Return, Refund and Exchange Policy

Last Updated: 27 October 2026

At Elevora, customer satisfaction is important to us. We aim to provide quality products, reliable service, and a secure shopping experience. If you are not completely satisfied with your purchase, this policy explains how returns, exchanges, cancellations, and refunds are handled.

By placing an order on our website, customers agree to the terms outlined below, subject to their rights under applicable consumer protection laws.

1. Return Eligibility

Customers may request a return or exchange if an item meets the applicable return conditions.

To qualify for a standard return:

• The item must be unused, unworn, and in its original condition.
• The item must be returned with its original packaging, accessories, and labels, where applicable.
• Proof of purchase, such as an order confirmation or receipt, must be provided.
• The return request must be submitted within 7 days of receiving the order.

Certain products may be subject to specific return conditions due to their nature, including personalised products, perishable goods, hygiene-sensitive products, and digital products. Any exclusions will be communicated clearly and will not limit rights that customers have under applicable law.

Nothing in this policy excludes or restricts any statutory rights a customer may have.

2. Damaged, Defective or Incorrect Items

If an order arrives damaged, defective, incomplete, or different from the product ordered, customers should contact us as soon as reasonably possible.

Please provide the following information:

• Your order number.
• A description of the issue.
• Photographs or other relevant evidence, where applicable.

We will assess the issue and provide an appropriate resolution in accordance with applicable consumer protection laws. Depending on the circumstances, this may include a replacement, repair, exchange, or refund.

Customers will not be charged return shipping costs for returns arising from our error or for products that are defective, where the law requires us to cover those costs.

3. Change-of-Mind Returns

If a customer changes their mind about a purchase, they may request a return within 7 days of delivery, provided the product meets the eligibility requirements outlined in this policy.

Change-of-mind returns are subject to the nature of the product and any applicable legal requirements.

Unless otherwise required by law or agreed to by us, the customer is responsible for the cost of returning an item due to a change of mind.

Items that have been used, damaged by the customer, or returned without required components may not qualify for a voluntary change-of-mind return.

This section does not limit any cancellation or return rights that apply under consumer protection legislation, including rights relating to qualifying online purchases.

4. Refund Policy

Once a returned item has been received and assessed, we will notify the customer whether the refund has been approved.

Approved refunds will be processed using the original payment method wherever reasonably possible and subject to the payment provider's procedures.

We aim to initiate approved refunds within 5–10 business days after approval. The time it takes for the refunded amount to reflect in the customer's account may depend on the bank, card issuer, or payment service provider.

Refunds will be issued in accordance with applicable law. Where a different refund period or method is legally required, the applicable legal requirement will take precedence.

Customers will be notified if additional information is required to process a refund.

5. Order Cancellations

Customers who wish to cancel an order should contact us as soon as possible and provide their order number.

If an order has not yet been processed or dispatched, we will make reasonable efforts to cancel it and issue any applicable refund.

If an order has already been dispatched, the customer may need to follow the applicable return procedure, subject to their legal rights.

Nothing in this section limits any statutory cancellation rights that apply to online purchases.

6. Return Procedure

To request a return, exchange, or refund, customers should follow these steps:

1. Contact us using the contact details provided on our website.
2. Include the order number and reason for the request.
3. Provide supporting photographs or information if the item is damaged, defective, or incorrect.
4. Wait for our instructions before sending the product back.
5. Package the item securely and return it using the agreed return method.

We will provide the relevant return instructions and address once the request has been reviewed.

Please do not send products to an address that has not been confirmed by our customer support team.

7. Return Shipping Costs

For approved returns involving defective, damaged, incorrect, or incorrectly supplied products, we will arrange or cover reasonable return shipping costs where required by law.

For eligible change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed or required by law.

Original delivery charges and any additional shipping costs will be handled in accordance with applicable law and the circumstances of the return.

8. Exchanges

Customers who wish to exchange an eligible item should contact us with their order number and details of the replacement product requested.

Exchanges are subject to product availability. If a replacement is unavailable, we will discuss an appropriate alternative or refund, as applicable.

Any additional payment or refund arising from a price difference will be communicated to the customer before the exchange is finalised.

9. Non-Returnable Products

Some products may not qualify for voluntary returns due to their nature or applicable legal restrictions. These may include:

• Custom-made or personalised products.
• Perishable products.
• Sealed hygiene-sensitive products that cannot lawfully be returned once unsealed.
• Digital products or services where applicable law permits exclusion from cancellation or return rights.
• Products damaged through misuse or mishandling by the customer.

These exclusions apply only where legally permitted and do not remove any rights relating to defective goods, incorrect orders, misrepresentation, or other protections provided by applicable law.

10. Customer Support

For all return, refund, exchange, or cancellation enquiries, please contact us using the details below:

Store Name: Elevora
Email: onlineelevora@gmail.com
Contact Number: +27 84 027 7487
Business Address: 2 eglin road, Sandton
Customer Support Hours: 24/7

We aim to respond to customer enquiries within 1–3 business days.

11. Consumer Protection

This policy is governed by the applicable laws of the Republic of South Africa, where applicable, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Where this policy conflicts with a mandatory consumer protection requirement, the applicable legal requirement will prevail.

We reserve the right to update this policy when necessary. Any updated version will be published on our website with a revised effective date.

Thank you for shopping with Elevora. We appreciate your business and are committed to resolving customer concerns fairly and transparently.