Refund policy

Return Policy

Effective Date: [Insert Date]
Business Name: Avora Skin
Contact Email: [Insert Email]
Contact Number: [Insert Phone Number]
Returns Address: [Insert Physical Address]
Website: [Insert Website URL]

At Avora Skin, we take product quality, hygiene, and customer safety seriously. This Return Policy explains when products may be returned, replaced, repaired, or refunded.

Because we sell skincare and personal care products, certain returns are limited for hygiene and safety reasons. However, nothing in this policy is intended to limit any rights you may have under applicable South African consumer law. If any part of this policy conflicts with a mandatory legal right, that legal right will apply.

1. General Return Position

Due to the nature of skincare and personal care products:

  • Opened, used, unsealed, tampered-with, or contaminated products are not eligible for change-of-mind returns, except where required by law.
  • Unused, unopened, sealed products may be considered for return only in the limited circumstances set out below.
  • Products that are defective, unsafe, damaged, expired on delivery, or incorrectly supplied may qualify for a remedy under applicable law.

2. Defective, Unsafe, Damaged, or Incorrect Products

If a product supplied by Avora Skin:

  • is defective,
  • is unsafe,
  • is damaged before delivery,
  • is expired at the time of delivery,
  • is materially different from what you ordered, or
  • does not meet the quality standards required by law,

you may return it in accordance with your rights under South African consumer law.

Where applicable, if goods fail to meet the standards contemplated by law, you may be entitled within 6 months of delivery to choose one of the following remedies:

  • repair,
  • replacement, or
  • refund of the purchase price paid. dmllaw.co.za

Avora Skin reserves the right to inspect the product and assess the reported issue before finalising the remedy, provided this does not limit any rights that cannot legally be excluded.

3. Skincare Reactions, Allergies, and Product Suitability

Skincare products may affect individuals differently depending on skin type, allergies, sensitivities, medical conditions, product combinations, and usage.

For that reason:

  • Avora Skin does not guarantee that every product will suit every person or skin type.
  • We are not responsible for dissatisfaction based on personal preference, including texture, scent, feel, finish, expected cosmetic result, or routine compatibility.
  • Customers are responsible for reviewing ingredients, directions, warnings, and patch-test guidance before use.

Except where a product is defective, contaminated, incorrectly described, incorrectly labelled, or otherwise fails legal standards, skin purging, sensitivity, irritation, allergy, or incompatibility alone will not automatically qualify as a defect-based return.

If you experience a serious reaction, discontinue use immediately and seek appropriate medical advice.

4. Change-of-Mind Returns

Subject to any mandatory legal rights that may apply, Avora Skin does not generally accept change-of-mind returns for skincare, cosmetic, or personal care items once delivered.

As a limited commercial exception, we may approve a change-of-mind return only if all of the following conditions are met:

  • the return request is submitted within 7 calendar days of delivery;
  • the product is unused, unopened, sealed, and in original resalable condition;
  • all original packaging, labels, inserts, accessories, samples, and promotional items are included;
  • proof of purchase is provided; and
  • the item is not marked as final sale, clearance, non-returnable, bundle-only, or promotional stock.

If a discretionary change-of-mind return is approved:

  • the customer will be responsible for the direct cost of return shipping;
  • original delivery charges are non-refundable, unless the law requires otherwise;
  • Avora Skin may refuse the return if the product is opened, used, damaged, unsealed, incomplete, or not returned in resaleable condition;
  • where legally permitted, any refund may be reduced by the value of missing promotional items, free gifts, or bundle components.

5. Cooling-Off Rights Required by Law

Some transactions may carry statutory cancellation rights under South African law even where a product would otherwise be non-returnable under this policy.

5.1 Online Sales

If your purchase qualifies as an electronic transaction under applicable law, you may have a 7-day cooling-off right from the date of receipt of the goods. Where that right applies, cancellation may be exercised without giving a reason, and Avora Skin will process the return in accordance with the law. mjkinc.co.za vandeventers.law

Where legally applicable:

  • no unlawful cancellation penalty or restocking fee will be charged;
  • the customer may be responsible for the direct cost of returning the goods;
  • refunds must be processed within the legally required period. mjkinc.co.za

5.2 Direct Marketing Sales

If your purchase resulted from direct marketing, you may also have a 5-business-day cooling-off right under South African consumer law. Where that right applies, Avora Skin will honour it in accordance with the law. dommisseattorneys.co.za vandeventers.law

6. Non-Returnable Items

To the fullest extent permitted by law, the following items are not eligible for discretionary return, especially once opened, used, unsealed, decanted, or tampered with:

  • cleansers,
  • serums,
  • creams,
  • moisturisers,
  • face oils,
  • masks,
  • toners,
  • exfoliants,
  • treatment products,
  • sample sachets,
  • testers,
  • miniatures,
  • free gifts,
  • clearance items,
  • promotional items,
  • final-sale items,
  • custom packs or products prepared to customer specification.

This limitation does not apply where a product is defective, unsafe, incorrectly supplied, or otherwise returnable under non-excludable law.

7. Reporting Problems

To help us investigate fairly and quickly, customers should notify Avora Skin:

  • within 48 hours of delivery for items damaged in transit, leaking products, shortages, or incorrect products;
  • as soon as reasonably possible for suspected defects, contamination, safety concerns, or expiry issues;
  • within any legally required period where a statutory right is being exercised.

A delay in reporting may affect our ability to assess courier-related issues, but it will not remove any rights that cannot legally be limited.

8. Proof and Verification Requirements

Avora Skin may require reasonable supporting information before approving a return, replacement, repair, or refund, including:

  • proof of purchase,
  • order number,
  • photographs of the item,
  • photographs of the packaging,
  • batch or lot number,
  • expiry date,
  • a description of the issue,
  • return of the product for inspection where necessary.

We reserve the right to reject claims that are fraudulent, abusive, unsupported, or inconsistent with the available evidence.

9. Refunds

Where a refund is approved:

  • refunds will be made to the original payment method, unless otherwise required by law;
  • Avora Skin may wait to process the refund until the goods are received back or satisfactory proof of return is provided, where legally permitted;
  • shipping charges, delivery fees, gift-wrap fees, and similar service charges are refundable only where required by law;
  • if the original purchase formed part of a bundle, promotion, or discount structure, any refund may be adjusted to reflect that structure, to the extent legally permitted.

Where a statutory cooling-off right applies, refunds will be processed within the period required by law. mjkinc.co.za vandeventers.law

10. Exchanges

Avora Skin does not offer exchanges for opened or used skincare products.

If an unopened and eligible item qualifies for return, Avora Skin may, at its discretion, allow:

  • an exchange for the same product,
  • an exchange for another product of equal or higher value, subject to payment of any difference, or
  • a refund where required by law or approved under this policy.

Where the law gives the customer the right to choose a remedy for defective goods, that right will apply. dmllaw.co.za

11. How to Request a Return

To request a return, please contact Avora Skin at [Insert Email Address] and include:

  • your full name,
  • order number,
  • product name,
  • reason for the return,
  • date of delivery,
  • clear photographs where relevant.

If your return is approved, return instructions will be provided. Goods sent back without prior return approval may be refused, unless the law prevents us from refusing them.

Customers must ensure that returned goods are packaged securely. Where the customer is responsible for return shipping, Avora Skin is not liable for goods lost or damaged in transit back to us.

12. Reservation of Rights

To the fullest extent permitted by law, Avora Skin reserves the right to:

  • refuse returns that do not meet the requirements of this policy;
  • refuse returns of products that are opened, used, unsealed, decanted, tampered with, contaminated, or not in resaleable condition;
  • distinguish between statutory returns and discretionary returns;
  • limit or decline repeat returns or abusive return patterns;
  • verify purchaser identity, order details, and product condition;
  • deduct the value of missing promotional items or bundle components where legally permitted;
  • recover reasonable costs caused by incorrect delivery information or refusal to accept a correctly fulfilled order, where legally permitted.

13. Consumer Rights Preserved

Nothing in this Return Policy excludes, limits, waives, or replaces any rights that consumers may have under applicable South African law. Any provision of this policy that conflicts with mandatory legal rights will be interpreted subject to those rights and enforced only to the extent permitted by law. dmllaw.co.za mjkinc.co.za