returns policy

Androlab (hereinafter referred to as “Androlab”, “us”, “we” and “our”) we offer our customers peace of mind when they shop with us and allow customers to return goods ordered for a refund, exchange or replacement, subject to the below provisions of this returns policy (“Returns Policy”), which forms a part of the general terms and conditions applicable to this website. We accordingly advise you to carefully read the general terms and conditions to which this Returns Policy forms a part in addition to this Returns Policy. Terms defined in the general terms and conditions shall bear the meanings given to them therein unless the context clearly indicates a contrary intention.


    • Since medication prescribed via the Androlab service is tailored to the patient, change of mind returns are not accepted.
    • If you have received the wrong order, any goods are damaged or your order does not arrive, please contact us and we will re-ship the correct order immediately (please see our Contact Page in this regard).


  • Should any goods purchased be the subject of any manufacturing defect or failure, or is unsafe, as contemplated in the Consumer Protection Act, 2008 (“CPA”), it may be returned to Androlab for replacement, or in exchange for a refund, within six months of the date of purchase, subject to the CPA. Androlab reserves the right to examine the goods and test the goods once returned to confirm that the alleged defect, failure or safety hazard existed at the time of purchase, before the returned goods will be repaired, replaced or refunded.
  • The following will not be regarded as defects and will not entitle you to a return or refund under this 2:
  • damage arising from negligence, user abuse or incorrect usage of the goods;
      • damage arising from unauthorised alterations to the goods; or
      • where the specifications of goods, although accurately described on the website and generally fit for its intended purpose, do not suit you.


    • All goods purchased from Androlab are covered by transit insurance until delivered to you. This ensures your order is received by you in good order and is able to be used as specified or intended.
    • In the unlikely event that your order is misplaced or damaged in transit please contact us at our Contact Page and give a full detailed description of the problem/damage, as well as your name, contact number or email and order number. We will then determine how best to resolve your problem with minimum inconvenience to you.
    • If your package was damaged in shipment by the courier, save the box and the goods and notify us (please see our Contact Page in this regard). We will then arrange for the courier to inspect and pick up the damaged package and, subject to our assessment of the goods to confirm damage thereto, the goods will be replaced.


    • If you wish to cancel an order that has been confirmed by Androlab, please contact us as soon as possible (see our Contact Page in this regard).
    • Once your order has been dispatched, you will be unable to cancel it. Once received, you may be able to return it to us in the manner set out in 1 above and subject to the provisions therein.


    • We offer 100% refund (or free re-send) if you do not receive your order for any reason. The only instance where a refund will not be given in such circumstances is if incorrect contact/shipping address details are provided at the time of ordering, so please always double check your delivery address.
    • Regrettably, shipping and handling fees are not refundable.


You may cancel any order resulting from “Direct Marketing” (as defined in the CPA) without reason or penalty by informing us of your intention to do so in writing (please see our Contact Page), within 5 days after the later of the date on which –

  • the order was placed and confirmed by us; or
  • the goods ordered were delivered to you.

Should you wish to return any goods in terms of 6.1 above, then Androlab shall, return the payment received in respect of such goods within 15 business days after

        • it has received the written notice referred to in 6.1, if the goods have not yet been delivered to you; or
        • you have returned the goods ordered to us, provided that if such goods are
          • returned in their original, unopened and untampered packaging, we will refund the full payment received by you for such goods; or
          • not returned in their original, original, unopened and untampered packaging, we will, subject to the CPA, charge you reasonable amount for necessary restoration costs to render the goods fit for restocking/re-sale, deduct such amount from the payment received from you for such goods, and refund the difference to you.


All provisions of these terms and conditions are, notwithstanding the manner in which they have been grouped together or linked grammatically, severable from each other. Any provision of this Returns Policy which is or becomes unenforceable, whether due to voidness, invalidity, illegality, unlawfulness or for any other reason whatever, shall, only to the extent that it is so unenforceable, be treated as pro non scripto and the remaining provisions of this Returns Policy shall remain of full force and effect. You declare and agree with us that the intention is that this Returns Policy would be executed without such unenforceable provisions if such unenforceability was known at the time you agreed to this Returns Policy.