Refund policy

RETURN & REFUND POLICY

Effective Date: 2 August 2026

Welcome to Elavien. We want you to shop with confidence. This Return & Refund Policy explains your rights and our obligations regarding returns, refunds, exchanges, and defective products in accordance with applicable South African consumer law.

1. Your Rights

This policy is subject to the provisions of the Consumer Protection Act, 2008 (Act No. 68 of 2008) ("CPA"). Nothing in this policy limits or excludes any rights you have under South African law.

2. Return Eligibility

You may request a return if:

  • The incorrect product was delivered.
  • The product arrived damaged.
  • The product is defective or faulty.
  • The product is significantly different from what was advertised.
  • The product remains unopened, unused, and in its original packaging (subject to the conditions below).

3. Hygiene & Safety Products

For health and hygiene reasons, Elavien cannot accept returns or exchanges on:

  • Opened skincare products
  • Opened cosmetics
  • Opened makeup
  • Opened beauty tools that have been used
  • Personal care products that have had their safety seal broken

Unless:

  • The product is defective;
  • The incorrect item was supplied; or
  • The product arrived damaged.

This policy helps protect all our customers.

4. Change of Mind

If you change your mind after receiving your order:

  • You may request a return within 7 days of delivery.
  • Products must be unused, unopened, sealed, and in their original packaging.
  • The customer is responsible for return shipping costs unless otherwise agreed.

Once the returned product has been inspected and approved, a refund or store credit will be processed.

5. Defective Products

If a product is defective, unsafe, or does not perform as reasonably expected, you may return it in accordance with the Consumer Protection Act.

Where applicable, Elavien may offer:

  • A repair;
  • A replacement; or
  • A full refund.

The appropriate remedy will depend on the circumstances and applicable law.

6. Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item:

Please notify us within 48 hours of delivery.

Email us with:

  • Your order number
  • Clear photographs of:
    • the product
    • the packaging
    • the shipping label
    • the damage or issue

We will investigate and arrange an appropriate replacement or refund where applicable.

7. Products That Cannot Be Returned

The following products are not eligible for return unless defective:

  • Opened makeup
  • Opened skincare
  • Opened beauty products
  • Gift cards
  • Clearance or final sale items (unless defective)
  • Products damaged due to misuse, neglect, or improper storage

8. Refund Processing

Once your returned item has been received and inspected:

  • You will receive confirmation by email.
  • Approved refunds are processed within 5–10 business days.
  • Refunds are issued using the original payment method whenever possible.

Depending on your bank or payment provider, funds may take additional time to appear in your account.

9. Return Shipping

If the return is due to:

Our error

  • Wrong product
  • Defective product
  • Damaged during delivery

Elavien will cover the reasonable return shipping costs.

If the return is for any other eligible reason, the customer is responsible for the return shipping costs.

10. How to Request a Return

To start a return, please contact our customer support team with:

  • Full Name
  • Order Number
  • Contact Details
  • Reason for Return
  • Photographs (where applicable)

Our team will provide return instructions.

Returns sent without prior approval may not be accepted.

11. Inspection of Returned Products

All returned products are inspected before a refund or replacement is approved.

If a returned product shows signs of:

  • Use
  • Damage caused after delivery
  • Missing accessories
  • Broken seals
  • Missing original packaging

We may decline the return where permitted by law.

12. Contact Us

If you have any questions regarding returns or refunds, please contact:

Elavien Customer Support

Email: support@elavien.co.za (replace with your actual email address)

Website: www.elavien.co.za (replace if different)

Business Hours:
Monday – Friday
08:00 – 17:00 (SAST)

Last Updated: 2 August 2026

By purchasing from Elavien, you acknowledge that you have read and understood this Return & Refund Policy. This policy does not limit any rights you may have under the Consumer Protection Act or any other applicable South African law.