Last updated: 17 October 2026
Handmade product reminder: Each Hala Healing product is made by hand at home. We take care to make it as close as possible to the product shown or described, but natural materials and the handmade process mean that individual items may vary slightly in appearance, colour, scent or finish. These variations alone do not mean an item is faulty or not as described.
We want you to be happy with your Hala Healing order. This policy explains how to contact us about cancellations, returns, refunds and exchanges.
Contact us at mehnaaz@halahealing.co.za or +27 72 833 7788. Please include your order number and a description of the issue.
1. If an item is faulty, unsafe or not as described
If an item appears faulty, unsafe or materially different from its description, contact us as soon as possible. Please describe the problem and, where useful, include photographs.
Consumer rights under applicable law continue to apply. Depending on the circumstances, a qualifying item may be repaired, replaced or refunded as provided by law. We will explain the next steps and arrange any return required for assessment.
Please do not dispose of or alter an item you believe is faulty before contacting us, unless it is unsafe to keep or use it.
2. Change-of-mind returns and cancellations
If you change your mind, contact us promptly. Whether an order can be cancelled or returned depends on whether it has been accepted, prepared, dispatched or customised, and on any applicable statutory cancellation rights.
Some products may not be suitable for return once opened or used for hygiene, safety or product-integrity reasons. Custom-made or personalised items may also be subject to different return conditions. These limits do not remove any rights you have under applicable law, including rights relating to faulty, unsafe or incorrectly supplied goods.
Before ordering a custom item, please check the agreed description, specifications, price and estimated completion time.
3. How to request a return
Please contact us before sending anything back. We will provide return instructions and confirm whether the item should be returned, collected or assessed another way.
Unless we agree otherwise or applicable law requires us to cover the cost, change-of-mind return delivery costs are the customer’s responsibility. Where a return is accepted because an item is faulty, unsafe or incorrectly supplied, we will explain the return arrangements and applicable costs.
Please package any approved return securely and include your order number. We recommend keeping proof of postage or collection.
4. Refunds
Once a return or cancellation is approved, we will confirm the refund amount and process it using the original payment method where reasonably possible. The time it takes for the funds to appear may depend on your bank or payment provider.
Any delivery charges will be handled in accordance with the circumstances of the return and applicable law. We will explain this when confirming your request.
5. Exchanges
If you would like to exchange an item, contact us first. Exchanges depend on product availability and whether the item is eligible for return. If an exchange is unavailable, we will discuss the available options with you.
6. Contact
Email: mehnaaz@halahealing.co.za
Phone: +27 72 833 7788
This policy does not limit any rights available to you under South African consumer law.