Refund policy

Return and Refund Policy

Last Updated: [01 October 2025]

Thank you for shopping at www.euvoria.co.za. We want to ensure you are completely satisfied with your purchase. Please read this policy carefully to understand your rights and our procedures regarding returns and refunds.

This policy is governed by the laws of the Republic of South Africa, specifically the Consumer Protection Act (CPA), No. 68 of 2008.

1. Your Rights Under the South African Consumer Protection Act (CPA)

As a consumer in South Africa, you have the right to return goods under the following circumstances, which form the basis of our policy:

  • Faulty or Defective Goods: You can return goods if they are faulty, defective, or not in good working order.

  • Not as Described: You can return goods if they are materially different from the description, sample, or picture we provided.

  • Unfit for Purpose: You can return goods if they are not reasonably suitable for the purpose they were generally intended for, or for a specific purpose you made known to us.

  • "Cooling-Off" Period: You have the right to cancel your order and return most goods for a full refund within 7 (seven) calendar days of receiving the item, for any reason, even if you simply changed your mind.

2. Conditions for Returns (Including Change of Mind)

To be eligible for a return, the item must be:

  • Unused and in its Original Condition: It must be in the same condition as you received it, with all original tags attached and in the original packaging.

  • Accompanied by Proof of Purchase: Please include your order number or a copy of the receipt.

  • Returned within the Specified Timeframe:

    • Change of Mind Returns: Must be initiated within 7 days of delivery.

    • Faulty or Defective Returns: Must be reported to us within 6 months of delivery. (The CPA presumes any defect within 6 months was present at the time of delivery, unless proven otherwise).

Important Exceptions (Goods we cannot accept for a "Change of Mind" return):
Due to hygiene and safety reasons, we cannot accept returns on the following items unless they are faulty:

  • Earrings for pierced ears.

  • Underwear, swimwear, and hosiery.

  • Custom-made or personalised items.

  • Grooming products, cosmetics, and skincare that have been opened or used.

  • Digital products, software, or CDs/DVDs where the seal has been broken.

  • Gift cards.

3. Return Process

Step 1: Initiate the Return
Contact our customer service team at euvoriashop@gmail.com within the eligible return period. Please provide your order number and the reason for the return.

Step 2: Return Authorization & Shipping
We will provide you with a Return Authorization Number and the return address. Please do not send the item back without this number.

  • For Change of Mind Returns: You are responsible for the cost of return shipping. We recommend using a trackable shipping service as we cannot be held responsible for items lost in transit.

  • For Faulty, Defective, or Incorrect Item Returns: We will provide you with a pre-paid return shipping label or arrange for the item to be collected at our expense.

Step 3: Inspection and Processing
Once we receive and inspect your return, we will notify you of the status of your refund. Please allow 5-7 business days for us to process the returned item.

4. Refunds

After we approve your return, we will initiate a refund to your original method of payment.

  • Timing: You will receive the refund within 14 (fourteen) business days from the day we approve it. Depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to post to your account.

  • Amount:

    • Change of Mind Returns: You will be refunded the full purchase price of the item. The original shipping cost is non-refundable, and you are responsible for the return shipping cost.

    • Faulty/Defective/Incorrect Item Returns: You will be refunded the full purchase price plus the original shipping cost you paid.

We will notify you via email once your refund has been processed.

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a faulty item for the same one, please contact us at euvoriashop@gmail.com.

6. Sale Items

Only regular-priced items may be refunded under the "Change of Mind" provision. Sale items can only be refunded if they are faulty or defective.

7. Contact Us

If you have any questions about how to return your item or about our policy, please contact us: