Refund policy

We have a 30-day return policy, which means you have 30 days after receiving or collecting your item to request a return.

Eligibility for Returns

To be eligible for a return, your items must be:

  • Unused and in their original packaging
  • Include all accessories and manuals
  • Accompanied by the receipt and proof of purchase

How to Start a Return

To start a return, contact us at sales@nuerahealth.co.za. Items sent back to us without first requesting a return will not be accepted.

If your return is accepted, we'll send you a return shipping label as well as instructions on how and where to send your package.

Please send approved returns to:

NuEra Health & Wellness G1 Centurion Business Park 2 Democracy Way Marconi Beam, Milnerton 7441 Cape Town Western Cape, South Africa

Return Shipping Costs

  • Defective, damaged, or incorrect items: No return shipping fee. If your device is found to be defective or faulty, we will cover all return costs and you will be entitled to a repair, replacement, or refund as per statutory warranties.
  • Change of mind or exchanges: A return shipping fee will apply. You will be responsible for the cost of returning the item.

Damages and Defective Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. Defective or damaged products are not subject to any return fees.

Exceptions and Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)
  • Custom or personalised products (such as special orders)
  • Personal care goods (such as beauty products)
  • Sale items
  • Gift cards

Due to the clinical and personal nature of our products, unless the product is defective, returns may be rejected if the device shows signs of use, skin contact, biological contamination, or removal of protective layers.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that a return shipping fee applies for exchanges. See Return Shipping Costs above.

Cooling-Off Period

Because we want you to feel confident in your investment in your health, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification.

Your item must be in the same condition that you received it — unused, with tags, and in its original packaging — and accompanied by the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return and let you know whether the refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days.

Please keep in mind that your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at sales@nuerahealth.co.za.

For any return questions, you can always reach us at sales@nuerahealth.co.za or phone / WhatsApp: +27 79 379 8799