Last Updated: 19 May 2026
This Refund and Returns Policy explains how returns, exchanges, and refunds are handled by Hlago Products (Pty) Ltd.
1. General Policy
We want customers to be satisfied with their purchase. If there is a problem with your order, please contact us as soon as possible so that we can assist.
2. Food and Beverage Products
Hlago Special Tea is a consumable product. For hygiene, safety, and quality reasons, we generally cannot accept returns of opened, used, tampered with, or damaged-after-delivery products unless the product is defective or the return is required by law.
3. Damaged, Defective, or Incorrect Products
Please contact us if you received the wrong product, your order arrived damaged, the product appears defective, or items are missing from your order.
Please notify us within 7 days of receiving your order where possible.
We may request your order number, photos of the product and packaging, a description of the issue, and proof of purchase.
If the product is confirmed to be incorrect, damaged, or defective, we may offer a replacement, exchange, refund, or other reasonable solution.
4. Returns Due to Change of Mind
Because tea is a consumable item, we may not accept returns due to change of mind if the product has been opened, used, damaged, or handled in a way that makes resale unsuitable.
If the product is unopened, unused, sealed, and in its original condition, you may contact us to request a return. Approval is subject to applicable law and the condition of the product.
Return courier costs for change-of-mind returns may be for the customer’s account.
5. Online Orders
Where applicable under South African law, customers may have rights relating to online transactions. Any lawful consumer rights will not be limited by this policy.
6. Refund Method
Approved refunds will usually be processed using the original payment method, unless otherwise agreed.
Refund processing times may depend on the payment provider, bank, or payment method used.
7. Non-Refundable Items
We may not accept returns or refunds for opened tea boxes, used products, products damaged after delivery, products without proof of purchase, products returned outside a reasonable period, or products not bought directly from Hlago Products (Pty) Ltd or our authorised sales channels.
This does not affect rights that cannot legally be excluded.
8. How to Request a Return
To request a return or report an issue, please contact us with your name, order number, contact details, reason for the return, and photos if the item is damaged, incorrect, or defective.
9. Contact Us
Hlago Products (Pty) Ltd
Registration Number: 2026/023882/07
Website: https://hlago.co.za
Contact: Contact Hlago