.

 

Refunds

2.1   Celerevive is committed to handling refund requests fairly, transparently, and in compliance with applicable South African consumer protection, healthcare, and pharmacy regulations. Due to the customised, regulated, and health-sensitive nature of many products supplied, refund eligibility is significantly restricted once medical approval, prescription issuance, compounding, dispensing, or dispatch has occurred.

 

2.2   Refunds may generally be considered in limited circumstances, including where an order is cancelled prior to prescription approval, medical clearance, compounding, or dispatch; where a prescribing practitioner determines that the customer is medically ineligible for treatment before product preparation; where payment errors occur; or where products are proven to be defective, incorrectly supplied, or materially damaged upon delivery. In such instances, refunds may be subject to deductions for consultation fees, administrative costs, payment processing charges, or other clearly disclosed non-refundable services already rendered.

 

 

2.3   Once a prescription product has been approved, compounded, dispensed, or shipped, refunds will ordinarily not be granted except where required by law, where the product is defective, where incorrect goods were supplied, or where applicable CPA protections override standard restrictions. Opened, used, partially used, or improperly stored products will generally not qualify for refunds under any circumstances due to health and safety considerations.

 

2.4   Approved refunds will typically be processed back to the original payment method within a reasonable administrative timeframe, subject to banking and payment provider processing periods. Celerevive reserves the right to request supporting documentation, investigate claims, and verify compliance with all applicable refund conditions before approval.

 

 

2.5   Shipping charges, courier fees, consultation fees, prescription fees, and other disclosed service charges are generally non-refundable unless the refund arises directly from Celerevive’s fault or legal obligations.

 

2.6   Celerevive further reserves the right to refuse refund requests involving fraud, abuse of policy, chargeback misuse, unlawful conduct, or circumstances inconsistent with healthcare regulations or consumer law. This Refunds Policy aims to balance customer rights with patient safety, regulatory compliance, and operational integrity.