POLICY // RETURNS & REFUNDS

Returns Policy

We stand behind the quality of every product we ship.

Our Guarantee

If a product arrives damaged, degraded, or does not match its Certificate of Analysis, we will replace it or issue a full refund — no questions asked. We take quality seriously and every complaint is investigated to prevent recurrence.

Eligible Returns

✓

Damaged in transit

Products that arrive visibly damaged or with compromised packaging.

✓

Cold chain failure

If temperature indicators show the cold chain was broken during delivery.

✓

Incorrect product sent

If you received a different product or quantity from what you ordered.

✗

Change of mind

Opened or used research compounds cannot be returned due to safety and integrity requirements.

How to Initiate a Return

  1. 1

    Email support@livingwaterlabs.co.za with your order number and a description of the issue.

  2. 2

    Attach photos of the product and packaging where applicable.

  3. 3

    Our team will respond within one business day with instructions.

  4. 4

    Approved returns will be replaced or refunded within 5 business days of confirmation.

Refund Timeline

Approved refunds are processed back to the original payment method within 5–10 business days depending on your bank or card issuer. Replacement orders are dispatched within 2 business days of the return being approved.

✉

For all return enquiries: support@livingwaterlabs.co.za — please include your order number.