Refund policy
Last updated: 15 March 2026
This policy applies to all purchases made from Red Health Innovations (Pty) Ltd via http://www.redhealthinnovations.com. It gives effect to your rights under the Electronic Communications and Transactions Act (ECTA) and the Consumer Protection Act (CPA), and in some respects goes further.
1. Changed your mind? 14-day return window
Section 44 of ECTA entitles you to cancel an online purchase within 7 days of receiving the goods, for any reason and without penalty. Red Health extends this to 14 days: you may return any device within 14 days of delivery for a full refund of the purchase price.
This policy applies to all purchases made from Red Health Innovations (Pty) Ltd via http://www.redhealthinnovations.com. It gives effect to your rights under the Electronic Communications and Transactions Act (ECTA) and the Consumer Protection Act (CPA), and in some respects goes further.
1. Changed your mind? 14-day return window
Section 44 of ECTA entitles you to cancel an online purchase within 7 days of receiving the goods, for any reason and without penalty. Red Health extends this to 14 days: you may return any device within 14 days of delivery for a full refund of the purchase price.
- The device must be returned complete, in its original packaging, with all accessories and in a re-saleable condition. Reasonable inspection is fine; devices showing damage or heavy use may be subject to a reasonable reduction.
- You are responsible for the direct cost of returning the goods to us (section 44(2) of ECTA). We will provide the return address and, if you prefer, arrange a courier collection and deduct the actual courier cost from your refund.
- Refunds are processed to your original payment method within 5 to 7 days of cancellation, and usually much sooner.
2. Faulty, damaged or incorrect goods
Please inspect your order on delivery. If an item arrives damaged, is defective, or is not what you ordered, contact us within 7 days of delivery with your order number and photos. We will arrange collection at our cost and, at your election, repair, replace or refund the item.
Under section 56 of the CPA, all goods carry an implied warranty of quality for 6 months from delivery. If a defect appears within 6 months, you may return the goods for repair, replacement or a refund, at your choice, at no cost to you. If a repaired item fails again within 3 months, we will replace it or refund you.
3. Manufacturer's warranty
In addition to your CPA rights, every Red Health device carries a manufacturer's warranty against defects in materials and workmanship from the date of delivery: 3 years on light therapy panels and 1 year on wearables, mats and accessories. Keep your order confirmation as proof of purchase. The warranty excludes damage caused by misuse, drops, liquid, unauthorised modification or repair, use with incorrect power supplies, or normal wear and tear. Consumable items (straps, cables, eye protection) are covered for 3 months.
4. How to start a return
- Email info@redhealthinnovations.com with your order number, the item, and the reason for return.
- We will reply within 2 business days with a return authorisation and instructions. Please do not send goods back without an authorisation.
- Pack the item securely in its original packaging.
- Once we receive and inspect the item, we will confirm your refund, replacement or repair by email.
5. Exchanges
The fastest way to exchange is to return the original item under section 1 and place a new order. Alternatively, contact us and we will arrange a direct exchange where stock allows.
6. Refund method and timing
Refunds are made to the original payment method (card, EFT or PayPal). We process refunds within 5 business days of approving the return; your bank or card issuer may take a further 5 to 7 business days to reflect it. In all cases refunds are completed within 7 days of cancellation as required by ECTA.
7. Cancelling before dispatch
If you wish to cancel an order that has not yet been dispatched, email info@redhealthinnovations.com as soon as possible and we will cancel and refund it in full.
8. Questions
Contact us at info@redhealthinnovations.com. If we cannot resolve your complaint, you may contact the Consumer Goods and Services Ombud (http://www.cgso.org.za, 0860 000 272).