Refund policy

Last updated: 7 November 2026

We want you to be happy with NatureGuard. Every order comes with our 30-Day Money-Back Guarantee, and your rights under South African law (the Consumer Protection Act and the Electronic Communications and Transactions Act) always apply on top of this policy.

Our 30-Day Money-Back Guarantee
Try NatureGuard in your home. If you're not happy for any reason within 30 days of delivery, contact us and we'll refund what you paid for the pouches.
• Opened or used pouches: you don't need to send them back.
• Unopened bags: please send them back to us. We'll give you the return address when you contact us.
• What's refunded: the price you paid for the pouches. The original delivery fee isn't refunded, unless your order arrived damaged, faulty or wrong.
• One claim per household: the guarantee covers one money-back claim per customer or household.

How to ask for a refund
1. Email us at empirecontractoragency@gmail.com or use the contact page on our website within 30 days of delivery.
2. Include your order number and a short note on what happened. It helps us to know where you placed the pouches.
3. We'll reply within 2 working days and tell you whether anything needs to be sent back.
Once your refund is approved, we pay it back to your original payment method within 10 working days. Your bank may take a few extra days to show it.

Changed your mind? 5-day cooling-off period
Under section 44 of the Electronic Communications and Transactions Act, you may cancel your order for any reason within 7 days of receiving it. Return the goods unused and in their original packaging. The only cost to you is the direct cost of sending them back, and we'll refund the rest of what you paid within 30 days of your cancellation.

Damaged, faulty or wrong items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, let us know as soon as possible (ideally within 7 days) with a photo. We'll send a replacement or refund you in full, including delivery, at no cost to you. This doesn't limit your rights under the Consumer Protection Act, which lets you return defective goods within 6 months.

Cancelling before dispatch
If your order hasn't left us yet, contact us and we'll cancel it and refund you in full.

Questions
We're happy to help, Monday to Friday, 8am–5pm. Email empirecontractoragency@gmail.com or use the contact page on our website.