Terms & Conditions

These terms set out the relationship between you and Optimum Health Shop — what you can expect from us, and what we ask of you. They apply every time you browse our website or place an order. Please read them before ordering.

1. Who we are

Optimum Health Shop is an express pharmacy operated by Optimum Health. We are licensed by the South African Pharmacy Council and operate in accordance with the Pharmacy Act 53 of 1974 and the Medicines and Related Substances Act 101 of 1965.

The Electronic Communications and Transactions Act 25 of 2002 (ECT Act) requires us to make the following information available to you:

2. Your account

Creating an account

You can browse the site without an account. To place an order, create an account or check out as a guest. When registering, provide accurate and complete information — incorrect details can delay or prevent us from fulfilling your order. You must be 18 or older to create an account.

Keeping your account secure

Your account is yours. You are responsible for keeping your login credentials confidential and for all activity that happens under your account. If you suspect unauthorised access, notify us immediately at info@myoptimumhealth.co.za. We will never ask for your password by email or phone.

Acceptable use

When using this site, you agree not to:

• Provide false or misleading information during registration, checkout, or when submitting a prescription
• Use someone else’s account or prescription without their permission
• Use the site for any unlawful purpose, including submitting fraudulent orders or payment details
• Attempt to interfere with the site’s security or functionality
• Harvest, scrape, or systematically extract data from any part of the site
• Resell or commercially redistribute products purchased through this site without our written permission

We may suspend or close accounts that breach these terms. Where the violation is serious — fraud, for example — we will do so without advance notice.

3. Ordering products

Product information

We take care to describe products accurately. Product images are illustrative — packaging and labelling may vary depending on the manufacturer’s current batch. If you need specific information about a product (ingredients, allergens, dosage) before ordering, contact our pharmacist and we will help.

Prescription medicines

Certain medicines are only dispensed with a valid prescription from a registered South African healthcare practitioner. This is a legal requirement under the Medicines and Related Substances Act 101 of 1965 — not a policy we can waive. If your order includes a prescription medicine:

• Upload a clear, legible copy of your valid prescription during checkout
• The prescription must be issued in your name, within its validity period, and signed by the prescribing practitioner
• Our pharmacist verifies every prescription before dispensing — this step cannot be skipped
• If we cannot verify your prescription, we will contact you before cancelling the order

Age-restricted products

Some products are restricted to customers aged 18 and over. By adding these to your cart, you confirm that you meet the age requirement. We reserve the right to cancel orders and request proof of age where the law requires it.

Order confirmation and acceptance

After you place an order, you will receive an email confirming we received it. This is not acceptance of your order. We accept your order when we confirm it has been processed and dispatched. We may decline any order — for reasons including stock unavailability, a pricing error, suspected fraud, or an inability to verify a prescription. If we decline your order after payment has been taken, we refund you in full.

4. Your responsibilities as a customer

Purchasing health and wellness products is a personal decision. These responsibilities apply to every order you place:

• Accurate information. Provide correct delivery details, medical information where required, and valid prescription details.
• Correct product selection. You are responsible for choosing the right product for your needs. If unsure, consult your healthcare practitioner or our pharmacist before ordering.
• Proper storage. Follow the storage instructions supplied with each product. We are not responsible for products that deteriorate due to improper storage after delivery.
• Usage instructions. Use products as directed on the label and as advised by your healthcare practitioner. Do not exceed recommended dosages.
• Your health decisions. Our team can provide product information and general guidance, but this does not replace advice from your doctor or pharmacist.
• Reporting adverse reactions. If you experience an unexpected adverse reaction, stop using the product and seek medical attention. Report serious adverse events to SAHPRA at www.sahpra.org.za.

5. Payments and pricing

Accepted payment methods

• Credit and debit cards (Visa, Mastercard)
• Instant EFT via our payment gateway
• Electronic funds transfer (EFT) — please use your order number as the payment reference

Payment security

All transactions are processed through a PCI DSS-compliant payment gateway. Your card details are encrypted using SSL technology and are never stored on our servers. We do not have access to your full card number.

When payment is charged

Payment is processed at the time you place your order. If we cannot fulfil your order — because a prescription cannot be verified, a product is out of stock, or we detect a problem — we refund you in full within 5 to 7 business days using the same payment method.

Pricing and VAT

All prices shown on the site include VAT at the applicable rate. Delivery charges are shown separately during checkout. All transactions are in South African Rand (ZAR). If we discover a pricing error after you have placed an order, we will notify you and give you the choice to confirm at the correct price or receive a full refund.

6. Delivery and shipping

Where we deliver

We deliver throughout South Africa via The Courier Guy. Some remote areas have limited courier access — if we cannot reach your address, we will let you know before processing your payment. We do not deliver outside South Africa.

Products that cannot be delivered

Certain products must be collected from our pharmacy and cannot be dispatched via courier:

• Schedule 5 and Schedule 6 medicines
• Refrigerated and cold-chain products where same-day delivery is unavailable in your area
• Products that require pharmacist consultation before dispensing

Estimated delivery times

These estimates do not account for delays caused by courier services, public holidays, adverse weather, or circumstances outside our control. For time-sensitive medicines, contact us before ordering.

Delivery responsibility

Risk in your order passes to you when the courier collects it from our pharmacy. If your order arrives damaged or is lost in transit, notify us within 48 hours of the scheduled delivery date. You are responsible for providing an accurate delivery address; re-delivery charges may apply for incorrect addresses.

Receiving your order

A responsible adult (18 years or older) may receive your order on your behalf. For prescription medicines, the recipient may be asked to provide their name and sign for the delivery, as required by pharmacy law.

7. Returns and refunds

We want you to be satisfied with every purchase. Our returns policy complies with the Consumer Protection Act 68 of 2008.

When you can return a product

You may return a product within 30 days of delivery if it:

• Is defective, damaged, or not fit for the purpose described
• Does not match its product description or your order
• Arrived with a broken tamper-evident seal, tampered packaging, or past its expiry date

When we cannot accept a return

For safety, hygiene, and legal reasons, we cannot accept returns of:

• Opened or used medicines — prescription or over-the-counter
• Products where the tamper-evident seal has been broken (unless the product itself is defective)
• Refrigerated or cold-chain products once they have left our custody
• Compounded or specially prepared medicines
• Products returned after 30 days from delivery
• Products damaged due to improper storage or handling after delivery

How to return a product

Do not return a product without first contacting us at info@myoptimumhealth.co.za or 064 738 5790 within the return window. Provide your order number and describe the issue; our team will issue a return authorisation number. Approved refunds are processed within 7 to 10 business days of receiving and inspecting the returned product, to the original payment method.

8. Your personal information

We process your personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA). The key points:

• We collect only the personal information we need to process your order and comply with pharmacy records requirements
• We do not sell your personal information to any third party
• We share information with courier partners and payment processors only to the extent necessary to fulfil your order
• You have the right to access, correct, and request deletion of your personal information
• Pharmacy dispensing records must be retained as required by the Pharmacy Act 53 of 1974 — these records fall outside deletion requests

To exercise your POPIA rights, contact our Information Officer at info@myoptimumhealth.co.za.

9. Intellectual property

The Optimum Health Shop name, logo, website design, content, and product descriptions are owned by Turbo Max (Pty) Ltd or used with permission, and are protected by South African copyright and trademark law. You may use this site for personal, non-commercial purposes only. Product images and descriptions supplied by manufacturers remain the intellectual property of those manufacturers.

10. Limitation of liability

To the extent permitted by South African law, our liability to you is limited to the purchase price of the specific product that caused the loss or damage. We are not liable for indirect, consequential, or special damages; loss of income or business opportunity; harm resulting from using a product contrary to the advice of your healthcare practitioner; or delays or losses caused by third-party courier services.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other matter where limiting liability is prohibited by law. Your rights under the Consumer Protection Act 68 of 2008 are not diminished by these terms.

11. Resolving disputes

If something goes wrong, contact us first — most issues resolve quickly. We acknowledge complaints within 2 business days and aim to resolve them within 10 business days.

If we cannot resolve your complaint, you may refer the matter to the South African Pharmacy Council (pharmcouncil.co.za), the National Consumer Commission (thencc.gov.za), the Consumer Goods and Services Ombud (cgso.org.za), or the Information Regulator (inforegulator.org.za). These terms are governed by the laws of the Republic of South Africa.

12. Changes to these terms

We may update these terms from time to time — to reflect changes in law, our services, or our policies. When we make material changes, we will notify registered account holders by email and update the ‘last updated’ date at the top of this page. Continuing to use the site after changes are published means you accept the updated terms.

13. General

If any provision of these terms is found to be unenforceable, it will be adjusted to the minimum extent necessary to make it enforceable, and all other provisions remain in full effect. These terms, together with our Privacy Policy and Medical Disclaimer, form the complete legal framework governing your use of this site. Where these terms are silent, South African law applies.

14. Contact us