Returns & Refunds Policy

General Policy: Due to the perishable nature of live plants and aquatic life, these items are generally non-returnable and non-refundable once delivered.

Exceptions: We will provide a refund or replacement if:

• Plants arrive dead or severely damaged due to shipping
• Wrong species or significantly different from description
• Damage is reported within 24 hours of delivery with photographic evidence

Claim Process: Email photos of damaged plants to contact@adalabsouthafrica.com within 24 hours of delivery for assessment.

Return Period: 7 days from delivery date for unused items in original condition.

Condition Requirements:

• Item must be unused and in original packaging
• All accessories, manuals, and packaging materials included
• No damage or wear from use
• Original receipt or order confirmation required

Return Shipping: Customer responsible for return shipping costs unless item was defective.

Cancellation Policy:

• 48+ hours before workshop: Full refund
• 24-48 hours before workshop: 50% refund
• Less than 24 hours: No refund (may reschedule subject to availability)

Rescheduling: Workshops may be rescheduled once without penalty if done at least 48 hours in advance.

ADA Lab Cancellations: If we cancel a workshop, you will receive a full refund or credit for future workshops.

Processing Time: Approved refunds will be processed within 7-14 business days.

Refund Method: Refunds will be issued to the original payment method used for purchase.

Restocking Fee: A 15% restocking fee may apply to:

• Special order or custom items
• Large equipment returns
• Items returned in less than perfect condition

Immediate Reporting: Report damaged or defective items within 24 hours of delivery.

Required Information:

• Order number and item details
• Clear photos of damage or defect
• Description of the issue

Resolution: We will provide replacement, repair, or full refund for genuinely defective items at no cost to you.

Step 1: Contact us at contact@adalabsouthafrica.com with your order details and reason for return.

Step 2: Wait for return authorization and instructions before shipping anything back.

Step 3: Package items securely in original packaging if possible.

Step 4: Include return authorization number and original receipt.

Step 5: Ship to the address provided in your return authorization.

Equipment Exchanges: Subject to same conditions as returns. Size/color exchanges allowed within 7 days if new item is available.

Price Differences: Additional payment required for higher-value exchanges. Credit issued for lower-value exchanges.

Shipping: Customer pays return shipping; we cover shipping for exchange item.

The following items cannot be returned:

• Live plants and aquatic life (except as specified above)
• Custom or made-to-order items
• Items damaged through misuse or normal wear
• Items returned after the specified return period
• Items without original packaging or missing components

Your Rights: Under the Consumer Protection Act, you have additional rights that may not be limited by this policy, including:

• Right to receive goods that match their description
• Right to receive goods of acceptable quality
• Right to receive goods fit for purpose
• Right to a reasonable remedy for defective goods

Dispute Resolution: If you are not satisfied with our response to a return request, you may contact the Consumer Protection Authority or seek resolution through appropriate consumer protection channels.

For returns, refunds, or questions about this policy:

Email: contact@adalabsouthafrica.com
Phone: +27 711700501
Subject Line: "Return Request - Order #[Your Order Number]"

Business Hours: Monday - Friday, 9:00 AM - 5:00 PM SAST
Response Time: We aim to respond to return requests within 24 hours during business days.