Refund policy

Returns and refunds

Avessia is an online-only store and does not accept walk-in returns. Contact us at orders@avessia.co.za or 069 114 7312 with your order number and the reason for your request before sending a product back.

How to return a product

We will provide return instructions and the destination privately for each approved return. This may be a PUDO locker or another designated courier destination. Customers arrange and send the parcel themselves; Avessia does not arrange collection. Please use a tracked service and retain your proof of dispatch. Do not send returns to an address or locker until we have confirmed the destination.

Unopened products

You may exercise any cooling-off or return right available under South African law. Where the statutory seven-day cooling-off right for online purchases applies, notify us within seven days of receiving your order. Keep products unopened, unused and in their original packaging where possible. The direct cost of a change-of-mind return is payable by you where the law permits. We do not charge a restocking fee.

Opened products

We do not offer voluntary change-of-mind returns on products that have been opened, unsealed, used or tampered with for hygiene reasons. This does not limit your statutory rights.

Damaged, incorrect or defective products

Please contact us as soon as reasonably possible with details and photographs where relevant. We will arrange the appropriate remedy under applicable consumer law, including repair, replacement or refund where required. Our hygiene restrictions and the seven-day cooling-off window do not exclude these remedies. Where section 56 of the Consumer Protection Act applies, qualifying defective goods may be returned within six months of delivery without penalty and at the supplier’s risk and expense. We will cover the reasonable agreed return delivery cost where required by law; please contact us before booking the return.

Exchanges

We do not offer voluntary change-of-mind exchanges. This does not affect any replacement or other remedy required for damaged, incorrect or defective goods.

Refunds

We will issue approved refunds within seven business days after receiving and inspecting the returned product, or sooner where a statutory deadline requires it. Refunds are made to the original payment method unless another lawful arrangement is agreed. We will confirm the refund status by email. Payment-provider and bank processing can affect when the amount appears in your account.

Nothing in this policy limits rights under the Consumer Protection Act or Electronic Communications and Transactions Act.