Refund policy

Returns & Refund Policy

Last updated: 4 September 2026

1. Introduction

At True Muscle Culture (“TMC”, “we”, “us” and “our”), we want you to be satisfied with your purchase.

This Returns and Refund Policy explains how cancellations, returns, exchanges and refunds are handled. It must be read together with our Terms of Service and Shipping Policy.

Nothing in this Policy excludes, restricts or limits any right available under South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

2. Voluntary 30-day return policy

In addition to any statutory rights, we may accept a voluntary change-of-mind return within 30 days after delivery, provided that the product:

  • Is unused and unwashed;

  • Is in its original condition;

  • Has not been altered or damaged after delivery;

  • Is returned in its original packaging, where reasonably possible; and

  • Is accompanied by proof of purchase or sufficient information for us to locate the order.

Please contact us before returning a product so that we can provide the correct return instructions and address.

Acceptance of a voluntary return remains subject to inspection. This voluntary policy does not replace or restrict any right you may have under the CPA, ECTA or other applicable law.

3. Cooling-off rights for online purchases

Where section 44 of ECTA applies, you may cancel an online transaction for goods without reason and without penalty within seven days after receiving the goods.

Where you exercise this statutory right:

  • You must notify us within the applicable seven-day period;

  • You may be responsible only for the direct cost of returning the goods;

  • The goods must be returned in accordance with our reasonable return instructions; and

  • We will process the refund within the period required by ECTA.

Certain transactions or products may be excluded from the statutory cooling-off right where permitted by law, including certain personalized goods or goods that, by their nature, cannot reasonably be returned.

Nothing in this section limits any additional right available under the CPA or our voluntary 30-day return policy.

4. Hygiene and personal-use products

Towels and certain fitness accessories are personal-use products.

For voluntary change-of-mind returns, we cannot accept products that have been:

  • Used;

  • Washed;

  • Worn against the body;

  • Stained or soiled;

  • Altered;

  • Damaged after delivery; or

  • Returned in a condition that makes resale unreasonable for hygiene reasons.

These hygiene restrictions do not remove your rights where a product is defective, unsafe, incorrectly supplied or otherwise returnable under the CPA or ECTA.

5. Defective, unsafe or unsuitable goods

Our products are subject to the statutory quality protections contained in sections 55 and 56 of the CPA.

Goods supplied to consumers must be reasonably suitable for their intended purpose, of good quality, free from defects and usable and durable for a reasonable period, having regard to their nature and intended use.

If a product fails to meet the applicable statutory standards within six months after delivery, you may be entitled to return it at our risk and expense and choose one of the remedies provided by the CPA:

  • Repair;

  • Replacement; or

  • Refund.

The appropriate statutory remedy will be provided subject to the CPA and the circumstances of the return.

These remedies may not apply where the damage or problem resulted from:

  • Misuse, abuse or negligence;

  • Normal wear and tear;

  • Failure to follow reasonable washing or care instructions;

  • Alteration of the product after delivery; or

  • Damage occurring after the product left our control.

6. Damaged, missing or incorrect orders

If your order arrives damaged, incomplete or incorrect, please contact us as soon as reasonably possible.

Where practical, please provide:

  • Your order number;

  • A description of the issue;

  • Photographs of the affected product;

  • Photographs of the packaging; and

  • Any other information reasonably required to assess the issue.

We request that visible delivery problems be reported within seven days so that we can investigate them promptly. Failure to report the issue within seven days does not automatically remove any statutory right you may have.

Once the issue has been assessed, we will provide an appropriate remedy in accordance with applicable law. This may include a replacement, repair, refund or another remedy agreed with you.

Store credit will not replace a statutory refund unless you agree to receive store credit.

7. How to request a return

To request a return, contact us using the details at the end of this Policy.

Please include:

  • Your full name;

  • Your order number;

  • The product you wish to return;

  • The reason for the return; and

  • Photographs where the product is damaged, defective or incorrect and photographs are reasonably available.

We will review the request and provide return instructions, including the return address and applicable courier arrangements.

Submitting a return request does not automatically mean that a voluntary return has been approved. However, our approval process will not be used to prevent or unreasonably delay the exercise of a statutory right.

Products should not be sent to a courier, locker or unrelated address without receiving the correct return instructions from us.

8. Preparing your return

Unless the product is defective or returning it in the original packaging is not reasonably possible, please:

  • Pack the product securely;

  • Include all parts and accessories supplied with it;

  • Include the original packaging where available;

  • Remove or cover any previous courier labels; and

  • Use a trackable delivery service.

For voluntary change-of-mind returns, you remain responsible for the product until it is received by us. We therefore recommend keeping proof of dispatch and the tracking information.

Where the product is being returned because it is defective, unsafe, damaged on delivery or incorrectly supplied, return risk and reasonable return costs will be handled in accordance with the CPA and other applicable law.

9. Inspection of returned products

We will inspect a returned product within a reasonable period after receiving it.

For voluntary returns, we may decline the return or make a lawful deduction where the product has been used, washed, altered, damaged or handled beyond what was reasonably necessary to inspect it.

No deduction or rejection will be made where doing so would unlawfully limit a statutory remedy.

We will notify you of the outcome of the inspection using the contact details associated with your order.

10. Refunds

Approved refunds will be made to the original payment method unless:

  • The original payment method is unavailable;

  • Another method is required by law; or

  • You expressly agree to another refund method.

We ordinarily initiate approved refunds within 5–10 business days after the return has been received and assessed. Where legislation prescribes a different period, the legally prescribed period will apply.

For a cancellation under section 44 of ECTA, the refund will be processed within the period required by ECTA.

Once we initiate a refund, your bank or payment provider may require additional time to reflect it in your account. These external processing times are outside our direct control.

You will not be charged an administration, restocking or handling fee where such a charge would be inconsistent with a statutory right.

11. Exchanges

Subject to availability, we may offer an exchange for a different colour or eligible product.

If the replacement product costs more, you will need to pay the difference. If it costs less, the difference will be refunded or otherwise handled as agreed with you.

Where an exchange is requested as a voluntary change of mind, you may be responsible for the applicable return and replacement-delivery costs.

An exchange will not be imposed instead of a refund where you are legally entitled to choose a refund.

12. Order cancellations before dispatch

You may request cancellation before your order has been dispatched.

If we can stop fulfilment, we will cancel the order and arrange the applicable refund. If the order has already entered fulfilment or has been dispatched, it may need to be handled as a return.

Any cancellation charge will be imposed only where permitted by the CPA, will be reasonable in the circumstances and will take account of costs actually incurred.

13. Shipping and return costs

Return costs are handled as follows:

Voluntary change-of-mind returns

You are responsible for the direct cost and risk of returning the product.

Original delivery charges are generally non-refundable under our voluntary return policy unless we agree otherwise or applicable law requires a refund.

ECTA cooling-off returns

Where section 44 of ECTA applies, you may be charged only the direct cost of returning the goods. Refunds will be handled as required by ECTA.

Defective, damaged or incorrectly supplied products

Where a product is defective, unsafe, damaged on delivery or incorrectly supplied, we will cover the reasonable return cost where required by the CPA or other applicable law.

We may provide a courier label, arrange collection or refund a reasonable return-delivery charge, depending on the circumstances.

14. Products that cannot be returned voluntarily

Unless a statutory right applies, we may decline a voluntary return for:

  • Used or washed personal-use products;

  • Products damaged after delivery;

  • Products altered or modified by the customer;

  • Personalized or custom-made products;

  • Products missing material parts or accessories; or

  • Products specifically identified as non-returnable where that restriction is permitted by law and was disclosed before purchase.

This section does not apply where the product is defective, unsafe, incorrectly supplied or otherwise returnable as a matter of law.

15. Refunds for unavailable products

If we accept an order but cannot supply the product because it is unavailable, we will notify you as soon as reasonably possible.

You may choose a suitable replacement where one is available or receive a refund in accordance with applicable law.

We will not substitute a materially different product without your agreement.

16. Promotional and bundled products

Where a returned product formed part of a promotion, bundle or free-delivery offer, the refund will be calculated in a fair and reasonable manner based on the conditions disclosed with the promotion.

If only part of a discounted bundle is returned, we may recalculate the retained products at their applicable individual prices, provided that this condition was clearly disclosed and is permitted by law.

A promotional condition will not override a statutory consumer right.

17. Abuse of the returns process

We may investigate return requests where there is reasonable evidence of fraud, deliberate damage, false information or repeated abuse of the returns process.

We will not refuse or delay a legitimate return merely because a customer has previously exercised a statutory right.

18. Complaints and disputes

If you are dissatisfied with how a return or refund has been handled, please contact us first so that we can attempt to resolve the matter.

Nothing in this Policy prevents you from referring a dispute to:

  • The National Consumer Commission;

  • A consumer court or tribunal;

  • An ombud or alternative dispute-resolution body with jurisdiction; or

  • A competent South African court.

19. Contact us

Return requests, refund enquiries and complaints may be sent to:

True Muscle Culture
Email: Kiara@truemuscleculture.com
Telephone/WhatsApp: +27 60 704 1880
Website: www.truemuscleculture.com

Please do not send a return to the physical address until we have confirmed the correct return instructions.

We aim to acknowledge customer enquiries within one to two business days.