Refund policy

Zelovia™ Returns & Refunds Policy

Last updated: 19 October 2026

At Zelovia, we aim to provide a reliable shopping experience and carefully selected beauty and self-care products.

This Returns & Refunds Policy explains the circumstances in which products may be returned, exchanged or refunded, together with the procedures customers must follow.

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

Nothing in this policy excludes, restricts or limits any consumer rights that cannot lawfully be excluded.

1. Change-of-Mind Returns

For qualifying purchases made through our online store, customers may exercise their statutory cooling-off right under Section 44 of ECTA.

Where this provision applies:

Customers may cancel their purchase within 7 calendar days after receiving the goods, without providing a reason.
No cancellation penalty will be charged.
Customers are responsible for the direct cost of returning the goods to Zelovia, as permitted by law.
Refunds will be processed within 30 days of receiving a valid cancellation notice, as required by ECTA.

We ask customers to return products complete, with their original accessories, packaging and any supplied documentation, wherever reasonably possible.

Customers should take reasonable care of products while they are in their possession.

Where a customer has exercised a statutory cancellation right, Zelovia will not impose additional conditions or deductions that are prohibited by applicable law.

Outside an applicable statutory cooling-off period, Zelovia does not generally accept change-of-mind returns unless expressly agreed in writing.

2. Beauty, Skincare and Personal-Care Products

Zelovia sells beauty tools, skincare accessories, facial-care products and personal-care items.

For hygiene and safety reasons, certain products may be unsuitable for resale once opened, used or contaminated.

Examples may include:

Pimple patches and other skin-contact consumables
Facial and skincare accessories
Makeup brushes and cleaning accessories
Personal grooming tools
Products that cannot reasonably be hygienically restored

Where permitted by applicable law, Zelovia reserves the right to decline discretionary returns of opened, used or hygiene-sensitive products.

However, hygiene considerations do not automatically override statutory cooling-off rights or consumer rights relating to defective, unsafe or incorrectly supplied goods.

Any statutory exclusion will be applied only where legally applicable to the particular product and transaction.

3. Defective, Damaged or Unsafe Products

Under Section 56 of the CPA, customers have statutory rights relating to goods that fail to meet the applicable quality and safety standards.

Where the CPA applies, a customer may generally return qualifying defective, unsafe or non-compliant goods within 6 months of delivery, without penalty and at the supplier's risk and expense.

Where the statutory requirements are met, the customer may choose the remedy provided by the CPA, including repair, replacement or refund.

Zelovia may request reasonable information to assess a claim, including:

The order number or proof of purchase
A description of the problem
Clear photographs or videos showing the issue, where reasonably available
Information about the product's use and the circumstances in which the problem occurred

Zelovia may inspect returned goods to determine the nature and cause of an alleged defect. Inspection procedures will not be used to deny or delay valid statutory remedies.

Where a qualifying defect is established, Zelovia will comply with its obligations under applicable consumer protection legislation, including responsibility for return costs where required.

4. Damage Caused by Misuse or Improper Handling

Zelovia is not responsible for damage caused solely by circumstances arising after delivery that are unrelated to a product defect or failure to meet statutory quality standards.

These circumstances may include:

Accidental damage
Improper use contrary to supplied instructions
Unauthorised modifications or repairs
Exposure to unsuitable liquids, heat or electrical conditions
Damage caused by improper storage or handling
Normal wear and tear that does not constitute a statutory defect

Claims will be assessed individually.

This section does not exclude liability for defects, safety failures or other matters for which Zelovia remains legally responsible.

5. Incorrect or Incomplete Orders

If a customer receives the wrong product, an incomplete order or goods that materially differ from their description, they should contact Zelovia as soon as reasonably possible.

Customers are encouraged to report visible delivery problems within 48 hours of receipt, where practical, to help us investigate promptly.

This 48-hour reporting request is not a legal deadline and does not remove any statutory rights.

Where Zelovia is responsible for an incorrect or incomplete order, we will provide the remedy required by applicable law and will cover associated return or replacement costs where legally required.

6. How to Request a Return

Customers must contact Zelovia before sending products back so that we can provide appropriate return instructions.

Email: ethan.rein.bu5@gmail.com

Please include:

Full name
Order number
Product name
Reason for the return
Supporting photographs or videos, where relevant and reasonably available

We will review the request and provide return instructions or advise on the applicable resolution process.

Customers should not send products to an address without first confirming the correct return destination.

Failure to follow a preferred administrative procedure will not invalidate a return or cancellation right that is protected by law.

7. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Change-of-mind returns: Where ECTA Section 44 applies, the customer may be required to pay only the direct cost of returning the goods.

Defective or non-compliant goods: Zelovia will bear return costs where required by the CPA or other applicable legislation.

Discretionary returns: For any additional return voluntarily accepted by Zelovia outside statutory requirements, return shipping arrangements will be confirmed in writing before the return is authorised.

Customers are encouraged to use a trackable delivery service when arranging their own returns.

Zelovia is not responsible for loss or damage caused by a return courier independently selected by a customer, except where applicable law places that risk on Zelovia.

8. Refunds

Once a return has been received, where receipt is required, Zelovia may inspect the product and assess the return in accordance with applicable law.

For valid statutory cancellations and returns, refunds will be issued within the timeframes prescribed by the relevant legislation.

For qualifying ECTA Section 44 cancellations, refunds will be made within 30 days of cancellation.

Refunds will ordinarily be issued to the original payment method unless another lawful arrangement is agreed upon.

Banking institutions and payment providers may require additional time to reflect the refunded amount.

Zelovia will not impose unlawful administration fees, restocking fees or deductions against statutory refunds.

For discretionary returns that are not required by law, any agreed refund conditions will be communicated before the return is accepted.

9. Exchanges

Zelovia does not offer automatic exchanges for change-of-mind purchases outside applicable statutory rights.

Any discretionary exchange is subject to product availability and prior written approval.

Where a customer is legally entitled to a replacement or other remedy for defective or non-compliant goods, their statutory rights will apply.

10. Order Cancellations Before Dispatch

Customers may request cancellation of an order before dispatch by contacting Zelovia as soon as possible.

Where an order has not yet been dispatched, Zelovia will endeavour to accommodate the request.

Once an order has been dispatched, cancellation and return rights will be determined by applicable law and this policy.

Nothing in this section limits any statutory right to cancel an order, including rights relating to qualifying electronic transactions, delayed delivery or non-performance.

11. Delivery Delays and Unavailable Products

Zelovia aims to fulfil orders within the delivery timeframes communicated at checkout or in the applicable shipping policy.

Where products cannot be supplied, or delivery does not occur within the agreed or legally required timeframe, customers will be entitled to the remedies provided by applicable South African law.

Zelovia will not substitute products without the customer's agreement where consent is legally required.

12. Promotional and Discounted Products

Products purchased during promotions, sales or with discount codes remain subject to applicable statutory consumer rights.

A discounted price does not remove a customer's rights in respect of defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

Outside statutory return rights, discretionary returns of promotional products may be declined unless Zelovia has expressly agreed otherwise.

13. Refund Abuse and Fraudulent Claims

Zelovia reserves the right to investigate suspected fraudulent, misleading or abusive return requests.

Where legally permissible, we may request reasonable supporting evidence and take appropriate action to protect the business against fraudulent claims.

Zelovia may refuse a claim where there is a lawful and substantiated basis for doing so.

This provision will not be used to obstruct legitimate consumer rights or statutory remedies.

14. Applicable Law

This policy is governed by the laws of the Republic of South Africa.

Where any provision of this policy conflicts with mandatory South African consumer protection legislation, the applicable statutory provision will prevail.

Any unenforceable provision will be interpreted or severed to the extent necessary without affecting the remainder of the policy.

15. Contact Information

For returns, refunds, cancellations, damaged products or general assistance, please contact:

Zelovia Customer Support