Terms of supply

This platform is operated by GenX Clinics, of 2nd Floor, Lifestyle on Kloof, 50 Kloof Street, Gardens, Cape Town, South Africa (“we”, “us”). You can reach us on +27 66 107 7224 or through the contact page.

They apply to every order placed through this site. Creating a profile or placing an order means you accept them. They do not replace the terms of any consultation or clinical service provided at the clinic, which are separate.

• You must be 18 or older.
• You must be ordering for yourself, or for someone you are lawfully entitled to order for, and you must tell us which.
• We deliver within South Africa only.
• Items requiring a prescription may only be ordered where a registered practitioner has assessed you and prescribed them.
• You may not resell anything supplied through this platform.

Your profile is tied to your email address and secured by a one-time code sent to it. Keep access to that inbox secure: anyone who can read your email can sign in as you. Tell us immediately if you believe somebody else has had access, and do not share your codes with anyone, including anyone claiming to be us — we will never ask you for one.

Keep your details accurate. A delivery address that is wrong is the single most common reason an order goes astray, and a medical history that is out of date is a clinical risk rather than an administrative one.

Nothing on this site is medical advice, and no page here is a substitute for a consultation. Product information describes what a product is; it does not tell you whether it is appropriate for you.

Prescription items are supplied against a prescription written by a practitioner who has assessed you. We may decline or hold an order where the prescription has lapsed, where the item does not match what was prescribed, where a clinician needs to review your record first, or where supplying it would in our clinical judgement be unsafe. We will tell you why.

Tell your clinician about everything else you take. If you have an adverse reaction, stop, seek medical attention, and tell us so the batch can be reviewed.

• Prices are in South African rand and include VAT at the prevailing rate.
• Prices are visible once you have a profile. They may change, and the price shown at checkout is the one that applies to that order.
• Delivery is quoted separately at checkout before you confirm.
• Obvious pricing errors are not binding: if an item is listed at a price that is clearly wrong, we will contact you before processing rather than fulfil or cancel silently.

Placing an order is an offer to buy. A contract is formed when we confirm dispatch, not when you check out and not when payment is taken. Until then we may decline the order — for the clinical reasons above, because an item is unavailable, or because we cannot verify the details — and anything you have paid is refunded in full.

Your order confirmation and the order timeline in your account are the record of what was ordered and at what price.

A clinician may place items in your cart during or after a consultation, with a note. That is a proposal, not an order: it costs nothing, commits you to nothing, and you may change or remove anything in it. Only you can check out. No member of staff can complete a purchase on your behalf, including while assisting you inside your account.

Payment is due before an order is prepared. Card details are never held on our systems; where card payment is offered it is processed by a payment provider and we retain only the card brand, last four digits and expiry so that you can identify a saved card. Where an order is settled by bank transfer, it is prepared once the funds reflect in our account.

• A repeat is created only by you, at checkout, and only for items that support one.
• Nothing is charged until you have added a payment method yourself. A repeat with no payment method remains pending.
• You may pause, skip, amend or cancel a repeat at any time from your account, and a change made at least 3 working days before the next delivery is prepared applies to that delivery.
• Each cycle is priced at the time it is prepared, and we will tell you before a recurring amount changes.
• If a payment fails we retry on a published schedule and notify you each time. After the final attempt the repeat is suspended rather than cancelled, so nothing is lost.
• Your clinician may amend the items on a repeat where your prescription changes. You will see what changed and who changed it.

Delivery timescales are estimates, not guarantees, and depend on the carrier. Risk in the goods passes to you when they are delivered to the address you gave us and signed for; ownership passes when we have received payment in full.

If nobody is available to sign and the carrier cannot deliver, re-delivery may be chargeable, and a cold-chain parcel that has been in transit too long will be replaced rather than re-delivered. How delivery works →

We do not take returns and we do not give refunds. If an item arrives wrong, damaged or temperature-compromised, report it within the time on the returns page and we will tell you what we are doing about it. Nothing in this section limits a right the law gives you that cannot be excluded. The returns policy → forms part of these terms.

• Do not attempt to access another person's record, or any part of the system you have not been given access to.
• Do not scrape, copy or republish the catalogue, the research writing or the certificates of analysis.
• Do not interfere with the operation or security of the site.
• Report any vulnerability you find to us rather than exploiting it. We will not pursue anyone who reports a problem responsibly and does not access other people's data.

The text, illustrations, research writing and design of this site belong to us or to our licensors. You may read, print and share pages for your own use. You may not reproduce them commercially or present them as your own.

We are responsible for supplying what you ordered, in the condition described, and for the consequences of failing to do so. We are not responsible for outcomes arising from use that departs from the prescription or the handling instructions, from storage after delivery, or from information you did not tell your clinician.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or for anything else that may not be excluded under South African law — including the Consumer Protection Act.

How we handle your information, including your health information, is set out in the privacy notice, which forms part of these terms.

We may update these terms. The version that applies to an order is the one in effect when the order was placed, and material changes are notified to account holders rather than made quietly.

These terms are governed by South African law and the courts of South Africa have jurisdiction. Raise a complaint with us first — we would rather resolve it directly. If we cannot, you may refer the matter to the National Consumer Commission, and complaints about the handling of personal information may be taken to the Information Regulator.