Introduction 

Welcome to our privacy policy - our plan of action when it comes to protecting your privacy. We respect your privacy and take the protection of personal information very seriously. The purpose of this policy is to describe the way that we collect, store, use, and protect information that can be associated with you or another specific natural or juristic person and can be used to identify you or that person (personal information). 

The purpose of this policy is to describe the way that we handle your personal information.  

Audience 

This policy applies to you if you are: 

• a visitor to our website; or 
• a customer who has ordered products that we provide, either online, in store, or via on-demand delivery; 
• a customer who signs up to our loyalty programme;  
• a customer who signs up to receive our newsletter;  
• a customer who has entered one of our promotional competitions. 
• a customer who has downloaded or uses our mobile app.  

This policy applies to you under certain circumstances. 

Personal Information 

Personal information includes: 

• certain information that we collect automatically when you visit our website; 
• certain information that we collect when you order products, either online, in-store or via on demand delivery; 
• certain information collected on submission; and 
• optional information that you provide to us voluntarily (see below); 

but excludes: 

• information that has been made anonymous so that it does not identify a specific person; 
• permanently de-identified information that does not relate or cannot be traced back to you specifically; 
• non-personal statistical information collected and compiled by us; and 
• information that you have provided voluntarily in an open, public environment or forum including any blog, chat room, community, classifieds, or discussion board (because the information has been disclosed in a public forum, it is no longer confidential and does not constitute personal information subject to protection under this policy). 

Personal information includes information we collect (i) automatically when you visit our website, (ii) on registration, (iii) on submission, and (iv) from you voluntarily. It excludes (i) anonymous, (ii) de-identified, (iii) non-personal statistical, and (iv) public information. 

Common Examples 

Common examples of the types of personal information which we may collect and process include your: 

• identifying information – such as your name, date of birth, or identification number of any kind; 
• contact information – such as your phone number or email address; 
• address information – such as your physical or postal address; or 
• demographic information – such as your gender or marital status. 

Sensitive Personal Information 

Depending on the products or services that you require, we may also collect sensitive personal information including your: 

• financial information – such as your bank account details; 
• sensitive demographic information – such as your race or ethnicity; 
• medical information – such as information about your physical or mental health; 
• sexual information – such as information about your sex life or sexual orientation; 
• criminal information – such as information about your commission or alleged commission of any offense or about any related legal proceedings; 
• employment information – including your membership of a trade union; and 
• beliefs – including your political or religious beliefs. 

Acceptance 

You must accept all the terms of this policy when you order our products, enter promotional competitions, visit our website, sign up to our loyalty programme, sign up to our newsletter or download and/or use the mobile app. If you do not agree with anything in this policy, then you may not order our products, enter promotional competitions, visit our website, sign up to our loyalty programme, sign up to our newsletter or download and use the mobile app. 

You may not order our products or request our services if you do not accept this policy. 

Legal Capacity 

You may not access our website or order our products or request our services if you are younger than 18 years old or do not have legal capacity to conclude legally binding contracts. 

Deemed Acceptance 

By accepting this policy, you are deemed to have read, understood, accepted, and agreed to be bound by all of its terms. 

Your Obligations 

You may only send us your own personal information or the information of another data subject where you have their permission to do so. 

Changes 

We may change the terms of this policy at any time by updating this web page. If you do not agree with the changes, then you must stop using the website, mobile app and our products or services. If you continue to use the website, mobile app or our products or services following notification of a change to the terms, the changed terms will apply to you and you will be deemed to have accepted those updated terms. 

Collection 

On Registration 

Once you register on our website, sign up for our newsletter or sign up as a livelifewell loyalty rewards member, enter one of our promotional competitions or download and/or use the mobile app you will no longer be anonymous to us. You will provide us with certain personal information when you register on our website or mobile app.  

This personal information will include: 

• your name and surname; 
• your email address; 
• your telephone number; 
• your company name, company registration number, and VAT number; 
• your postal address or street address; and 
• your username and password. 

We will use this personal information to fulfil your account, provide additional services and information to you as we reasonably think appropriate, and for any other purposes set out in this policy.  

We collect certain information on registration, when you register on our website, sign up for our newsletter or join our livelifewell loyalty programme, enter one of our promotional competitions or download and/or use the mobile app. 

On Order or Request 

When you order our products or request our services from us, you will be asked to provide us with additional information on a voluntary basis (products or services information). 

We collect certain information when you order our products or request our services from us. 

From Browser and App 

We automatically receive and record internet usage information on our server logs from your browser, such as your Internet Protocol address (IP address), browsing habits, click patterns, version of software installed, system type, screen resolutions, colour capabilities, plug-ins, language settings, cookie preferences, search engine keywords, JavaScript enablement, the content and pages that you access on the website or via the app, and the dates and times that you visit the website, paths taken, and time spent on sites and pages within the website (usage information). Please note that other websites visited before entering our website might place personal information within your URL during a visit to it, and we have no control over such websites. Accordingly, a subsequent website that collects URL information may log some personal information. 

We collect certain information from your web browser, including your Internet usage information when you visit our website. 

Cookies 

For information on how we deal with Cookies, please refer to  our Cookie Policy.  

Web Beacons 

Our website may contain electronic image requests (called a single-pixel gif or web beacon request) that allow us to count page views and to access cookies. Any electronic image viewed as part of a web page (including an ad banner) can act as a web beacon. Our web beacons do not collect, gather, monitor or share any of your personal information. We merely use them to compile anonymous information about our website. 

We collect certain information from web beacons on our website to compile anonymous information about our website. 

Optional Details 

You may also provide additional information to us on a voluntary basis (optional information). This includes content or products that you decide to upload or download from our website or when you enter competitions, take advantage of promotions, respond to surveys, order certain additional products or services, or otherwise use the optional features and functionality of our website. 

We collect certain optional information, that you provide when you upload or download content from our website or when you enter competitions, take advantage of promotions, respond to surveys or register and subscribe for certain additional products or services. 

Recording Calls 

We may monitor and record any telephone calls that you make to us, unless you specifically request us not to. 

Purpose for Collection 

We may use or process any products information, or optional information that you provide to us for the purposes that you indicated when you agreed to provide it to us. Processing includes gathering your personal information, disclosing it, and combining it with other personal information. We generally collect and process your personal information for various purposes, including: 

• products or services purposes – such as collecting orders or requests for and providing our products or services; 
• marketing purposes – such as pursuing lawful related marketing activities; 
• business purposes – such as internal audit, accounting, business planning, and joint ventures, disposals of business, or other proposed and actual transactions; and 
• legal purposes – such as handling claims, complying with regulations, or pursuing good governance.  

We may use your usage information for the purposes described above and to: 

• remember your information so that you will not have to re-enter it during your visit or the next time you access the website or mobile app;  
• monitor website usage metrics such as total number of visitors and pages accessed; and 
• track your entries, submissions, and status in any promotions or other activities in connection with your usage of the website or mobile app. 

We may use any of your personal information that you provide to us for the purposes that you indicated when you agreed to provide it to us. 

Consent to Collection 

We will obtain your consent to collect personal information: 

• in accordance with applicable law; 
• when you provide us with any registration information or optional information. 

We will get your consent to collect your personal information in accordance with applicable law when you provide us with it. 

Use 

Our Obligations 

We may use your personal information to fulfil our obligations to you. 

Messages and Updates 

We may send administrative messages and email updates to you about the website. In some cases, we may also send you primarily promotional messages. You can choose to opt-out of promotional messages. OR We may send administrative messages and email updates to you about the website. We may wish to provide you with information about new products or services in which we think you may be interested. This means that in some cases, we may also send you primarily promotional messages. We will not send you promotional messages unless you have chosen to opt-into them. But, we may send you one message asking you to opt-into promotional messages without you having opted-into promotional messages. 

We may use your information to send you administrative messages and email updates to you regarding the website and for marketing purposes where lawful. 

Targeted Content 

While you are logged into the website or mobile app, we may display targeted adverts and other relevant information based on your personal information. In a completely automated process, computers process the personal information and match it to adverts or related information. We never share personal information with any advertiser, unless you specifically provide us with your consent to do so. Advertisers receive a record of the total number of impressions and clicks for each advert. They do not receive any personal information. If you click on an advert, we may send a referring URL to the advertiser’s website identifying that a customer is visiting from the website. We do not send personal information to advertisers with the referring URL. Once you are on the advertiser’s website however, the advertiser is able to collect your personal information.  

We may use your information for targeted content in certain, specified instances.  

Disclosure 

Sharing 

We may share your personal information with: 

• other divisions or companies within the group of companies to which we belong so as to provide joint content and services like registration, for transactions and customer support, to help detect and prevent potentially illegal acts and violations of our policies, and to guide decisions about our products, services, and communications (they will only use this information to send you marketing communications if you have requested their products or services); 
• an affiliate, in which case we will seek to require the affiliates to honour this privacy policy; 
• our products or services providers under contract who help provide certain products or services or help with parts of our business operations, including fraud prevention, bill collection, marketing, technology services (our contracts dictate that these products or services providers only use your information in connection with the products or services they supply or services they perform for us and not for their own benefit); 
• credit bureaus to report account information, as permitted by law; 
• banking partners as required by credit card association rules for inclusion on their list of terminated merchants (in the event that you utilise the services to receive payments and you meet their criteria); and 
• other third parties who provide us with relevant services where appropriate, including but not limited to Facebook or Google. 
• Suppliers and Third Parties when you enter any promotional competitions or download/use the mobile app.  

We may share your personal information with third parties for the purposes of fulfilling our obligations to you among other purposes.  

Regulators 

We may disclose your personal information as required by law or governmental audit. 

Law Enforcement 

We may disclose personal information if required: 

• by a subpoena or court order; 
• to comply with any law; 
• to protect the safety of any individual or the general public; and 
• to prevent violation of our customer relationship terms. 

We may disclose personal information to third parties if required for legal reasons. 

No Selling 

We will not sell personal information. No personal information will be disclosed to anyone except as provided in this privacy policy. 

Marketing Purposes 

We may disclose aggregate statistics (information about the customer population in general terms) about the personal information to advertisers or business partners. 

Employees 

We may need to disclose personal information to our employees that require the personal information to do their jobs. These include our responsible management, human resources, accounting, audit, compliance, information technology, or other personnel. 

Change of Ownership 

If we undergo a change in ownership, or a merger with, acquisition by, or sale of assets to, another entity, we may assign our rights to the personal information we process to a successor, purchaser, or separate entity. We will disclose the transfer on the website. If you are concerned about your personal information migrating to a new owner, you may request us to delete your personal information. 

Security 

We take the security of personal information very seriously and always do our best to comply with applicable data protection laws. Our hosting company will host our website in a secure server environment that uses a firewall and other advanced security measures to prevent interference or access from outside intruders. We authorize access to personal information only for those employees who require it to fulfil their job responsibilities. We implement disaster recover procedures where appropriate. 

Our website is hosted on a secure server and uses security measures to prevent interference by intruders. 

Accurate and up to Date 

We will try to keep the personal information we collect as accurate, complete and up to date as is necessary for the purposes defined in this policy. From time to time we may request you to update your personal information on the website. You are able to review or update any personal information that we hold on you by accessing your account online, emailing us, or phoning us. Please note that in order to better protect you and safeguard your personal information, we take steps to verify your identity before granting you access to your account or making any corrections to your personal information. 

Please keep your personal information accurate and up to date by accessing your account online, emailing us, by phoning us. 

Retention 

We will only retain your personal information for as long as it is necessary to fulfil the purposes explicitly set out in this policy, unless: 

• retention of the record is required or authorised by law; or 
• you have consented to the retention of the record. 

During the period of retention, we will continue to abide by our non-disclosure obligations and will not share or sell your personal information. 

We may retain your personal information in physical or electronic records at our discretion. 

We will only retain your personal information for as long as is necessary. 

Transfer to Another Country 

We may transmit or transfer personal information outside of the country in which it was collected to a foreign country and process it in that country. Personal information may be stored on servers located outside the country in which it was collected in a foreign country whose laws protecting personal information may not be as stringent as the laws in the country in which it was collected. You consent to us processing your personal information in a foreign country whose laws regarding processing of personal information may be less stringent. 

We may transfer your personal information outside the country in which it was collected to a foreign country. 

Updating, Removing or Deleting Personal Information 

You may choose to correct or update the personal information you have submitted to us, by clicking the relevant menu in any of the pages on our website or contacting us by phone or email. 

You may choose to delete your personal information and mobile app account. If you would like to delete your personal information and mobile app account please send a request to support@wellnesswarehouse.com. We will then delete your personal information and mobile app account. We will not delete personal information which we are required by law to retain.  

You may choose to update or remove the personal information you have submitted to us. 

Limitation 

We are not responsible for, give no warranties, nor make any representations in respect of the privacy policies or practices of linked or any third party websites. 

Enquiries 

If you have any questions or concerns arising from this privacy policy or the way in which we handle personal information, please contact us. 

Email Disclaimer 
 

The information contained in a Wellness Warehouse (Pty) Ltd email and any attachments thereto may contain confidential, proprietary and/or personal information. It is intended solely for the use by the addressee/intended recipient and should only be used by the addressee/intended recipient for the related purpose. If you are not the intended recipient of an email, you are requested to immediately notify us via return email and thereafter delete this email. Any disclosure, copying, reproduction or distribution of or any action taken or omitted in reliance on this information is prohibited and may be unlawful. The views expressed in an email, unless otherwise stated, are those of the sender and not those of Wellness Warehouse (Pty) Ltd nor its management. Emails are not guaranteed to be secure or free of errors or viruses. No liability or responsibility is accepted for any interception, corruption, destruction, loss, tampering or interfering with any of the information contained in an email, nor any direct, indirect, special or consequential damages arising from the use of any information contained in an email or any linked website. Wellness Warehouse (Pty) Ltd specifically elects to not apply the provisions of the Electronic Communications and Transactions Act 25 of 2002 to the content and format of an email, unless expressly stated otherwise. Should the addressee/intended recipient wish to enter into an agreement based on the content of the email, a formal, written, signed agreement must be entered into. By sending email communications to Wellness Warehouse (Pty) Ltd, you expressly consent to us processing any personal information contained in an email which will be done in accordance with the Protection of Personal Information Act (4 of 2013) (POPIA) and our Privacy Policy. 

Emails may contain confidential, proprietary and/or personal information. By sending email communications to Wellness Warehouse (Pty) Ltd, you expressly consent to us processing any personal information contained in an email which will be done in accordance with POPIA. 

This Cookie Policy explains how Wellness Warehouse (“we”, “us”, or “our”) uses cookies and similar technologies on our website www.wellnesswarehouse.com (“the Site”).

By using our Site, you consent to the use of cookies as described in this policy.

What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They help us provide a secure and seamless browsing experience, understand how our Site is used, and deliver personalised content and offers tailored to your interests.

Why We Use Cookies

We use cookies to:

• Ensure functionality: Keep your shopping cart active and process your checkout securely.
• Enhance experience: Remember your preferences, language, and browsing history.
• Measure performance: Use analytics to understand how visitors interact with our Site and improve usability.
• Personalise marketing: Display relevant ads, offers, and recommendations.
• Enable social features: Allow sharing and engagement via social platforms.
  

Types of Cookies We Use

Strictly Necessary Cookies

Essential for the Site to function and keep your session secure (e.g. checkout process, account login).

Performance Cookies

Collect anonymous data to help us measure and improve website performance.

Examples: Google Analytics, Hotjar

Functional Cookies

Remember your preferences and enhance your browsing experience.

Examples: Language settings, wishlist preferences

Targeting & Advertising Cookies

Used to deliver relevant advertising and measure campaign performance.

Examples: Meta Pixel, Google Ads, TikTok Pixel

Social Media Cookies

Enable content sharing and engagement through social media platforms.

Examples: Facebook and Instagram embeds

Third-Party Cookies

We work with trusted third-party providers to analyse usage and deliver tailored marketing. These partners may also use cookies in accordance with their own privacy policies.

Managing Your Cookie Preferences

You can manage or disable cookies at any time through your browser settings. Please note that disabling certain cookies may affect the functionality of our Site.

You can also change your cookie settings at any time via the “Cookie Settings” link in our website footer.

Consent

When you first visit our Site, a banner will appear asking for your consent to non-essential cookies. By continuing to browse or selecting “Accept All,” you consent to our use of cookies as outlined in this policy.

You may withdraw or modify your consent at any time via the Cookie Settings link.

Updates to This Policy

We may update this Cookie Policy from time to time to reflect changes in law, technology, or our business practices. The updated version will always be available on this page, with the effective date indicated at the top.

MANUAL PREPARED IN ACCORDANCE WITH SECTION 51 OF PROMOTION OF ACCESS TO INFORMATION ACT (“PAIA”), 2 OF 2000,
AS AMENDED BY THE PROTECTION OF PERSONAL INFORMATION ACT, 4 OF 2013 ("POPIA")

1. INTRODUCTION

This manual is published in terms of Section 51 of PAIA. It provides information on the categories of records held by Wellness Warehouse (Pty) Ltd (“the Company”) , the process to request access to records and how personal information is managed in compliance with POPIA.

2. OBJECTIVES 

The objectives of this Manual are:  

• to provide a list of all records held by Company ;  
• to set out the requirements with regard to who may request information in terms of PAIA as well as the grounds on which a request may be denied;  
• to define the manner and form in which a request for information must be submitted; 
• and  to comply with the additional requirements imposed by POPIA.

3. ENTRY POINT TO INFORMATION REQUESTS

PAIA provides that a person may only make a request for information, if that information is required for the exercise or protection of a legitimate right.  Information requests will therefore be declined unless the requester provides sufficient particulars to enable the Company to identify the right that the requester is seeking to protect as well as an explanation as to why the requested information is required for the exercise or protection of that right.  

4. COMPANY INFORMATION

Name: Wellness Warehouse (Pty) Ltd

Registration number: 2004/031926/07

Registered address:

8 Duiker Street
Beaconvale
Parow
Western Cape
7500

Postal address

PO Box 3644
Cape Town
8001

5. CONTACT DETAILS FOR ALL REQUESTS TO ACCESS INFORMATION OF THE COMPANY 

All requests made in terms of PAIA or POPIA, relating to the Company, as identified in this Manual, should be directed to the below Information Officers who have been appointed to attend to these requests:

Chief Information Officer: Stuart Sinclair

Deputy Information Officer: Elmarie Prins

Telephone Number: +27 21 003 3552

Email: informationofficer@wellnesswarehouse.com

Website: www.wellnesswarehouse.com

6. GUIDE ON HOW TO USE PAIA AND HOW TO OBTAIN ACCESS TO THE GUIDE

A guide has been compiled in terms of Section 10 of PAIA by the Information Regulator to assist persons wishing to exercise their rights under the PAIA or POPIA. This guide is available from the Information Regulator and it describes:

• What the Acts require;
• How to request information;
• Assistance available from the Information Regulator.

The guide may be obtained from the Information Regulator at:

Information Regulator (South Africa)

Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191

Tel: +27 (0)10 023 5200

Website: www.inforegulator.org.za

7. RECORDS HELD IN TERMS OF APPLICABLE LEGISLATION (SECTION 51(1)(d)) OF THE ACT

Where applicable and insofar as the requester complies with the requirements set out in the relevant Act, the requester may request information from the Company, which is available in terms of the following legislation, as amended:

Corporate and Governance Legislation:

• Companies Act, 71 of 2008
• Financial Intelligence Centre Act, 38 of 2001
• Competition Act, 89 of 1998
• Broad Based Black Economic Empowerment Act, 53 of 2003

Employment and Labour Legislation: 

• Basic Conditions of Employment Act, 75 of 1997
• Labour Relations Act, 66 of 1995
• Employment Equity Act, 55 of 1998
• Skills Development Act, 97 of 1998
• Skills Development Levies Act, 9 of 1999
• Occupational Health and Safety Act, 85 of 1993
• Compensation for Occupational Injuries and Diseases Act, 130 of 1993
• Unemployment Insurance Act, 63 of 2001
• Unemployment Insurance Contributions Act, 4 of 2002
• Pension Funds Act, 24 of 1956
• National Minimum Wage Act, 9 of 2018

Tax and Financial Legislation:

• Income Tax Act, 58 of 1962
• Value Added Tax Act, 89 of 1991
• Customs and Excise Act, 91 of 1964
• Securities Transfer Tax Act, 25 of 2007

Consumer Protection and Retail-Specific Legislation:

• Consumer Protection Act, 68 of 2008
• National Credit Act, 34 of 2005
• Electronic Communications Act, 25 of 2002
• Foodstuffs, Cosmetics and Disinfectants Act, 54 of 1972
• Agricultural Product Standards Act, 119 of 1990
• Weights and Measures Act, 45 of 1973
• Merchandise Marks Act, 17 of 1941

Intellectual Property:

• Copyright Act, 98 of 1978
• Patents Act, 57 of 1978
• Trademarks Act, 194 of 1993
• Designs Act, 195 of 1993

Privacy, Communication and Information Legislation:

• Promotion of Access to Information Act, 2 of 2000
• Protection of Personal Information Act, 4 of 2013
• Electronic Communications and Transactions Act, 25 of 2002
• Protection of Personal Information Act, 4 of 2013
• Regulation of Interception of Communications and Provision of Communication-related Information Act, 70 of 2002

Note: this list is not exhaustive

8. RECORDS HELD AS A MATTER OF STANDARD PRACTICE (SECTION 51(1)(e)) OF THE ACT

The Company keeps certain records in the conduct of day-to-day business and as a matter of standard practice and good governance. Listing them below does not imply that your request will be granted. Any requests for the below information will be dealt with case-by-case. Many of the below are confidential information or the property of our employees, customers and suppliers. Please ensure any requests for the below are considered carefully. 

The subjects and categories of the records held are as per below:

Corporate and Governance Legislation:

• Incorporation documents
• Memorandum of Incorporation
• Minutes of Directors and Shareholder meetings
• Share register and share certificates
• Director and shareholder resolutions

Employment and Labour Legislation: 

• Recruitment records
• Employee contracts
• HR policies and procedures
• Payroll records 
• Disciplinary records
• CCMA records
• Pension Fund records
• Medical Aid records
• Training material and records
• Employment Equity plan

Tax and Financial Legislation:

• PAYE records
• UIF records
• VAT records
• IRP5’s for employees
• Company tax returns

Consumer Protection and Retail-Specific Legislation:

• Product Policies
• Ingredient records

Intellectual Property:

• Trademarks and patents

Other (legal, accounting etc.):

• Lease agreements
• Legal records
• Domain name registration
• Insurance policies
• Annual Financial Statements
• Accounting records
• Bank statements and records
• Asset register
• Loyalty member records
• Customer records
• Sales records
• Supplier contracts
• Purchase order records
• Supplier statements and invoices
• General ledger records
• Marketing records

Note: this list is not exhaustive

9. RECORDS WHICH ARE AUTOMATICALLY AVAILABLE WITHOUT HAVING TO MAKE A REQUEST IN THE PRESCRIBED FORM

All information included in our brochures, magazine and website.

10. INFORMATION COLLECTED IN TERMS OF POPIA  

Personal Information must be processed for a specific purpose.  The purpose for which Personal Information is processed by the Company will depend on the nature of the Personal Information and the particular data subject. 

Categories of Personal Information collected by the Company:  

The Company may collect various types of Personal Information, including Special Personal Information  relating to an identifiable, living, natural person, and where it is applicable, an identifiable, existing juristic person, including but not limited to : name, address email, telephone number, gender, marital status, date and place of birth, nationality, employer, job title, identification numbers, company registration number;  demographic information such as your address, preferences and interests;  information relevant to the provision of our products;  information relevant to the procurement of products from suppliers;  special personal information as defined in POPIA, including information about your health, racial or ethnic origin, biometric information;  still and video images captured by CCTV at our stores or our head office. In terms of POPIA, Personal Information must be processed for a specified purpose.  

For more information on how we process personal information, please refer to our Privacy Policy available on our website. 

Requests for Personal Information must be directed to our Information Officer. 

11. PROCEDURE FOR REQUESTING A RECORD NOT AUTOMATICALLY AVAILABLE

Requester must use the prescribed form to make a request for access to the information and the request must be directed to the Information Officer at the designated address or email address set out in this manual.  The prescribed form (FORM 2) can be found here:

www.inforegulator.org.za

12. PRESCRIBED FEES

There is a prescribed fee to request access to information. These prescribed fees can be obtained at www.inforegulator.org.za and are subject to change.

The Information Officer will only consider the request once the prescribed fee has been paid. Once a decision has been made, the Requester will be noticed of the decision.

If the request is denied, the Requester may lodge an application to the Court. If the request is granted, then a further access fee is payable for the search, reproduction, preparation of the record in a format and for any time, that has exceeded the prescribed hours, to search and in order to prepare the record for disclosure.

13. GROUNDS FOR REFUSAL OF ACCESS TO INFORMATION AND/OR RECORDS

The Company may refuse a request to access certain information in terms of the Act, in the following circumstances :

(I) Protection of confidential information of a third party;

(ii) Protection of the commercial information of a third party/private body;

(iii) Protection of the safety of individuals and protection of property;

(iv) Protection of records privileged from production in legal proceedings;

(v) Protection of research information of a third party/private body;

(vi) Any other reason allowed by any applicable law.

Issued by

___________________________________________________

STUART SINCLAIR 

CEO: WELLNESS WAREHOUSE (PTY) LTD

Download a copy of our PAIA manual here. 

Return Policy

At Wellness Warehouse, your wellbeing and satisfaction are at the heart of everything we do. If you are not entirely happy with a product you have purchased, we’re here to make the return process as simple and stress-free as possible – whether you shopped with us in store or online.

General Returns Guidelines

• Proof of purchase (till slip, online order confirmation, or gift receipt) is required for all returns.
• Products must be returned within 30 days of purchase or delivery, unless otherwise stated.
• Items should be unused, in their original packaging, and in a resalable condition, unless defective.
• Refunds will be processed via the original method of payment.
• For hygiene, safety, and regulatory reasons, certain items cannot be returned once opened or used (e.g. supplements, perishables, or intimate wellness products), unless faulty/spoilt.
• If you receive an item that is defective, damaged in transit, or not what you ordered, please notify us within 7 days of receipt. We will arrange for collection at no cost to you and provide a replacement or full refund.

In-Store Returns

• Simply bring your item(s) and proof of purchase to any Wellness Warehouse store.
• Our team will assist you with a refund, exchange, or gift card, depending on the original proof of payment.
• Returns of online purchases can also be processed in store.
• PayFlex orders cannot be returned in store

Online Returns

• Please log a return by emailing support@wellnesswarehouse.com.
• Please provide us with your order number, reason for return and an image of the item(s) that you are wanting to return.
• Refunds/exchanges will be processed once the item has been received and inspected.

Gift Returns

• Gifts can be exchanged with a gift receipt or order number in store.
• We will offer an exchange or Wellness Warehouse gift card.

Refund Timelines

Refunds may take 5 to 10 working days to reflect, depending on your bank/payment provider.

Need Assistance?

If you have any questions about returns, please contact our Customer Experience team:
support@wellnesswarehouse.com

Gift Voucher Terms and Conditions

1. Gift vouchers can either be physical cards purchased in store or digital vouchers purchased online or in store. 

2. Gift vouchers are redeemable for merchandise at any Wellness Warehouse store and online.

3. Gift vouchers are valid for three years (36 months) from date of purchase, after which any unused balance will be cleared. 

4.  Gift vouchers are not redeemable for cash, and cannot be replaced if lost or stolen.

5. Gift vouchers (physical or digital) cannot be refunded.

6. Gift vouchers have no value unless loaded and activated by Wellness Warehouse.

7. The purchase or use of gift vouchers constitutes acceptance of these terms and conditions.

8. If you have a question about your gift voucher, please contact Wellness Warehouse Support