Refund policy
Alovia™ Return & Refund Policy
Last Updated: July 2026
At Alovia™, we are committed to providing premium beauty products and ensuring that every customer has a positive experience with their purchase.
This Return & Refund Policy explains the terms and conditions regarding returns, refunds, exchanges and product concerns when purchasing from Alovia™.
This policy is designed to operate alongside your rights under applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).
1. Alovia™ Satisfaction Guarantee
We want you to love your Alovia™ Brush Refresh.
If you experience any concerns with your purchase, please contact our customer support team as soon as possible so we can investigate and assist you.
Customer Support Email:
[insert email]
Please include your:
- Full name
- Order number
- Date of purchase
- Description of your concern
- Photos or videos where applicable
2. Returns For Change Of Mind
Due to the personal-care nature of our products, Alovia™ accepts voluntary returns only under strict hygiene conditions.
A change-of-mind return may be accepted if:
✓ The product has not been used
✓ The product has not been connected to power
✓ No water, cleaning solution or makeup residue has been introduced
✓ The original packaging is intact
✓ All accessories and included items are returned
✓ Proof of purchase is provided
Products that have been opened, tested beyond reasonable inspection, used, or exposed to beauty products cannot be accepted for hygiene reasons.
Customers requesting a voluntary return may be responsible for return shipping costs.
3. Faulty, Damaged Or Incorrect Orders
If your Alovia™ Brush Refresh arrives:
- damaged;
- defective;
- incomplete;
- or significantly different from what was ordered;
please contact us within 7 days of receiving your order.
Please provide:
- Order number
- Photos/videos showing the issue
- A description of the problem
After assessment, Alovia™ will provide an appropriate solution in accordance with applicable South African consumer laws.
Depending on the circumstances, this may include:
✓ Repair
✓ Replacement
✓ Refund
where required.
4. Product Quality & Warranty
Alovia™ products are supplied with the expectation that they meet acceptable standards of quality, durability and performance.
If your Alovia™ Brush Refresh develops a qualifying defect, please contact us for assistance.
Customers retain their rights under South African consumer protection legislation regarding defective goods.
5. Online Purchase Cancellation Rights
Customers purchasing online may have cancellation rights under South African electronic transaction laws where applicable.
Where a customer qualifies for a statutory cooling-off period, cancellation must be requested within the legally prescribed timeframe after receiving the product.
Returned products must comply with applicable return requirements.
Once returned goods have been received and inspected, approved refunds will be processed.
6. Hygiene & Beauty Device Returns
Because Alovia™ Brush Refresh is a beauty device that comes into contact with makeup products and personal-care routines, hygiene standards are extremely important.
For health, safety and resale reasons, Alovia™ cannot accept returns of products that have:
✗ Been used with makeup brushes
✗ Had water added
✗ Had cleaning solution added
✗ Been operated beyond inspection purposes
✗ Been returned without original packaging or accessories
This does not affect customers' legal rights relating to defective products.
7. Return Process
To request a return:
Step 1:
Contact:
Alovia™ Customer Support
Email:
[insert email]
Step 2:
Provide:
- Your order number
- Customer details
- Reason for return
- Supporting evidence if required
Step 3:
Wait for approval before sending your product back.
Unauthorised returns may experience processing delays.
8. Refunds
Once an approved return has been received and inspected, Alovia™ will process the refund where applicable.
Refunds will generally be issued using the original payment method.
Please allow additional time for:
- payment processors;
- banks;
- financial institutions;
to complete processing.
9. Returns Not Covered
Returns may be declined where:
- The product was damaged through misuse;
- The product was incorrectly operated;
- The customer failed to follow instructions;
- The product was modified;
- Damage resulted from accidental customer handling;
- Normal wear and tear has occurred.
10. Incorrect Delivery Information
Customers are responsible for ensuring that delivery details provided during checkout are correct.
If an order cannot be delivered due to incorrect information supplied by the customer, additional delivery charges may apply.
11. Promotional Orders
Products purchased during promotions, discounts or special offers remain subject to this policy.
Where applicable, promotional gifts or bundled items may need to be returned with the original purchase.
12. Contact Alovia™
For questions regarding returns, refunds or product concerns:
Alovia™ Customer Support
Email:
[insert email]
Support Hours:
Monday – Friday
09:00 – 17:00
(South African Standard Time)
Legal Notice
Nothing contained in this Return & Refund Policy removes, limits or replaces any rights consumers may have under South African law.
Where any term in this policy conflicts with mandatory consumer rights, the applicable legislation will apply.