1. Introduction
At Infinite Earth Keeper Healing, we want you to be satisfied with your purchase.
This Refund & Returns Policy explains how we handle cancellations, returns, exchanges and refunds for products purchased through our online store.
Website: https://infiniteearthkeeperhealing.co.za
Email: infiniteearthkeeperhealing@gmail.com
This policy should be read together with our:
- Terms and Conditions
- Privacy Policy
- Shipping & Delivery Policy
- Disclaimer
- Reiki Healing Service Terms
Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded or restricted under South African law.
2. Consumer Rights
Your rights in relation to purchases may be protected by applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 (CPA).
Where the law provides you with a right to cancel, return, repair, replace or obtain a refund, we will honour that right in accordance with the applicable legal requirements.
This policy does not replace or reduce your statutory consumer rights.
3. Change-of-Mind Returns
Where permitted by applicable law, a customer may have the right to cancel certain transactions within a prescribed period.
The applicable cancellation period and requirements may depend on how the transaction was concluded and the circumstances of the purchase.
Where a statutory cooling-off or cancellation right applies, we will process the cancellation in accordance with the applicable legal requirements.
Where no statutory right to return applies, we may, at our discretion, offer a voluntary return or exchange subject to the conditions communicated at the time of purchase.
4. Defective Products
If a product is defective, unsafe, faulty or does not meet applicable legal requirements, please contact us as soon as reasonably possible.
Depending on the circumstances and applicable law, you may be entitled to a remedy such as:
- Repair;
- Replacement; or
- Refund.
The appropriate remedy will depend on the nature of the defect and the rights provided by applicable law.
We may request reasonable information or evidence to help determine the nature of the problem.
5. Incorrect Product Received
If you receive a product that is different from the product you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your name;
- Order number;
- Description of the problem;
- Photographs of the product received, where appropriate.
We will investigate the issue and, where the error is attributable to us, take appropriate steps to correct it.
6. Products Damaged During Delivery
If your order arrives damaged, please contact us as soon as reasonably possible.
Where practical, please provide photographs showing:
- The outer packaging;
- The shipping label;
- The damaged packaging;
- The damaged product.
This information helps us investigate the matter with the relevant delivery provider.
Where the product is defective or damaged in circumstances for which a statutory remedy applies, your consumer rights remain unaffected.
7. Products That Have Been Opened or Used
Because some of our products may be consumable, ingestible, personal-use or hygiene-related products, we may not be able to accept voluntary returns of products that have been opened or used where there is no statutory right requiring the return to be accepted.
This is intended to protect customers from products that may have been tampered with, contaminated or otherwise rendered unsuitable for resale.
However, this restriction does not remove any statutory consumer rights that apply where a product is defective, unsafe, unsuitable for its intended purpose, incorrectly supplied or otherwise does not comply with applicable consumer-protection requirements.
8. Products With Damaged or Missing Packaging
Where a product arrives with damaged, missing or materially compromised packaging, please contact us promptly.
Do not use a product if its packaging, seal or container appears to have been tampered with or compromised.
We will assess the situation and advise you of the appropriate next steps.
9. Products With Expired or Incorrect Information
If you believe that a product has been supplied with an incorrect expiry date, batch information, label or other important product information, please contact us immediately.
Please do not consume or use a product where you believe its safety or authenticity may be compromised.
We may request photographs and product/batch information so that the matter can be investigated.
10. Refunds
Where a refund is due, we will process it using the appropriate payment method or another lawful method agreed with the customer.
The time required for the refund to appear in your account may depend on:
- Our payment-processing procedures;
- The payment provider;
- Your bank;
- The payment method originally used.
We cannot control processing times imposed by a customer’s bank or third-party payment provider.
11. Refunds for PayFast Payments
Where your original payment was processed through PayFast, refunds may be processed through the relevant payment system or another appropriate method.
The time taken for the funds to reflect in your account may depend on PayFast and/or your bank.
We will provide reasonable confirmation when a refund has been processed.
12. Delivery Charges and Returns
Where applicable law requires delivery charges or other amounts to be refunded, we will process the refund in accordance with the applicable legal requirements.
Where a customer voluntarily returns a product in circumstances where no statutory return right applies, any delivery or return costs will be handled according to the terms communicated for that voluntary return.
13. Return Shipping
Where a return is required because we supplied the incorrect product, a defective product or another issue for which we are responsible, we will provide reasonable instructions regarding the return process.
Where a customer requests a voluntary return that is not required by law, the customer may be responsible for applicable return shipping costs unless we agree otherwise.
Nothing in this section limits any statutory consumer remedy.
14. How to Request a Return or Refund
To request a return, refund or other remedy, please email:
infiniteearthkeeperhealing@gmail.com
Please include:
- Your full name;
- Order number;
- Date of purchase;
- Product concerned;
- Reason for the request;
- Photographs where relevant;
- Any other information reasonably necessary to assess the request.
We will respond with the appropriate next steps.
Please do not send products back without first contacting us unless we have specifically instructed you to do so.
15. Exchanges
Where an exchange is appropriate and permitted, we may offer a replacement product.
An exchange may depend on:
- Product availability;
- The reason for the exchange;
- The condition of the product;
- Applicable consumer rights.
Where the law provides a right to replacement, that right will not be restricted by this policy.
16. Digital Products
Where Infinite Earth Keeper Healing offers digital products, downloads or digital content, different cancellation and refund rules may apply depending on:
- Whether the digital content has been supplied;
- Whether you requested immediate performance;
- Whether you agreed to any applicable waiver of a cancellation right;
- The nature of the digital product;
- Applicable South African law.
Any specific terms applying to a digital product will be displayed before purchase where appropriate.
17. Reiki Healing Services
Reiki services are governed by separate Reiki Healing Service Terms.
Those terms will address:
- Booking;
- Payment;
- Cancellation;
- Rescheduling;
- Missed appointments;
- Refunds;
- Client responsibilities.
This Refund & Returns Policy primarily applies to physical and digital products purchased through our online store.
18. Non-Returnable Situations
Subject to statutory consumer rights, we may not accept voluntary returns where:
- A product has been opened or used;
- A product has been altered or damaged after delivery through customer misuse;
- A product has been contaminated after delivery;
- The customer simply changes their mind and no applicable cancellation or return right exists;
- The applicable statutory return period has expired;
- The product is otherwise excluded from a voluntary return arrangement.
These exclusions do not apply where applicable law provides the customer with a mandatory remedy.
19. Product Safety
Customers should follow all manufacturer instructions, warnings, storage requirements and recommended directions supplied with a product.
Do not use a product if:
- Its packaging appears damaged or tampered with;
- The seal is broken when it should be sealed;
- The product appears contaminated;
- The product is expired;
- You believe the product may be unsafe.
Please contact us immediately if you have concerns about a product.
20. Refund Processing Time
Once a refund has been approved and processed, the time taken for funds to appear in your account may vary depending on the payment method, payment provider and financial institution.
We will not be responsible for delays caused solely by third-party banking or payment-processing systems.
21. Fraudulent or Abusive Returns
We reserve the right to investigate suspected fraudulent, dishonest or abusive return or refund activity.
This may include situations involving:
- Repeated fraudulent refund requests;
- Deliberately damaged products;
- False claims;
- Manipulation of promotional offers;
- Unauthorised chargebacks.
Any action we take will remain subject to applicable law and consumer rights.
22. Chargebacks and Payment Disputes
If you believe that a payment or transaction was processed incorrectly, please contact us first at:
infiniteearthkeeperhealing@gmail.com
We will make reasonable efforts to investigate and resolve legitimate payment disputes.
Nothing in this section prevents you from exercising any legal or payment-provider rights available to you.
23. Changes to This Policy
We may update this Refund & Returns Policy from time to time to reflect:
- Changes to our products;
- Changes to our services;
- Changes to our return procedures;
- Changes to payment providers;
- Changes to delivery arrangements;
- Changes in applicable law.
The latest version will be published on this page and the Last updated date will be amended.
24. Contact Us
For questions concerning refunds, returns, exchanges or cancellations, please contact:
Infinite Earth Keeper Healing
Email: infiniteearthkeeperhealing@gmail.com
Website: https://infiniteearthkeeperhealing.co.za
25. Acceptance
By purchasing products through our website, you acknowledge that you have had an opportunity to review this Refund & Returns Policy.
Nothing in this policy limits any mandatory rights you may have under applicable South African law.
Infinite Earth Keeper Healing
Where Love Awakens – Healing Begins
Last updated: 11 August 2026