Online Health — Shipping Legal Terms & Disclaimers

1. DELIVERY & RISK TRANSFER

Risk & Ownership

Risk of loss and title to products passes to you (the customer) upon handover to the carrier or upon delivery to your address, whichever is earlier. Once handed to the courier (DHL, Global Mail, Postnet, or door delivery service), Online Health is not responsible for loss, theft, damage, or delay caused by the carrier.

Delivery Timeframes

• All delivery times quoted are estimates only and are not guaranteed.
• Delivery timeframes are measured in business days only — weekends, public holidays, and courier closure dates do not count as business days.
• We are not responsible for delays caused by:
  • Customs clearance or border control (international orders)
  • Courier carrier delays or service interruptions
  • Adverse weather, natural disasters, or force majeure events
  • Incomplete or inaccurate delivery address information
  • Customer unavailability for delivery attempts

Processing Time

Processing times (preparation and handover to courier) are in addition to delivery times quoted. Orders are typically processed within 1–2 business days after payment and order confirmation. Urgent or large orders may take longer.

2. SHIPPING RATES & PRICING

Local South Africa (ZAR)

Postnet Collection

• Coverage: Nationwide
• Weight limit: Up to 5kg
• Cost: R109
• Timeframe: 2–3 business days
• Details: Collection at nearest Postnet branch during business hours

Door Delivery (Light)

• Coverage: Nationwide
• Weight limit: Up to 5kg
• Cost: R290
• Timeframe: 2–3 business days

Door Delivery (Heavy)

• Coverage: Nationwide
• Weight limit: 5–10kg
• Cost: R360
• Timeframe: 2–3 business days

Over 10kg

• Coverage: Nationwide
• Weight limit: 10kg+
• Cost: Contact support for quote
• Timeframe: 2–3+ business days

DHL Express Easy (ZAR) — International

Rates effective 15 April 2026. Weight-based pricing by zone.

Zones

Zone 1 (Sub-Saharan Africa): Angola, Botswana, Burundi, Cameroon, Chad, Comoros, Congo, DRC, Djibouti, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Côte d’Ivoire, Kenya, Lesotho, Liberia, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mozambique, Namibia, Niger, Nigeria, Rwanda, Senegal, Seychelles, Sierra Leone, Somalia, South Sudan, Sudan, Tanzania, Togo, Uganda, Zambia, Zimbabwe, others.

Zone 2 (Europe, Middle East, UK): Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, UK, Iceland, Norway, Switzerland, Liechtenstein, Andorra, Monaco, San Marino, Vatican, Albania, Bosnia, North Macedonia, Montenegro, Serbia, Moldova, Ukraine, Russia, Belarus, Turkey, Bahrain, Israel, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, UAE, Yemen, Palestine, others.

Zone 3 (North America): Canada, Mexico, United States.

Zone 4 (Rest of World): All other destinations.

DHL Rates by Weight

0.5kg (Tier 1)

• Zone 1 (Africa): R655
• Zone 2 (EU/ME/UK): R815
• Zone 3 (N.America): R915
• Zone 4 (Rest of World): R1,155

1.5kg (Tier 2)

• Zone 1: R1,265
• Zone 2: R1,585
• Zone 3: R1,725
• Zone 4: R2,255

2.5kg (Tier 3)

• Zone 1: R2,035
• Zone 2: R3,195
• Zone 3: R3,365
• Zone 4: R4,290

5kg (Tier 4)

• Zone 1: R2,755
• Zone 2: R3,395
• Zone 3: R4,415
• Zone 4: R5,440

10kg (Tier 5)

• Zone 1: R3,420
• Zone 2: R4,090
• Zone 3: R5,110
• Zone 4: R6,135

15kg (Tier 6)

• Zone 1: R4,785
• Zone 2: R5,725
• Zone 3: R7,155
• Zone 4: R8,590

20kg (Tier 7)

• Zone 1: R5,540
• Zone 2: R7,365
• Zone 3: R9,210
• Zone 4: R11,045

25kg (Tier 8)

• Zone 1: R6,390
• Zone 2: R9,000
• Zone 3: R11,255
• Zone 4: R13,495

Parcels over 25kg are automatically split (no extra charge). Example: 30kg = 25kg (R6,390) + 5kg (R2,755) = R9,145 to Zone 1.

Examples:

• 250g to UK (Zone 2): Tier 1 = R815
• 1kg to USA (Zone 3): Tier 2 = R1,725
• 3kg to Australia (Zone 4): Tier 3 = R4,290

Global Mail (ZAR) — International Budget Service

Rates effective April 2026. Maximum 1kg per parcel.

Zones

UK & Ireland: GB, IE

Western Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Liechtenstein, Andorra, Monaco, San Marino, Vatican, Norway, Iceland

Eastern Europe & Middle East: Albania, Bosnia, North Macedonia, Montenegro, Serbia, Moldova, Ukraine, Russia, Belarus, Turkey, Palestine

North America: Canada, Mexico, United States

Rest of World: All other destinations

SADC (Southern Africa): Namibia, Botswana, Eswatini

Global Mail Rates by Weight

0–30g

• UK: R143.10
• W. Europe: R143.10
• E. Europe: R143.10
• N. America: R143.10
• Rest of World: R153.70
• SADC: R59.40

40g

• UK: R143.10
• W. Europe: R143.10
• E. Europe: R143.10
• N. America: R143.10
• Rest of World: R153.70
• SADC: R59.40

50g

• UK: R143.10
• W. Europe: R143.10
• E. Europe: R143.10
• N. America: R143.10
• Rest of World: R153.70
• SADC: R59.40

60g

• UK: R143.10
• W. Europe: R143.10
• E. Europe: R143.10
• N. America: R143.10
• Rest of World: R153.70
• SADC: R59.40

70g

• UK: R143.10
• W. Europe: R143.10
• E. Europe: R143.10
• N. America: R143.10
• Rest of World: R153.70
• SADC: R66.22

80g

• UK: R143.10
• W. Europe: R143.10
• E. Europe: R143.10
• N. America: R143.10
• Rest of World: R153.70
• SADC: R73.04

90g

• UK: R143.10
• W. Europe: R143.10
• E. Europe: R143.10
• N. America: R143.10
• Rest of World: R153.70
• SADC: R79.86

100g

• UK: R143.10
• W. Europe: R143.10
• E. Europe: R143.10
• N. America: R143.10
• Rest of World: R153.70
• SADC: R86.68

101–200g

• UK: R213.30
• W. Europe: R236.52
• E. Europe: R279.56
• N. America: R294.30
• Rest of World: R213.30
• SADC: R164.70

201–300g

• UK: R319.95
• W. Europe: R354.78
• E. Europe: R419.34
• N. America: R441.45
• Rest of World: R319.95
• SADC: R247.05

301–400g

• UK: R426.60
• W. Europe: R473.04
• E. Europe: R559.12
• N. America: R588.60
• Rest of World: R426.60
• SADC: R329.40

401–500g

• UK: R533.25
• W. Europe: R591.30
• E. Europe: R698.90
• N. America: R735.75
• Rest of World: R533.25
• SADC: R411.75

501–600g

• UK: R639.90
• W. Europe: R709.56
• E. Europe: R838.68
• N. America: R882.90
• Rest of World: R639.90
• SADC: R494.10

601–700g

• UK: R746.55
• W. Europe: R827.82
• E. Europe: R978.46
• N. America: R1,030.05
• Rest of World: R746.55
• SADC: R576.45

701–800g

• UK: R853.20
• W. Europe: R946.08
• E. Europe: R1,118.24
• N. America: R1,177.20
• Rest of World: R853.20
• SADC: R658.80

801–900g

• UK: R959.85
• W. Europe: R1,064.34
• E. Europe: R1,258.02
• N. America: R1,324.35
• Rest of World: R959.85
• SADC: R741.15

901–1000g (1kg max)

• UK: R1,066.50
• W. Europe: R1,182.60
• E. Europe: R1,397.80
• N. America: R1,471.50
• Rest of World: R1,066.50
• SADC: R823.50

Maximum weight: 1kg (1000g). Parcels over 1kg are not eligible for Global Mail.

Examples:

• 50g to Namibia (SADC): R59.40
• 250g to UK: R143.10
• 500g to Western Europe: R591.30
• 1kg to North America: R1,471.50

Delivery Times

Local South Africa

• Postnet Collection: 2–3 business days
• Door Delivery: 2–3 business days

DHL Express Easy

• Sub-Saharan Africa: 3–5 business days
• Europe, Middle East, UK: 3–5 business days
• North America: 5–7 business days
• Rest of World: 7–10 business days

Global Mail

• UK & Ireland: 3–7 business days
• Western Europe: 3–7 business days
• Eastern Europe: 7–12 business days
• North America: 5–10 business days
• Rest of World: 6–15 business days
• SADC: 4–10 business days

Note: Times are in business days only. Weekends, public holidays, and courier closures do not count.

Quick Price Comparison

Best budget option by weight:

50g: SADC via Global Mail = R59.40 (vs DHL R655)

250g: Global Mail any zone = R143–R279 (vs DHL R655–R815)

500g: Global Mail any zone = R411–R735 (vs DHL R1,265–R2,255)

1kg: Global Mail North America = R1,471.50 (vs DHL R1,725)

Over 1kg: Only DHL available (Global Mail max 1kg)

Pricing Policy

• Currency: All rates in ZAR (South African Rand)
• Effective date: Rates shown above are current as of May 2026
• Rate changes: Rates may change without notice — the rate charged is the rate displayed at checkout when you place your order
• Weight measurement: Final billing by carrier; Online Health estimates are reference only
• No refunds for rate changes: If rates change after your order, you are not eligible for a refund of the difference

Customer Responsibility

International customers are entirely responsible for:

• Any customs duties and import taxes imposed by their country of destination
• Any handling fees charged by customs brokers or their country’s authorities
• Any additional costs imposed by the destination country’s postal/courier service

These charges are not included in the shipping cost quoted at checkout.

Customs Clearance

Online Health has no control over customs clearance processes. Customs may:

• Inspect, open, or delay packages
• Impose additional duties or taxes not declared on the shipping label
• Hold packages pending documentation or payment

You are responsible for paying these charges to the carrier or customs officials on delivery.

Declared Value

Packages are declared with their retail purchase value for customs purposes only. This declaration is not insurance and does not guarantee compensation if the package is lost or damaged. See Section 4: Loss & Damage below.

3. SHIPPING METHOD TERMS

Local South Africa (Postnet, Door Delivery)

• Postnet Collection: Parcels up to 5kg. Collection is at your nearest Postnet branch during business hours. Online Health is not responsible for delays in processing or availability.
• Door Delivery: Courier will attempt delivery once. You are responsible for providing an accessible address. Failed delivery attempts due to incomplete address or customer unavailability are your responsibility, and redelivery fees may apply.

DHL Express Easy (International)

• Rates are calculated based on parcel weight as measured by DHL.
• Parcels exceeding 25kg are automatically split into multiple shipments at no additional cost.
• DHL’s standard terms and conditions apply. Visit dhl.co.za for full terms.
• Delivery estimates are provided by DHL and may not be met due to customs delays or other factors outside our control.

Global Mail (International)

• Limited to maximum 1kg (1000g) per parcel. Parcels exceeding 1kg are not eligible for Global Mail and must use DHL Express Easy.
• Global Mail is a budget service with longer delivery times than DHL. Delivery estimates are indicative only.
• Global Mail does not provide tracking to the same level of detail as DHL.
• Visit RemailIT’s website for full terms and conditions.

4. LOST, DAMAGED & DELAYED PACKAGES

Your Responsibility

Report to the carrier directly. Online Health does not accept liability for:

• Packages lost by the courier
• Packages damaged in transit
• Packages delayed beyond estimated delivery windows
• Packages opened, inspected, or retained by customs

You must open a claim with the carrier (DHL, Global Mail, Postnet, or door delivery service) within the timeframe specified in their terms. Online Health will assist with information but cannot process claims or guarantee recovery.

How to Report

1. Take photos of the damaged parcel and contents (if applicable)
2. Contact the carrier with your tracking number and order details
3. Provide Online Health with your claim reference number so we can assist if needed

Online Health’s Liability

Online Health’s liability for shipping-related issues is limited to the shipping cost paid. We are not responsible for:

• The replacement value of lost or damaged goods
• Your inconvenience or time spent on claims
• Consequential or indirect damages

If a package is confirmed lost or undeliverable after carrier claim procedures, we may offer:

• A refund of the shipping cost only, OR
• A resend via the same method (at your cost if you choose a different carrier)

5. DAMAGED GOODS ON ARRIVAL

Your Responsibility Upon Delivery

• Inspect packages immediately upon receipt for visible damage
• Do not refuse delivery or dispose of the package without documenting damage
• Take photos of the external packaging and any damage before opening

Reporting Damage

1. Within 48 hours of delivery, contact support with:
   • Your order number
   • Photos of the damaged packaging and product
   • A description of the damage
2. We will assess the damage and determine if it was in transit or a product defect
3. In-transit damage claims must be made through the carrier (see Section 4)
4. Product defect claims are handled under our standard Returns & Refunds policy (not a shipping issue)

Timeline

Claims reported more than 7 days after delivery may not be eligible for courier compensation and will be handled as a product return instead.

6. INSURANCE & LOSS PROTECTION

No Automatic Insurance

Standard shipping does not include insurance. Packages are shipped at risk.

Optional Insurance (DHL Only)

If available in your region, DHL offers optional declared-value insurance at an additional cost. Contact support before checkout if you wish to add insurance to a DHL shipment. This is not available for Global Mail.

What Insurance Covers

Insurance (if purchased) covers loss or total damage only. It does not cover:

• Partial damage
• Delayed delivery
• Customs seizure or duties
• Acts of war, terrorism, or civil unrest

7. RESTRICTED & PROHIBITED ITEMS

Items We Cannot Ship

We do not ship the following via standard international services (DHL or Global Mail):

• Liquids, gels, or aerosols (unless specifically marked safe for air transport)
• Hazardous materials (including certain supplements, oils, or chemical products)
• Controlled substances (prescription items require shipping approval)
• Temperature-sensitive items (unless insulated shipping is purchased separately)
• Fragile items (glass bottles, certain medical devices)

Your Responsibility

You are responsible for:

• Ensuring products you order comply with your destination country’s import laws
• Declaring controlled items and obtaining any required permits
• Informing Online Health if you have special handling requirements

If you breach these restrictions, customs may:

• Seize the package
• Return it to Online Health (at your cost)
• Impose fines or penalties on you

Online Health is not responsible for packages seized or returned due to prohibited items.

8. SPECIAL HANDLING & ADDITIONAL SERVICES

Temperature-Sensitive Products

Some products (e.g., certain supplements, probiotics, vaccines) may require temperature-controlled shipping. Standard shipping is not temperature-controlled.

You assume all risk for temperature damage unless you have:

1. Requested insulated packaging at additional cost (where available)
2. Chosen expedited shipping to minimise exposure time
3. Been advised by Online Health that special handling is essential

Contact support if you have temperature-sensitive items before checkout.

Fragile Items

Fragile items (glass bottles, certain medical devices) are shipped in standard packaging unless upgraded fragile packaging is requested and paid for. Online Health cannot guarantee safe arrival of fragile items without upgraded packaging.

9. ADDRESS & DELIVERY LOCATION

Your Responsibility

You are responsible for providing:

• A complete and accurate delivery address
• Clear building/unit identification (apartment number, gate code, etc.)
• Accessible delivery location (couriers will not climb stairs or enter secured areas beyond normal lobby access)
• Recipient name and contact number so the courier can reach you

Delivery to unconfirmed, incorrect, or inaccessible addresses is your responsibility. If delivery fails:

• The courier may return the package to Online Health
• You may be charged a redelivery or return fee
• Online Health is not responsible for recovering the package

Delivery Attempts

Couriers typically attempt one delivery. If unsuccessful:

• Local SA: Contact the carrier to arrange redelivery or collection
• International: Contact DHL or Global Mail directly to arrange redelivery

Redelivery fees may apply and are your responsibility.

10. RETURNS & EXCHANGES — SHIPPING COSTS

Return Shipping Cost

You are responsible for the cost of return shipping unless:

• The product arrived damaged (courier damage claim applies)
• The product is defective (manufacturer warranty claim)
• We made an error in your order (Online Health covers return cost)

Return Process

1. Contact support for a return authorisation number (RMA)
2. Ship the item back at your cost using your choice of carrier
3. Include proof of postage and your RMA number
4. Return shipping is non-refundable; only the product cost is refunded once received and inspected

International Returns

Returns from outside South Africa are not recommended due to cost. Contact support to discuss options — we may offer a refund in place of a return in some cases.

11. FORCE MAJEURE & EXCEPTIONAL CIRCUMSTANCES

Suspension of Service

Online Health may suspend or delay shipping in the event of:

• Natural disasters, extreme weather, or climate events
• War, terrorism, civil unrest, or government action
• Courier service strikes or failures
• Pandemic, epidemic, or public health emergency
• Infrastructure failure or utility outages

In such cases:

• We will notify you of delays as soon as possible
• Your order will be processed once normal service resumes
• No refund or compensation is due for delays caused by force majeure

12. LIMITATION OF LIABILITY

Online Health’s Total Liability

Online Health’s total liability for any shipping-related issue is limited to the shipping cost paid, or refund of the product cost, whichever is lower.

We are not liable for:

• Lost profits or business interruption
• Inconvenience or emotional distress
• Indirect, incidental, special, or consequential damages
• Third-party claims or injuries
• Acts of carriers, customs, or government authorities

This limitation applies even if we have been advised of the possibility of such damages.

13. CARRIER TERMS & DISCLAIMERS

DHL Express Easy

By using DHL, you agree to DHL’s standard terms and conditions available at dhl.co.za. Key terms:

• Liability is limited to the declared value of the shipment
• Customs clearance is your responsibility
• Claims must be made within 30 days of delivery or non-delivery

Global Mail

By using Global Mail, you agree to RemailIT/Global Mail’s standard terms. Consult their website for details on:

• Claims procedures and timeframes
• Weight and dimension limitations
• Prohibited items and customs restrictions

Local Couriers (Postnet, Door Delivery)

Local couriers operate under their own terms. Online Health acts as your agent; claims must be made with the carrier directly.

14. DISPUTE RESOLUTION

Jurisdiction & Applicable Law

These shipping terms are governed by the laws of South Africa. Any disputes arising from shipping services are subject to South African law and the jurisdiction of the South African courts.

Dispute Process

1. Contact support with full details of your dispute and supporting documentation
2. We will investigate and respond within 10 business days
3. If unresolved, disputes may be escalated to the relevant carrier or regulatory authority

Consumer Rights

You have rights under South Africa’s Consumer Protection Act, 2008, and National Consumer Commission regulations. For complaints, contact:

• National Consumer Commission: www.ncc.org.za
• Email: complaints@ncc.org.za

15. CHANGES TO SHIPPING TERMS

Online Health reserves the right to:

• Change shipping methods or carriers
• Update rates and delivery estimates
• Modify these terms at any time

Continued use of our shipping services after any update constitutes acceptance of the revised terms.

16. CONTACT & SUPPORT

Shipping Disputes or Claims

Email: support@onlinehealth.co.za
Phone: [Your phone number]
WhatsApp: [Your WhatsApp number]

Response time: 1–2 business days

For Carrier Claims

Contact the carrier directly using your tracking number:

• DHL: dhl.co.za or your tracking email
• Global Mail: RemailIT website/support
• Postnet: Your Postnet branch or postnet.co.za
• Door Delivery: Contact details in your tracking email

17. INTERPRETATION

Headings

Headings in this document are for convenience only and do not affect interpretation.

Severability

If any provision of these terms is found to be unenforceable, the remainder shall continue in full force and effect.

Entire Agreement

These shipping terms, together with our Terms & Conditions and Returns Policy, constitute the entire agreement regarding shipping. They supersede any prior oral or written shipping agreements.

Last Updated: May 2026
Effective Date: 29 May 2026

For the most current version of these terms, visit onlinehealth.co.za/shipping

QUICK REFERENCE: YOUR KEY RESPONSIBILITIES

✓ Provide accurate delivery address
✓ Inspect packages on arrival for damage
✓ Report damage or issues within 48 hours
✓ Pay customs duties on international orders
✓ Obtain necessary import permits for restricted items
✓ Contact carrier directly for loss or delay claims
✓ Keep proof of postage for returns