Ghost Nuggz – Refund & Return Policy

At Ghost Nuggz PTY (LTD), we are committed to maintaining the highest standards of product quality, patient safety, and regulatory compliance.

Operating under Section 21 authorisations from the South African Health Products Regulatory Authority, this policy reflects the controlled nature of medical product dispensing.

By engaging with our platform, you agree to the terms outlined below.

1. General Policy

All products dispensed are:

  • Patient-specific
  • Non-resalable
  • Traceable to individual prescriptions

For this reason, returns are strictly limited.

2. Eligible Refund Scenarios

Refunds or replacements may be issued in the following cases:

  • Products damaged during delivery
  • Incorrect product dispensed
  • Verified order processing errors
  • Products not yet dispensed or collected

3. Non-Returnable Items

We do not accept returns or refunds for:

  • Products already collected or dispensed
  • Opened, used, or tampered items
  • Products without original compliant packaging
  • Dissatisfaction based on effect, preference, or outcome

4. Timeframe for Claims

All claims must be submitted within 48 hours of delivery or collection (for damaged or incorrect items).

No claims will be considered beyond this period due to compliance and product integrity requirements.

5. Proof of Claim

The following is required to process a claim:

  • Order or script reference number
  • Clear photos of product and packaging (if applicable)
  • Description of the issue

6. Return Shipping

  • If the issue is caused by Ghost Nuggz → all costs are covered
  • Where applicable → instructions will be provided for returns

7. Refund Processing

  • All claims are subject to inspection and verification
  • Approved refunds processed within 7–10 business days
  • Refunds issued via original payment method or store credit

8. Replacements

Where appropriate, Ghost Nuggz may:

  • Replace products instead of issuing refunds
  • Prioritise continuity of patient supply

9. Lost or Undelivered Orders

  • Confirmed lost shipments → replacement or refund issued
  • Delivered but disputed → subject to investigation

10. Compliance Notice

All products:

  • Are sourced from SAHPRA-compliant facilities
  • Are dispensed under Section 21 authorisation
  • Must remain within the approved patient-use framework

Ghost Nuggz reserves the right to refuse any return or refund that would compromise regulatory compliance or patient safety.

At GhostNuggz PTY (LTD), customer satisfaction and product quality are our top priorities. Because we operate as an online marketplace offering CBD and hemp-derived products, our Refund & Return Policy is designed to ensure transparency while maintaining compliance with applicable laws and regulations.

Please read this policy carefully before making a purchase. By placing an order with us, you agree to the terms outlined below.

1. Eligibility for Refunds & Returns
We accept returns and provide refunds in the following circumstances:

Damaged or Defective Products:

If your product arrives damaged, defective, or contaminated, you may request a return/refund.

Incorrect Items Received:

If you receive the wrong product compared to your order confirmation.

Marketplace Errors:

If a technical or fulfillment error on our part results in an incorrect order.

We do not accept returns or provide refunds in the following cases:

  • Products that have been opened, used, or partially consumed (for safety and compliance reasons).
  • Products returned without original packaging or safety seals intact.
  • Products purchased on final sale, clearance, or promotional offers (unless defective or damaged).
  • Returns requested beyond the allowed time frame (see Section 2)

 

2. Time Frame for Returns & Refunds

  • Customers must notify us of a return or refund request within 14 days of the delivery date. Claims made after this period will not be eligible.
  • Refund requests for delayed shipments will only be considered if the product has not yet shipped and the order is canceled prior to dispatch.

 

3. Proof of Purchase & Documentation

To process a return or refund, customers must provide:

  • Order number and receipt or proof of purchase.
  • Photographic evidence of damaged or defective products (where applicable).
  • A written explanation of the issue.

 

4. Return Shipping

  • If the return is due to our error (damaged, defective, or incorrect product), we will cover the cost of return shipping.
  • If the return is due to customer preference or error (e.g., incorrect order placed, change of mind), the customer will be responsible for return shipping costs.
  • Products must be returned to the designated warehouse or vendor location provided by our support team.

 

5. Refund Processing

  • Once your return is received and inspected, we will notify you of approval or rejection.
  • Approved refunds will be issued within 7–10 business days via the original payment method.
  • Depending on your bank or payment provider, it may take additional time for funds to appear in your account.
  • In cases where refunds cannot be issued to the original payment method, store credit may be offered as an alternative.

 

6. Exchanges

  • We do not offer direct exchanges.
  • If you wish to replace an item, you must initiate a return (if eligible) and place a new order separately.

 

7. Non-Delivery & Lost Packages

  • If your package is confirmed lost by the carrier, we will issue a replacement or refund at no additional cost.
  • If tracking shows the package was delivered but the customer disputes receipt, we will investigate.
  • Refunds/replacements may be issued at our discretion.

 

8. Compliance & Restrictions

  • All products sold on our marketplace are hemp-derived and comply with the section 22 bill (or applicable local regulations) containing less than 0.3% Delta-9 THC.
  • We do not ship to locations where CBD products are restricted or illegal. Orders placed to restricted areas will be canceled and refunded, minus processing fees.
  • Customers are responsible for ensuring CBD products are legal in their jurisdiction before purchasing.

 

9. Marketplace Disclaimer
As an online marketplace, some products are sold and shipped directly by third-party vendors. In such cases:

  • Refunds and returns may be subject to the vendor’s individual policies.
  • Our customer support team will assist in coordinating the return, but final approval lies with the vendor.

 

10. Contact Information
If you wish to initiate a refund, return, or have questions about this policy, please contact our customer support team:

Email: admin@ghostnuggz.co.za
Phone: 081 043 1424
Website: www.ghostnuggz.co.za

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