Returns & Refunds
Our RETURNS AND REFUNDS policy explains how product returns are assessed and how applicable refunds are processed.
1. Overview
MLNU aims to handle product returns and refunds in a consistent, transparent and legally compliant manner.
This policy distinguishes between statutory consumer remedies and MLNU's voluntary commercial change-of-mind return option.
Nothing in this policy limits, excludes or overrides any mandatory consumer right or remedy available under the South African Consumer Protection Act 68 of 2008 ("CPA") or any other applicable law.
2. Who Handles Returns and Refunds?
The customer-facing operating party is:
JA Moolman, a sole proprietor trading as MLNU
MLNU administers the customer-facing return and refund process.
The product manufacturer / upstream supplier is:
Nordens Bioscience Technologies (PTY) Ltd. trading as Nordens Ultimate
Nordens Ultimate supplies the products forming part of the MLNU product range.
3. Two Categories of Returns
MLNU distinguishes between:
- statutory returns and remedies; and
- voluntary change-of-mind returns.
These categories are treated differently because a statutory remedy is governed by applicable law, whereas a voluntary change-of-mind return is a commercial option offered by MLNU subject to the conditions in this policy.
4. Statutory Consumer Rights
Where a product is defective, unsafe, of unacceptable quality, incorrectly supplied or otherwise subject to a statutory consumer remedy, MLNU will assess and handle the matter in accordance with applicable law.
Depending on the circumstances and applicable law, the available remedy may include repair, replacement or refund.
MLNU will not apply the voluntary change-of-mind refund deduction to an accepted statutory defect, safety or quality claim.
A customer is not required to rely on the voluntary change-of-mind return process where a statutory remedy applies.
5. Defective, Damaged or Incorrect Products
Contact MLNU promptly if you receive a product that:
- is defective;
- is damaged;
- appears unsafe;
- is materially different from the product ordered;
- is supplied in the wrong quantity; or
- was otherwise incorrectly supplied.
MLNU may request reasonable information to investigate the matter, including photographs, order information, packaging, batch or lot information and delivery details.
Customers should retain the product and its packaging until MLNU has provided return instructions where an investigation or return is required.
6. Voluntary Change-of-Mind Returns
Subject to applicable statutory rights, MLNU may accept a voluntary change-of-mind return requested within 30 calendar days after delivery.
This voluntary return option may apply where a customer:
- no longer wants the product;
- ordered the wrong product; or
- otherwise wishes to return an eligible product for a non-defect-related reason.
Approval of a voluntary return is subject to the product meeting the return conditions below.
7. Conditions for a Voluntary Return
To qualify for an approved voluntary change-of-mind return, the product must generally:
- be unused;
- be unopened;
- have all original packaging intact;
- have original labels and seals intact;
- be undamaged;
- be uncontaminated;
- have a clearly identifiable batch or lot number;
- be within its expiry date;
- have reasonable remaining shelf life;
- have been stored according to the applicable product instructions;
- not have been altered, repackaged or tampered with;
- be capable of being confirmed as legally and commercially re-sellable after inspection; and
- be accompanied by valid proof of purchase.
8. Opened or Used Products
Opened, used or unsealed health, wellness, ingestible, cosmetic or hygiene products will generally not qualify for a voluntary change-of-mind return where the product cannot safely or lawfully be resold.
This restriction does not remove or limit any statutory consumer remedy that may apply because of a defect, safety issue, unacceptable quality or another legally protected circumstance.
9. Proof of Purchase
A valid proof of purchase is required for a voluntary change-of-mind return.
Depending on the transaction, proof of purchase may include an MLNU order reference, invoice, receipt or other transaction record that reasonably identifies the purchase.
10. Return Authorisation
Customers should not send products to MLNU before the proposed return has been assessed and return instructions have been issued.
Where the Return Authorisation process applies, MLNU will issue a Return Authorisation ("RA") number and provide the applicable return instructions.
The RA process allows MLNU to identify the customer order, product, reason for return and applicable return category.
Products returned without the required authorisation may experience processing delays while MLNU establishes the relevant order and return circumstances.
11. Return Address
The authorised return address will be supplied by MLNU where a return is approved.
Customers should not assume that the MLNU operating address is the correct address for product returns.
The return address is controlled separately to ensure that returned products can be correctly received, identified, inspected and processed.
12. Return Shipping
Where a return is initiated because of a valid statutory defect, incorrect supply or another circumstance for which MLNU or its fulfilment process is responsible, MLNU will handle applicable return delivery arrangements in accordance with the applicable law and circumstances.
For a voluntary change-of-mind return, the applicable return delivery cost is the customer's responsibility unless MLNU expressly agrees otherwise or applicable law requires otherwise.
Customers should use an appropriate delivery method and retain proof of shipment and delivery when returning a product.
13. Return Inspection
Returned products may be inspected before a voluntary change-of-mind refund is approved.
The inspection may consider:
- product condition;
- whether the product was opened or used;
- packaging and seals;
- batch or lot identification;
- expiry date;
- shelf life;
- evidence of tampering or alteration;
- storage condition where relevant;
- proof of purchase; and
- whether the product can legally and commercially be returned to sale.
MLNU may decline a voluntary change-of-mind return where the return conditions have not been satisfied.
14. Voluntary Change-of-Mind Refund
Where a voluntary change-of-mind return is approved after inspection, the refund is calculated according to the applicable MLNU return terms.
The current controlled basis is:
90% of the original wholesale price paid for the returned product.
The 10% deduction applies only to the voluntary change-of-mind return category.
It does not apply to an accepted statutory defect, safety, quality or incorrect-supply remedy where applicable law provides otherwise.
15. Original Delivery Charges
Original delivery charges and separately disclosed delivery costs are not automatically included in a voluntary change-of-mind refund.
Where applicable law requires delivery charges or other amounts to be refunded, the statutory requirement takes precedence.
16. Refund Processing
Once an approved return has been received, assessed and processed, the applicable refund will be arranged using the approved refund process.
Refund processing may require verification of the original transaction and customer payment information.
Processing times may vary depending on the return assessment, payment method and relevant payment-provider processing times.
17. If a Voluntary Return Is Not Approved
If a voluntary change-of-mind return does not satisfy the applicable conditions, MLNU may decline the voluntary refund.
Where appropriate, MLNU may contact the customer regarding the outcome and the available next steps.
Declining a voluntary change-of-mind return does not affect any separate statutory consumer right that may apply.
18. Business Builder Personal Purchases
An Independent Business Builder may purchase products for personal use.
Such a purchase is treated as a Personal Purchase and is not a customer sale.
Personal Purchases remain subject to applicable product return rules and statutory consumer rights.
A Personal Purchase does not become a customer Sub-Order merely because a Business Builder later decides not to use the product.
Business Builders are not required or expected to purchase inventory for resale as part of the MLNU operating model.
19. Customer Orders and Sub-Orders
Each customer Sub-Order remains separately identifiable even where several customer orders have been combined into one physical Delivery.
A return therefore relates to the applicable customer Sub-Order and product rather than merely to the outer physical shipment.
Where a bundled Delivery contains products belonging to multiple customers, the return of one customer's product does not automatically constitute the return of the other customer products.
20. Fraudulent or Abusive Returns
MLNU may investigate returns where there are reasonable grounds to suspect fraud, manipulation, repeated misuse of the return process, product substitution, tampering or another improper activity.
This may include verification of order information, transaction records, product identifiers, batch numbers, return history and delivery information.
Nothing in this section permits MLNU to remove or restrict a consumer remedy that cannot lawfully be excluded.
21. Product Quality and Supplier Responsibilities
Nordens Bioscience Technologies (PTY) Ltd. trading as Nordens Ultimate is the product manufacturer / upstream supplier for the MLNU product range.
Where a product-quality, manufacturing or packaging issue is identified, MLNU may coordinate with the supplier as part of its internal assessment and resolution process.
The customer-facing return and refund process remains administered by MLNU.
22. How to Request a Return
To request a return or report a product problem, contact MLNU with:
- your name;
- order reference or other proof of purchase;
- product name;
- reason for the return;
- relevant photographs or supporting information where applicable; and
- any delivery or tracking information relevant to the issue.
Email: support@mlnu.business
Telephone: +27 72 340 0997
23. Related Policies
This policy should be read together with:
24. Changes to This Policy
MLNU may update this Returns & Refunds Policy from time to time to reflect changes to its products, operating processes or applicable legal requirements.
The current version published on this website will apply from its stated effective date, subject to applicable law.
25. Effective Date
Effective date: 31 August 2026
This Returns & Refunds Policy should be read together with the current MLNU Terms and Conditions, Privacy Policy and Shipping & Delivery Policy.
Nothing in this policy limits any right or remedy that a consumer is entitled to under mandatory applicable law.