Refund policy

Returns Policy

Last updated: 6 October 2026

Seller details
Rally is a trading name of Goated Collective (Pty) Ltd
Campus, University of Cape Town, Rondebosch, 7701
Email: team@rallyrecovery.co.za

1. Change of mind

Rally products are consumable beverages. For hygiene and food-safety reasons, we do not offer refunds, returns or exchanges if you simply change your mind, order the wrong item, or don't enjoy the taste. Please check your order carefully before you pay.

2. Your rights are protected

Section 1 does not limit any rights you have under the Consumer Protection Act (CPA) or other South African law. Where this policy and the law differ, the law applies.

3. When you are entitled to a refund or replacement

You are entitled to a remedy if the product:

Is defective, damaged, leaking, contaminated, tampered with or unsafe.
Is past its best-before date when delivered, or otherwise not of good quality.
Does not match its description, label or what we advertised.
Is not what you ordered, or the quantity is wrong or items are missing.
Was not delivered within the agreed time, or within a reasonable time where none was agreed. See our Shipping & Delivery Policy.

Your remedy: At your choice, we will replace the product or refund the full price you paid. You do not pay for this: any collection, return or inspection is at our risk and expense, and we will not charge you a fee or penalty.

Time limit: For defective, unsafe or poor-quality products, you may claim within six months of delivery. We do not impose a shorter deadline. Reporting a problem promptly helps us investigate and protect other customers, but late reporting within that period will not cost you your rights.

4. How to make a claim

Email team@rallyrecovery.co.za with:

Your order number and the email address used to order.
A short description of the problem.
Photos of the product and packaging, and the batch number and best-before date on the label, if you can.

If you have already consumed the product, still contact us. We may ask for the packaging or photos and will not refuse a claim only because the product was opened or consumed. Please keep any remaining product and packaging until we respond, as we may ask to inspect it. We will arrange and pay for collection if needed.

5. What happens next

We will respond to your email within 1 business day.
Once we agree the problem is valid, we will provide your chosen replacement or refund within 7 business days.
Refunds are paid to the original payment method. Your bank may take 5 to 10 business days to show them.
If we disagree that the product is faulty, we will explain why in writing and tell you where you can take the matter further (see section 9).

6. Cancelling before delivery

You may cancel your order before it has been dispatched by emailing us as soon as possible, and we will refund you in full. Once an order is out for delivery, section 1 applies unless section 3 does.

7. Cooling-off rights

The 7-day online cooling-off right in the Electronic Communications and Transactions Act does not apply to foodstuffs and beverages intended for everyday consumption that are supplied to your home, residence or workplace. If any cooling-off right does apply to your purchase by law, we will honour it.

8. Your health and safety

Please read the label, including the ingredients and allergen information, before use. If you feel unwell after using a Rally product, stop using it, seek medical advice if needed, and email us with the batch number so we can investigate. Nothing in this policy limits any right you have to claim for harm caused by an unsafe or defective product.

If we recall a batch of Rally for safety reasons, we will notify affected customers by email and refund them in full.

9. If we can't resolve a complaint

Please contact us first so we can try to fix it. If you remain unhappy, you may approach the National Consumer Commission, the Consumer Goods and Services Ombud, or your provincial consumer protection office.