SPORADIC LEGAL
REFUND, RETURN AND EXCHANGE POLICY
Last updated: 13 July 2026
1. Introduction
This Refund, Return and Exchange Policy applies to products purchased directly from Sporadic Adaptoceuticals, including purchases made through:
The Sporadic website;
WhatsApp;
Sporadic social-media accounts;
Direct orders placed with Sporadic; and
Any other sales channel operated directly by Sporadic.
Products purchased from an independent retailer, reseller, stockist, agent, or third-party platform must generally be returned to the business from which they were purchased, subject to the customer’s rights under applicable law.
By placing an order with Sporadic, the customer acknowledges that they have read and understood this Policy.
Nothing in this Policy is intended to exclude, restrict, or replace any consumer right or remedy that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.
2. Product-Safety Principles
Sporadic supplies consumable wellness products, capsules, oils, extracts, powders, supplements, and other products intended for personal use.
For health, safety, quality-control, and contamination-prevention reasons, we cannot resell or redistribute a consumable product once:
Its tamper-evident seal has been broken;
Its safety seal has been removed, damaged, lifted, punctured, or altered;
The container has been opened;
The packaging has been tampered with;
Capsules, oil, powder, or other contents have been removed;
The product has been partly used or consumed;
The product has been transferred into another container; or
The product has been stored or handled in a manner that may have affected its safety or quality.
This rule protects all Sporadic customers by ensuring that returned consumable products are not placed back into circulation after leaving our control.
3. Products With Broken or Damaged Seals
3.1 No change-of-mind refunds after opening
A product will not qualify for a change-of-mind refund, return, or exchange if its seal has been broken, removed, damaged, lifted, punctured, or otherwise interfered with.
Where a product is returned with a broken or damaged seal, Sporadic will reasonably regard the product as having been opened or tampered with after delivery.
Once a seal has been broken, we cannot verify:
Whether the bottle or container was opened;
Whether any of the contents were removed;
Whether anything was added to the container;
Whether the product was exposed to moisture, heat, bacteria, foreign substances, or other contaminants;
Whether it was stored correctly;
Whether the contents remain in their original condition; or
Whether the product remains safe for another person to use.
The product will therefore be treated as potentially contaminated and unsuitable for resale or redistribution.
For these reasons, products with broken or damaged seals will not be refunded or exchanged merely because the customer changed their mind, selected the wrong product, no longer wants the product, dislikes the product, or expected a different experience.
3.2 Exception where the product arrived unsealed or damaged
The broken-seal restriction does not automatically apply where the customer can reasonably show that:
The seal was already broken when the product was delivered;
The product arrived damaged or leaking;
The container was incorrectly sealed during production;
The product was defective, unsafe, contaminated, or otherwise failed to meet applicable quality standards when supplied;
The wrong product was delivered; or
The product was materially different from what was ordered.
Customers must notify Sporadic as soon as reasonably possible after noticing such a problem and should provide clear photographs or videos of:
The outer courier packaging;
The shipping label;
The product container;
The broken or damaged seal;
Any leakage, damage, contamination, or visible defect;
The batch number, where displayed; and
The contents received.
Sporadic may inspect the product and packaging before determining the appropriate remedy. This inspection does not remove any right the customer may have under applicable law.
4. Change-of-Mind Returns
A customer may request a return because they have changed their mind, provided that:
The request is made within the applicable return or cooling-off period provided by law;
The product is completely unused;
The original tamper-evident seal remains fully intact;
The bottle, container, label, carton, and packaging are undamaged;
The product has not been exposed to excessive heat, sunlight, moisture, or unsuitable storage conditions;
All accessories or accompanying items are included;
The customer can provide valid proof of purchase; and
Sporadic authorises the return before the product is sent back.
Acceptance of a change-of-mind return remains subject to the nature of the product, the condition in which it is returned, applicable hygiene and safety considerations, and the customer’s rights under South African law.
Products must not be returned without first contacting Sporadic and receiving return instructions.
5. Products That Cannot Be Returned for a Change of Mind
Unless applicable law requires otherwise, Sporadic does not accept change-of-mind returns for:
Products with broken, removed, altered, or damaged seals;
Opened consumable products;
Partly used or consumed products;
Capsules removed from their original bottle;
Oil or extracts that have been dispensed or used;
Products transferred into another container;
Products that have been mixed with another substance;
Products damaged through improper storage or handling;
Products exposed to heat, direct sunlight, moisture, or contamination;
Personalised or specially prepared products;
Products manufactured or packaged to a customer’s specific requirements;
Clearance, promotional, sample, or complimentary items, unless defective;
Products purchased from an unauthorised third party;
Products returned without proof of purchase;
Products returned outside an applicable return period; or
Products that cannot safely or lawfully be resold.
A customer’s statutory rights concerning defective, unsafe, incorrectly supplied, or materially misrepresented products remain unaffected.
6. Defective, Unsafe or Poor-Quality Products
Sporadic takes reasonable care when producing, packaging, storing, and supplying its products.
A product may qualify for a remedy where it was defective, unsafe, materially contaminated, unsuitable for its ordinary intended purpose, or failed to meet applicable quality standards when it was supplied.
Where applicable law gives the customer a choice between a refund, replacement, or another remedy, Sporadic will honour that right.
A product is not necessarily defective merely because:
The customer did not experience the result they expected;
The customer did not like the taste, smell, texture, appearance, or colour;
The product affected the customer differently from another person;
The customer used the incorrect amount;
The customer failed to follow the label instructions;
The product was used for an unintended purpose;
The customer experienced no noticeable wellness benefit;
The customer’s expectations were based on a testimonial or another person’s experience;
The product naturally varies slightly between batches; or
The product was damaged, altered, contaminated, or incorrectly stored after delivery.
Natural ingredients may differ slightly in colour, aroma, texture, density, or appearance. Minor natural variations do not automatically mean that a product is defective.
7. Allergies, Sensitivities and Individual Reactions
Customers are responsible for reviewing the product ingredients, warnings, intended use, and usage instructions before opening or consuming a product.
A refund is not automatically available because a customer:
Dislikes an ingredient;
Discovers an allergy after opening the product;
Experiences a personal sensitivity;
Takes the product together with medication or another substance without obtaining appropriate advice;
Uses more than the stated or recommended amount; or
Experiences a result that differs from another customer’s experience.
However, this section does not exclude a customer’s rights where a product was incorrectly labelled, contaminated, unsafe, defective, or supplied without information required by applicable law.
A customer who experiences a serious or unexpected adverse reaction should stop using the product and obtain appropriate medical attention. The incident should also be reported to Sporadic with the product name and batch information where available.
8. Incorrect Products
Where Sporadic delivers a product that is different from the product ordered, the customer must notify us as soon as reasonably possible.
The incorrect product must remain:
Unopened;
Unused;
Sealed;
Properly stored; and
In its original packaging.
Customers must not open or consume a product after realising that it is not the product they ordered.
Once the error has been confirmed, Sporadic will arrange an appropriate remedy, which may include:
Delivering the correct product;
Collecting the incorrect product;
Offering an exchange; or
Providing a refund where appropriate.
Sporadic will be responsible for reasonable return and redelivery costs where the incorrect product was supplied because of our error.
9. Missing Products or Incomplete Orders
Customers must report missing products or incomplete orders as soon as reasonably possible after delivery.
The customer should provide:
Their name and order details;
A description of the missing product;
A photograph of all products received;
A photograph of the outer packaging;
A photograph of the shipping label; and
Any evidence of damage or tampering during delivery.
Sporadic will compare the report with available order, packing, weight, stock, courier, and communication records before deciding on the appropriate remedy.
10. Products Damaged During Delivery
Where a parcel arrives visibly damaged, crushed, wet, leaking, opened, or tampered with, the customer should:
Photograph the parcel before opening it;
Photograph the courier label and all damaged areas;
Photograph the product and inner packaging;
Retain the parcel, packaging, damaged product, and contents; and
Contact Sporadic as soon as reasonably possible.
Customers should not discard the product or packaging while a courier or product-damage claim is being assessed.
Where delivery damage is confirmed, Sporadic may provide a replacement, refund, or another remedy in accordance with applicable law.
11. Delivery Delays
A delivery delay does not automatically qualify an order for a refund where:
The order has already been dispatched;
The delay was caused by the courier;
The customer supplied an incorrect or incomplete delivery address;
Nobody was available to accept delivery;
The courier could not access the delivery location;
The customer failed to respond to delivery communications;
Delivery was delayed by severe weather, civil disruption, load shedding, system failure, or circumstances beyond our reasonable control; or
The parcel is still moving through the courier network within a reasonable delivery period.
Sporadic will assist the customer in tracing a delayed parcel where reasonably possible.
Where the parcel is confirmed as lost, undeliverable, or returned to Sporadic, the available remedy will depend on the reason for the failed delivery and applicable law.
12. Failed Delivery Caused by the Customer
Where delivery fails because the customer:
Provided an incorrect address;
Provided an incorrect contact number;
Was unavailable to receive the parcel;
Failed to collect the parcel;
Refused delivery without a lawful reason; or
Failed to respond to the courier,
the customer may be responsible for reasonable additional collection, return, storage, or redelivery costs.
Where an eligible product is returned to Sporadic unopened and in resalable condition, any refund may be reduced by reasonable costs lawfully recoverable from the customer.
No refund will be issued for a returned consumable product if its seal was broken or its condition cannot be verified, unless the customer has a statutory right to a remedy.
13. Order Cancellations Before Dispatch
A customer may request cancellation before an order has been dispatched.
Sporadic will make reasonable efforts to stop processing or dispatch. However, cancellation cannot be guaranteed once:
The order has been packed;
A courier collection has been booked;
The parcel has been handed to the courier;
The product has been specially prepared or packaged for the customer; or
Performance of the order has already begun.
Where an order is successfully cancelled before dispatch, Sporadic will process any amount due to the customer using an appropriate payment method.
Reasonable transaction charges or costs may only be deducted where permitted by law and properly disclosed.
14. Refusal of Delivery
A customer should not refuse delivery merely because they changed their mind.
Refusing delivery does not automatically cancel an order or guarantee a full refund.
Where a parcel is refused and returned to Sporadic, we will inspect it. Any refund will depend on:
The reason delivery was refused;
The condition of the returned parcel;
Whether the product remains sealed and safe;
Whether courier or return costs were incurred;
Whether the customer was entitled to cancel under applicable law; and
Whether the product is legally and safely returnable.
15. Return Procedure
Before returning a product, the customer must contact Sporadic through the contact details stated at the end of this Policy.
The return request should include:
The customer’s full name;
Order number or proof of purchase;
Product name;
Date of purchase and delivery;
Reason for requesting a return;
Photographs or videos where relevant;
Batch number, where available; and
The customer’s preferred remedy.
Sporadic may provide:
A return authorisation;
A return address;
Courier instructions;
Packaging instructions; and
A reference number for the return.
A return authorisation does not guarantee that a refund will be approved. The returned product may first need to be received and inspected.
Customers should package returns securely. Sporadic will not be responsible for damage caused by inadequate return packaging where the return is arranged by the customer.
16. Inspection of Returned Products
Returned products may be inspected to confirm:
Whether the product was supplied by Sporadic;
Whether the seal is intact;
Whether the product has been opened or used;
Whether the product has been altered or contaminated;
Whether the contents match the original product;
Whether all items have been returned;
Whether the reported defect is present;
Whether damage occurred before or after delivery; and
Whether the product was stored and handled appropriately.
Where necessary, Sporadic may retain photographs, videos, batch records, or other evidence relating to the inspection.
If a returned product appears to have been opened, substituted, altered, contaminated, intentionally damaged, or fraudulently presented, the return may be rejected, subject to applicable law.
17. Return Delivery Costs
Return delivery costs will depend on the reason for the return.
Where Sporadic supplied a defective, damaged or incorrect product
Sporadic will be responsible for reasonable return costs where required by applicable law and where the complaint is validated.
Where the customer changed their mind
The customer will generally be responsible for the cost and risk of returning an unwanted product, unless applicable law provides otherwise.
Where no defect is found
Where a product is returned as allegedly defective but inspection reasonably shows that:
No defect exists;
The product was used incorrectly;
The product was damaged after delivery;
The product was stored improperly;
The seal was broken after delivery; or
The problem was caused by tampering, contamination, misuse, or negligence,
the customer may be responsible for reasonable collection, inspection, and redelivery costs where permitted by law.
18. Refund Method
Approved refunds will generally be made using:
The original payment method;
Electronic funds transfer;
Store credit, where agreed with the customer; or
Another reasonable method agreed between Sporadic and the customer.
Sporadic may request the customer’s banking details where an electronic transfer is necessary. The customer is responsible for ensuring that the banking information supplied is correct.
For fraud-prevention purposes, Sporadic may require proof that the bank account belongs to the customer or authorised recipient.
Cash refunds will not necessarily be available for orders originally paid electronically.
19. Refund Processing Period
Approved refunds will be processed within a reasonable period after:
The cancellation has been approved;
The returned product has been received;
Any required inspection has been completed;
The customer’s banking or payment information has been verified; and
The refund amount has been finalised.
Once processed by Sporadic, the time taken for the refund to appear may depend on the customer’s bank or payment provider.
Any statutory refund period required by applicable law will take precedence over this Policy.
20. Original Delivery Charges
Original delivery charges may be refunded where:
The entire order was defective;
The wrong order was supplied;
The goods were damaged before delivery;
Sporadic failed to deliver as agreed; or
Applicable law requires the delivery charge to be refunded.
Original delivery charges will generally not be refunded where:
The customer changed their mind;
Only part of a correctly supplied order is returned;
Delivery failed because of incorrect customer information;
The customer did not collect or accept the parcel; or
The product is returned without a valid basis for a refund.
21. Promotional, Discounted and Complimentary Products
Products purchased during a promotion or at a discounted price remain subject to applicable consumer protections.
Where a refund is approved for a discounted product, the refund will be based on the amount actually paid, not the usual retail price.
Complimentary gifts, free products, samples, or promotional items do not have a separate refundable cash value.
Where a free item was supplied only because the order met a promotional condition, Sporadic may require the free item to be returned unopened with the rest of the order. Where it is not returned, its disclosed value may be considered when calculating the refund, where permitted by law.
A product cannot be denied a lawful remedy merely because it was sold at a discounted price if it was defective and the defect was not properly disclosed before purchase.
22. Bundles and Multi-Product Offers
Where products were purchased as a bundle or promotional package, a customer requesting a full refund may be required to return the complete bundle.
Any returned consumable products must remain unopened and sealed unless they are being returned because they were defective, unsafe, damaged, or incorrectly supplied.
Where only one product in a bundle qualifies for a return, the refund amount may be calculated by considering:
The price actually paid;
The value allocated to each product;
The promotional discount applied; and
Applicable consumer law.
23. Exchanges
An exchange may be approved where:
The wrong product was supplied;
The product arrived damaged;
The product is defective;
The customer requests a different product and the original remains unopened, sealed, and returnable; or
Sporadic agrees to the exchange as a customer-service gesture.
Any price difference must be paid before a higher-priced replacement is dispatched.
Where the replacement product costs less, any balance will be managed through a refund or store credit, as agreed and permitted by law.
Products with broken seals will not be exchanged for change-of-mind reasons.
24. No Guaranteed Results
Sporadic does not offer refunds merely because a customer did not experience an expected wellness outcome.
Individual results may differ according to personal factors, including:
Age;
Body composition;
Lifestyle;
Diet;
Sleep;
Frequency and manner of use;
Existing health conditions;
Medication or other substances used;
Individual sensitivities; and
Personal expectations.
Marketing statements, educational content, testimonials, reviews, and customer experiences do not constitute guarantees that every customer will experience the same result.
This section does not apply where a product was defective, unsafe, incorrectly described, materially misrepresented, or otherwise failed to comply with applicable law.
25. Suspected Abuse or Fraud
Sporadic reserves the right to investigate and reject a return request where there are reasonable grounds to suspect:
Return fraud;
Product substitution;
Falsified photographs or documents;
Deliberate damage;
False claims of non-delivery;
Tampering after delivery;
Repeated misuse of the returns process;
A chargeback made after receiving or using the product; or
Any other dishonest or abusive conduct.
Sporadic may retain relevant evidence and refer suspected criminal or fraudulent conduct to the payment provider, courier, platform operator, legal adviser, or appropriate authority.
This provision will not be used to prevent a customer from exercising a legitimate consumer right.
26. Chargebacks and Payment Disputes
Customers are encouraged to contact Sporadic before initiating a chargeback or payment dispute so that we have a reasonable opportunity to investigate and resolve the matter.
Starting a chargeback does not entitle a customer to keep products that must lawfully be returned.
Sporadic may provide the payment provider with relevant evidence, including:
Order records;
Customer communications;
Proof of dispatch;
Proof of delivery;
Courier tracking;
Product photographs;
Acceptance of website policies; and
Return or refund records.
Nothing in this section prevents a customer from using a lawful dispute-resolution process.
27. Purchases Through Stockists and Third Parties
Where a product was purchased from a Sporadic stockist, reseller, retailer, agent, or third-party platform, the customer should first contact the seller shown on their proof of purchase.
The seller’s own returns procedure may apply to the transaction.
Sporadic may assist with product-quality investigations where appropriate, but cannot necessarily process a refund for money paid directly to an independent business.
Proof of purchase will be required.
28. Proof of Purchase
A valid return or refund request may require one or more of the following:
Order confirmation;
Invoice;
Receipt;
Payment confirmation;
WhatsApp order record;
Customer name and telephone number;
Delivery confirmation; or
Other reliable evidence that the product was purchased from Sporadic or an authorised seller.
Sporadic may refuse a discretionary return where the customer cannot provide reasonable proof of purchase.
This does not remove any right the customer may have where the transaction can be established through other reliable records.
29. Product Recalls
Where Sporadic becomes aware that a product may present a material safety or quality risk, we may:
Contact affected customers;
Publish a recall notice;
Suspend sales;
Request that customers stop using the product;
Arrange collection or return;
Provide disposal instructions; or
Offer a replacement, refund, or other appropriate remedy.
Customers must follow recall instructions promptly and should not continue using a recalled product.
A recall-related return will not be rejected merely because the product was opened, unless the remedy lawfully depends on another relevant factor.
30. Consumer Rights
Nothing in this Policy is intended to deny a customer a remedy where goods:
Were unsafe;
Were defective;
Were of unacceptable quality;
Were unsuitable for their ordinary intended purpose;
Did not match an approved sample or description;
Were incorrectly supplied;
Were damaged before delivery; or
Otherwise failed to comply with mandatory legal standards.
Where the Consumer Protection Act or another applicable law grants the customer a right to a repair, replacement, refund, return at the supplier’s risk and expense, or another remedy, that legislation will take precedence over any inconsistent provision in this Policy.
31. Policy Updates
Sporadic may update this Policy to reflect changes to:
Applicable law;
Our products;
Our delivery arrangements;
Payment methods;
Business procedures; or
Safety and quality-control requirements.
The updated Policy will be published on the Sporadic website with a revised “Last updated” date.
The version applicable to an order will generally be the version in effect when the order was placed, unless a later change is required by law or benefits the customer.
32. Contact Sporadic
Return, exchange, refund, damage, and incorrect-order requests may be submitted through:
Business: Sporadic Adaptoceuticals
Website: www.sporadic.co.za
WhatsApp: 061 905 9813
Facebook: @SporadicLT
Instagram: @sporadic_lemon_tek
When contacting us, please include your proof of purchase, order details, a description of the issue, and clear photographs where relevant.
33. Final Consumer-Rights Statement
This Policy must be interpreted together with applicable South African consumer legislation.
If any provision of this Policy conflicts with a mandatory consumer right, that right will take precedence, and the remaining provisions will continue to apply to the fullest extent permitted by law.