MitoGenix (PTY) LTD

Returns & Refund Policy

Effective Date: 1 August 2026

1.Introduction

At MitoGenix (PTY) LTD, your satisfaction is our priority. This Returns and Refund Policy sets out the terms and conditions under which you may return products, request a refund, or exchange items purchased through our website or any of our authorised retail partners.

By placing an order with us, you agree to be bound by this policy. Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act 68 of 2008 ("CPA") or any other applicable South African legislation.

2.General Returns Eligibility

To be eligible for a return, exchange, or refund, the following conditions must be met:

• You must provide the original tax invoice or proof of purchase (order number or receipt);
• The return must be initiated within the applicable timeframe set out in this policy;
• The product must be in its original condition — unopened, with packaging intact and untampered with, unless the return is due to a product fault or dissatisfaction under our Satisfaction Guarantee (see Section 3);
• The product must not have expired at the time of return.

We do not accept returns of the following:

• Products where the packaging has been opened or tampered with (except where permitted under Section 3);
• Products of a personal hygiene or intimate nature for health and safety reasons;
• Sale items or products marked as final sale;
• Digital downloads and gift cards;
• Items that have been used contrary to the product instructions.

3.Satisfaction Guarantee — First-Time Orders

MitoGenix offers a 14-day satisfaction guarantee on first-time purchases of any product. If you are not satisfied with your purchase, you may request a refund or store credit within 14 (fourteen) days of the date of delivery, subject to the following:

• The product must be returned in its original packaging (even if it has been opened and tested);
• You must provide proof of purchase;
• This guarantee applies to first-time purchases of a specific product only. Repeat orders of the same product are considered final and are not eligible under this guarantee.

Refunds under this guarantee are issued to your original payment method or as store credit at our discretion.

4.General Refund and Exchange Window

For all other eligible returns (outside of the 14-day satisfaction guarantee), you may return a product for a refund, replacement, or exchange within 6 (six) months of the purchase date, provided:

• The product has not expired;
• The packaging is intact, sealed, and untampered with;
• You hold the original tax invoice.

Where you do not hold the original tax invoice, we may, at our discretion, exchange the product at its current system price, provided all other conditions are met.

Refunds are not automatic. The decision to approve a refund, exchange, or replacement rests at our sole discretion following inspection of the returned item. We reserve the right to refund by any appropriate means, including to your original payment method, as store credit, or by electronic funds transfer.

5.How to Initiate a Return

To initiate a return or refund, please follow these steps:

• Email us at the address provided at the end of this policy with your order number and the reason for your return;
• We will respond with return instructions, a return address, and any further information required;
• Pack the item securely and send it to the address provided;
• Once we receive and inspect the item, we will notify you of the outcome and process your refund or exchange within 5 to 7 (five to seven) business days of receipt.

Please do not return items without first contacting us. Unauthorised returns may not be processed.

6.Return Shipping Costs

Unless the return is due to a product defect, damage in transit, or an error on our part, return shipping costs are at your own expense, charged at a flat fee of R100.00 per return. We recommend using a trackable courier service, as we cannot be held responsible for items lost or damaged in return transit.

Where the return is a result of our error or a product fault, we will arrange and cover the cost of the return courier at no charge to you.

7.Damaged, Defective, or Incorrect Items

If you receive an item that is defective, damaged in transit, or different from what you ordered, please notify us within 48 (forty-eight) hours of delivery. Contact us using the details at the end of this policy and include:

• Your order number;
• A clear description of the issue;
• Photographs of the damaged or incorrect item and its packaging.

We will assess the situation promptly and, where the issue is confirmed, arrange a replacement, exchange, or full refund at no cost to you. We will also cover the return courier costs in such cases.

8.Processing of Refunds

Once a return has been received and inspected, we will notify you of the outcome. If your refund is approved:

• Refunds will be issued to your original payment method, or as store credit, within 5 to 7 (five to seven) business days of approval;
• Please note that it may take additional time for your bank or card provider to reflect the refund in your account — this is outside of our control;
• Where payment was made via a third-party payment plan or instalment service, please note that administration fees may apply to any cancellation or refund of such orders.

9.Products Purchased Through Retail Partners

If you purchased MitoGenix products through an authorised third-party retailer (such as Takealot, Amazon, Dis-Chem, or any other partner), you must contact that retailer directly to initiate a return or refund. Each retailer operates under its own returns policy, which will apply to your purchase.

MitoGenix does not process refunds or returns for products purchased through third-party platforms unless you are able to provide proof that the product was defective or incorrectly described.

10.Warranty and Product Liability

All MitoGenix products are complementary health supplements. To the extent permitted by the Consumer Protection Act 68 of 2008, we provide a warranty that our products are of good quality, free of defects, and suitable for the purpose for which they are generally intended.

We make no representations beyond what is stated on the product label and do not warrant that results will meet individual expectations. Products must be used strictly in accordance with the instructions provided on the packaging.

We shall not be liable for any injury, loss, or damage arising from the misuse of our products, failure to follow product instructions, or use of our products in combination with other substances without the advice of a qualified healthcare professional.

11.Event Ticket Purchases

Where MitoGenix sells tickets to events, the following additional terms apply:

• All event ticket purchases are final. By purchasing a ticket, you reserve your spot and agree to these terms;
• Refunds or exchanges will not be permitted within 14 (fourteen) calendar days prior to the event date;
• Refund requests made more than 14 days before the event may be considered on a case-by-case basis at our sole discretion and must be submitted in writing;
• Ticket transfers to another attendee may be requested no later than 5 (five) business days before the event, subject to our approval, and must include the full name and contact details of the new attendee;
• In the event of cancellation or postponement by MitoGenix, affected ticket holders will be notified by email and offered a refund or transfer to a future event.

12.Consumer Protection Act

Nothing in this Returns and Refund Policy is intended to limit or exclude your rights under the Consumer Protection Act 68 of 2008 ("CPA") or any other applicable South African consumer protection legislation. Where any provision of this policy conflicts with the CPA, the provisions of the CPA shall prevail.

Under the CPA, you have the right to:

• Cooling-off period (Section 16): Return goods within 5 (five) business days of delivery if they were delivered as a result of direct marketing;
• Implied warranty of quality (Sections 55 & 56): Return goods that are unsafe, defective, or not suitable for their intended purpose within 6 (six) months of delivery, and receive a repair, replacement, or full refund in respect of such defective goods;
• Protection against unfair terms (Section 48): Any contract term that is unfair, unreasonable, or unjust is void and unenforceable.

The statutory rights set out above cannot be waived or contracted out of, and apply to all orders regardless of any other provision in this policy.

Contact Us

To initiate a return, report a damaged item, or ask any questions about this policy, please contact us: