Refund & Returns Policy
At Natuvera, your safety and the quality of our products is our top priority. Because of this, we cannot accept returns or put products back into circulation once they have left our premises. Once a product is sold, we have no way of verifying that it hasn’t been tampered with, so we can’t take it back.
1. Change of Mind
We are unable to accept returns for change-of-mind purchases or items that are no longer wanted. Please make sure you select carefully before completing your order.
2. Your Legal Rights - Defective or Unsafe Products
Under the South African Consumer Protection Act (CPA), you have rights if a product is:
- Defective or faulty
- Unsafe
- Not as described
- Not fit for its intended purpose
If this happens, you are entitled to a replacement, repair, or refund, provided you notify us within six months of delivery.
Important: This only applies to products that are defective, unsafe, or not as described – not for change-of-mind returns.
3. How to Report a Defective Product
If you receive a defective or faulty product:
1. Contact us at info@natuvera.co.za with your order number and a clear description of the problem.
2. Our team will provide instructions on how to safely return the item.
3. Once the product is inspected, we will offer a replacement, repair, or refund in line with your rights under the CPA.
4. Safety & Hygiene
For hygiene and safety reasons, products cannot be returned if they have been opened or used, unless they are defective. This ensures that all Natuvera products remain safe for all customers.
5. Refunds
Once a defective product is returned and inspected:
- Refunds will be issued to the original payment method.
- This usually takes up to 10 business days from approval.
- Where the issue is due to a defect or fault, any standard delivery charges will also be refunded.
6. Exchanges
If you prefer an exchange (e.g., different size or product):
- Contact us within the return period.
- Exchanges are subject to stock availability.
- Any price differences between items will be handled accordingly.
7. Purchases Based on Ads or Promotions
We work hard to make sure all our ads, posts, and promotions are clear and accurate. Please read all product details carefully before purchasing.
- If you buy a product because of an ad or promotional post but misread the information or are unhappy with your purchase, we cannot offer a refund.
- It is your responsibility to ensure you understand the product, its use, and any special conditions mentioned in ads or promotions.
- This rule applies even if the ad was unclear to you – our product pages and official terms contain the accurate information.
Tip: Always check the product page and details before confirming your order to make sure it’s exactly what you want.
Note: This does not affect your legal rights if the ad itself is misleading or deceptive. In those cases, CPA protections still apply.
8. Contact Us
For any questions regarding refunds, returns, or product concerns, please email: info@natuvera.co.za