REFUND POLICY

Last updated: [date]

1. Overview

Cannafrica dispenses cannabis-based medicines under Section 21 of the Medicines and Related Substances Act, 101 of 1965. These products are supplied to a named patient against a valid prescription and a specific SAHPRA authorisation. This policy explains when a refund or exchange is possible and when it is not.

2. No returns on dispensed medicine

Once a Section 21 product has been dispensed to you, it cannot be returned, exchanged or refunded.

This is not a commercial preference. Dispensed medicine cannot be returned to stock or supplied to another patient, because:

The product is authorised by SAHPRA for your use specifically, under your individual Section 21 application.
Once medicine leaves our premises, we cannot verify how it has been stored or handled, and its safety and integrity can no longer be guaranteed.
Returning medicine to stock would breach our record-keeping and traceability obligations.

This exclusion is consistent with Section 20(2) of the Consumer Protection Act, which does not require a supplier to accept the return of goods that, by their nature, cannot be resold.

3. Cancelling before dispensing

If you have paid but your order has not yet been dispensed, you may cancel and receive a full refund. Contact us on 077 603 8114 as soon as possible.

If your Section 21 application is declined by SAHPRA, or your prescribing practitioner withdraws the prescription before dispensing, you will receive a full refund of any amount paid.

4. Incorrect or defective products

Your rights under Sections 55 and 56 of the Consumer Protection Act are not affected by this policy.

If you receive a product that is:

not what was prescribed or ordered,
damaged, or
defective in packaging, seal or condition,

contact us within 7 days on 077 603 8114 or at cannafrica.gardens@gmail.com. Do not use the product. Bring it back to the store where it was dispensed, in its original packaging, with your receipt.

We will inspect the product and, at your election, replace it, correct the supply, or refund you in full. Where the fault is ours, you will not bear any cost.

5. How refunds are processed

Approved refunds are paid to the original payment method within 10 business days of approval. Card refunds may take a further 3–5 business days to reflect, depending on your bank. We do not refund to third-party accounts.

6. Adverse reactions

If you experience an unexpected or adverse reaction to a dispensed product, stop using it and contact your prescribing practitioner immediately. Report the reaction to us on 077 603 8114 so that we can record it and notify the relevant parties as required. Adverse reactions are handled as a clinical matter and may or may not result in a refund, depending on the circumstances.

7. Contact

Tel (for both stores): 077 603 8114
Cannafrica Gardens — Shop 04, 198 UpperBuitenkant Street, Vredehoek, Cape Town
Email: cannafrica.clarmeont@gmail.com

Tel (for both stores): 077 603 8114
Cannafrica Claremont — 13 Stegmen Road, Claremont, Cape Town
Email: cannafrica.gardens@gmail.com