Refunds and Returns
Thank you for ordering from RumiStim.
We want the ordering process to be clear, fair, and practical. Because RumiStim is a packaged animal probiotic product, returns and refunds are handled carefully to protect product quality, customer confidence, and safety.
Please read this policy before placing an order.
General policy
We accept refund and return requests only in the circumstances set out below.
Because RumiStim is a sealed packaged product, we cannot automatically accept returns once goods have been opened, used, damaged after delivery, or stored incorrectly after receipt.
If there is a problem with your order, please contact us as soon as possible so we can review it and help with the next step.
Returns eligibility
A return may be considered if:
- you received the wrong product
- you received the wrong pack size
- your order arrived damaged
- your order arrived with packaging that was torn, leaking, or clearly compromised
- your order was incomplete
- the goods were defective on delivery
- the goods were not what you ordered
To be eligible for a return review:
- the product must be unused
- the product must be in its original packaging
- the product must still be sealed where applicable
- you must contact us within a reasonable time after delivery
- you must provide your order number and clear photos of the issue
Non-returnable items
For hygiene, safety, and product-integrity reasons, we do not accept returns for:
- opened products
- used products
- partially used products
- products returned without original packaging
- products damaged after delivery due to incorrect handling or storage
- products ordered in the wrong quantity or pack size by the customer, where the order was supplied correctly
- change-of-mind purchases, unless we agree otherwise in writing
- bulk or special-order items that were packed, prepared, or supplied specifically for a confirmed order, unless they arrived incorrect or damaged
Damaged, incorrect, or incomplete orders
If your order arrives damaged, incorrect, or incomplete, please contact us as soon as possible and include:
- your order number
- your name
- your contact number
- the product received
- the pack size received
- clear photos of the packaging and issue
- a short explanation of the problem
We will review the issue and, where appropriate, may offer one of the following:
- replacement of the affected item
- refund for the affected item
- store credit
- another reasonable solution depending on the order and the issue reported
Do not discard the product or packaging until we have had a chance to review the issue.
Refunds
If a refund is approved, it will usually be processed back through the original payment method used for the order, unless another method is agreed.
Refunds may be full or partial depending on the issue, including:
- incorrect item supplied
- missing item
- confirmed product defect on delivery
- confirmed delivery damage
- approved cancellation before dispatch
We reserve the right to decline a refund request where:
- the order was supplied correctly
- the product was opened or used
- the issue was reported too late to assess fairly
- the product was damaged after delivery
- insufficient information or proof was provided to review the claim
Exchanges and replacements
Where appropriate, we may offer a replacement instead of a refund.
This is most likely where:
- the wrong item was sent
- the wrong size was sent
- an item was damaged in transit
- part of the order was missing
Replacement decisions are made case by case.
Change-of-mind orders
Because RumiStim is a packaged product supplied for animal use, change-of-mind returns are not automatically accepted.
If you ordered the wrong item or wrong quantity and the order has not yet been dispatched, contact us immediately. If the order has not yet been packed or sent, we may be able to assist.
If the order has already been dispatched, packed specifically for you, or delivered, a return or refund for change of mind may not be possible.
Bulk, reseller, and trade orders
Bulk, reseller, and trade orders are handled more carefully due to quantity, packing, and order preparation.
For larger orders:
- please confirm pack sizes, quantities, and order details carefully before payment or dispatch
- special packing, bulk preparation, or trade-supply orders may not be cancellable once confirmed
- approved returns or refund requests for bulk orders will be reviewed case by case
If there is a problem with a bulk order, contact us immediately with:
- order number
- quantity affected
- pack sizes affected
- photos where relevant
- a clear description of the issue
Cancellations
You may request cancellation before your order has been dispatched.
If the order has not yet been processed or packed, we may be able to cancel it and issue a refund.
If the order has already been packed, prepared, or dispatched, cancellation may no longer be possible, especially for bulk or trade orders.
Return shipping
If a return is approved, we will advise you on the return process.
Unless the return is due to our error or a confirmed product issue on delivery, return shipping costs may be the responsibility of the customer.
Do not send products back without contacting us first and receiving return guidance.
Unauthorized returns may not be accepted.
Product handling and storage
To protect product quality, customers are responsible for handling and storing the product appropriately after delivery.
We cannot accept responsibility for issues caused after delivery by:
- incorrect storage
- exposure to moisture, heat, sunlight, or contamination
- damaged packaging caused after receipt
- use inconsistent with supplied guidance
Timeframe for reporting issues
Please report delivery, packaging, or order issues as soon as possible after receiving your order.
The sooner you contact us, the easier it is for us to assess the issue fairly and help resolve it.
For best results, contact us immediately after delivery if anything appears incorrect, damaged, or incomplete.
How to contact us
For refund and return requests, please contact us with your order details.
WhatsApp: 073 094 4285
Email: admin@ecoanalytics.org.za
Email: barend@ecoanalytics.org.za
Please include:
- your order number
- your full name
- your contact details
- the issue
- photos where relevant
For bulk or trade orders, please also include:
pack size affected
business or farm name
quantity affected
Our approach
We aim to handle all refund and return matters fairly, practically, and as quickly as possible.
Our goal is to protect both:
- the integrity of the product, and
- the confidence of the customer
If something has gone wrong with your order, contact us and we will review it carefully.