Refund policy

Effective Date: April 2026

At AVOA Cosmetics, we want every order to feel considered, secure, and satisfying from the moment it is placed to the moment it arrives at your door. We take great care in preparing and dispatching our skincare and lip care products, and we understand that there may be occasions where a return, exchange, replacement, or refund is required. This Returns & Refunds Policy explains how those requests are handled and sets out the conditions under which returns may be accepted.

This policy is intended to be fair, transparent, and aligned with applicable South African consumer protection principles, including the cooling-off rights that may apply in certain circumstances. Because AVOA products include skincare and lip care items, hygiene and product integrity are especially important. For that reason, opened, used, or compromised products cannot generally be returned unless they are defective, damaged, or incorrectly supplied.

1. Eligibility for Returns

You may request a return, replacement, or refund in the following situations:

  • The item arrived damaged or defective.
  • The incorrect item was delivered.
  • You received a product that is incomplete, faulty, or materially different from the item ordered.
  • You wish to return an unopened, unused product within 7 days of delivery, subject to eligibility and inspection.

In the case of unopened items returned within the cooling-off period, the product must be in a condition suitable for resale. This means the outer packaging, seals, and product presentation must remain intact and undamaged.

2. Conditions for Returns

To qualify for a return, the following requirements must be met:

  • The return request must be submitted within the applicable timeframe.
  • The product must be unused, unopened, and in its original packaging unless the item is defective or damaged on arrival.
  • Proof of purchase must be supplied, such as an order confirmation, receipt, or invoice.
  • All accessories, inserts, seals, outer boxes, and promotional items included in the original shipment must be returned where applicable.

Returns will not be accepted for products that have been opened, tested, used, tampered with, or stored in a manner that affects their resaleability. For hygiene and safety reasons, this applies particularly to skincare, lip care, cosmetic, and treatment products.

Items not eligible for return include:

  • Opened or used skincare products
  • Opened or used lip care products
  • Products damaged through misuse, neglect, or improper storage by the customer
  • Gift cards or digital vouchers
  • Promotional or complimentary items unless they were included in an approved defective or incorrect order return

3. How to Request a Return

To begin the return process, please email Support@avoa.co.za within the eligible timeframe and include the following:

  • Your full name
  • Your order number
  • The product name and SKU
  • The reason for the return
  • Clear photographs if the item is damaged, faulty, or incorrect
  • Any supporting information that may help us assess the request

Once your request has been received, our support team will review the details and confirm whether the return is approved. If approved, you will be provided with instructions on how and where to send the item back.

Please do not return products before receiving confirmation from AVOA, as unapproved returns may be delayed, rejected, or returned to sender.

4. Return Shipping

Where a return is due to damage, defect, or a packing error on our side, AVOA will guide you through the return process and may cover reasonable return shipping costs, depending on the circumstances and the courier arrangement.

Where the return is for a change of mind or an unopened item being sent back within the allowed period, the customer may be responsible for the return shipping cost. Return shipping is generally non-refundable unless the return is caused by an error on our part.

We strongly recommend using a trackable delivery method when sending items back. AVOA cannot be held responsible for returns that are lost, delayed, or damaged in transit before they are received by us.

5. Inspection of Returned Items

Once a returned item arrives at our facility, it will be inspected carefully to determine whether it meets the conditions of this policy. The inspection may include checking:

  • Packaging integrity
  • Seal condition
  • Product freshness and usability
  • Evidence of damage or defect
  • Match against the original order

If the item does not meet the return criteria, AVOA reserves the right to decline the return, issue a partial refund, or return the item to the customer.

6. Refunds

Approved refunds will be processed after inspection and validation of the return. Refunds are normally completed within 7–10 business days after the return has been approved, though this may vary depending on the payment provider and banking processing times.

Refunds will generally be issued to the original payment method used at checkout, whether through PayFast or EFT, where applicable. If the original payment method cannot be used, we may contact you to arrange an alternative method.

Please note:

  • Shipping fees are non-refundable unless the return is due to an error, defect, or damaged item sent by AVOA.
  • Promotional discounts, coupon codes, or sale reductions will be reflected in the final refunded amount.
  • If part of an order is returned, only the value of the returned item may be refunded, subject to policy conditions.

7. Exchanges and Replacements

Where possible, AVOA may offer a replacement or exchange instead of a refund. This is usually considered when:

  • The wrong item was received
  • The item was damaged in transit
  • The item is defective
  • A stock replacement is available

If the requested replacement is unavailable, a refund or store credit may be offered at our discretion.

8. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, leaking, broken, or incorrect, please contact us within 48 hours of delivery at Support@avoa.co.za. Include clear photos of:

  • The product
  • The packaging
  • The shipping label
  • The issue itself

This helps us resolve the matter quickly and accurately. Once confirmed, we will arrange the most suitable resolution, which may include a replacement, refund, or other corrective action.

9. Non-Returnable Situations

Returns will not be accepted where:

  • The product has been opened or used
  • The item was damaged after delivery due to mishandling
  • The return window has expired
  • The item was not purchased directly from AVOA
  • The customer changed their mind after using the product
  • The packaging or seals were intentionally removed
  • The item has been contaminated or altered in any way

10. Contact

For all return and refund enquiries, please contact:

Support@avoa.co.za

We aim to handle all return requests with care, fairness, and efficiency, while maintaining the integrity of our products and the quality standards AVOA represents.