Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@auriva.co.za. Please note that returns will need to be sent to the following address: Kristal Road, Kathu, Northern Cape, 8446
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@auriva.co.za.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@auriva.co.za.
Last updated: [Date]
Thank you for shopping with Auriva. This policy explains your rights when returning a travel makeup bag with a built-in removable LED mirror, in line with South African consumer protection law — specifically the Electronic Communications and Transactions Act 25 of 2002 (ECTA) and the Consumer Protection Act 68 of 2008 (CPA).
1. Your 7-Day Cooling-Off Right (ECTA)
Because you purchased from us online, you have a leg
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@auriva.co.za. Please note that returns will need to be sent to the following address: Kathu, Northern Cape, South Africa
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@auriva.co.za.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@auriva.co.za.
al right under Section 44 of the ECT Act to cancel your order and return your item(s) within 7 days of receiving your delivery, for any reason — including a simple change of mind. No explanation is required.
To use this right:
- Notify us within 7 days of delivery at [info@auriva.co.za], stating you wish to cancel under the ECT Act cooling-off provisions
- Return the item(s) in their original condition, unused, with all original packaging and accessories (including the LED mirror and any cables)
- You are responsible for the direct cost of returning the goods to us — this is a requirement of the law, not a store policy choice
- Once we receive and inspect the return, we will refund the full purchase price (excluding original delivery charges, where applicable) within [15] business days
Exclusions from the cooling-off right: items that have been used, damaged, or where seals/hygiene packaging have been broken (e.g., where cosmetic residue is present) may not qualify for a no-fault cooling-off refund, but may still qualify under Section 2 below.
2. Defective, Damaged, or Faulty Goods (CPA)
Separately from the cooling-off right above, the Consumer Protection Act gives you protection if your bag or LED mirror is defective, unsafe, or not fit for its intended purpose:
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Section 56 (Implied Warranty of Quality): If goods are found to be defective within 6 months of delivery, you may return the item and choose one of the following at no cost to you:
- A full repair of the item, or
- A replacement of the item, or
- A full refund of the purchase price
- This applies to manufacturing defects in the bag or the LED mirror (e.g., mirror fails to charge, LED lights malfunction, stitching or zip failure under normal use)
- This right does not cover damage caused by misuse, accidental damage (e.g., drops, water damage beyond stated resistance, unauthorized repairs), or normal wear and tear
To claim under this section, contact us at [support@auriva.co.za] with your order number, a description of the fault, and photos/video where possible.
3. Non-Returnable / Excluded Items
The following are excluded from returns, except where required by law (e.g., valid defect claims under Section 2):
- Items marked "Final Sale" or purchased at clearance pricing
- Gift cards
- Items damaged through misuse, unauthorized repair, or normal wear and tear
- Hygiene-sealed items where the seal has been broken and there is no defect
4. How to Start a Return
- Email [info@auriva.co.za] with your order number and reason for return (cooling-off or defect claim)
- We will respond within [1–2] business days with return instructions and, where applicable, a return address
- Pack the item securely, including all original packaging, the LED mirror, and accessories
- Post or courier the item back to us using a trackable method
Please contact us before sending a return so we can process it correctly and avoid delays.
5. Who Pays for Return Shipping
- Cooling-off returns (change of mind): You pay the direct cost of return shipping, as required by the ECT Act
- Defective or faulty goods: Auriva covers the cost of return shipping and of sending a replacement or repaired item back to you
- Items damaged in transit to you: Auriva covers all associated costs — please report this within 48 hours of delivery with photos of the damage and packaging
6. Refunds
- Approved refunds are processed to your original payment method within [15] business days of us receiving and inspecting the returned item, in line with reasonable timeframes under the CPA
- Original delivery fees are refunded only where the return is due to our error (wrong item sent, defective product) or where required under Section 56
- If you haven't received your refund after this period, please check with your bank first, then contact us at [info@auriva.co.za]
7. Exchanges
Want a different color or style instead of a refund? Contact us at [info@auriva.co.za] within the applicable return window and we'll arrange an exchange, subject to stock availability.
8. Your Right to Escalate
If you're unhappy with how we've handled your return, you have the right to escalate the matter to:
- The Consumer Goods and Services Ombud (CGSO) — www.cgso.org.za
- The National Consumer Commission (NCC) — www.thencc.gov.za
We'd appreciate the chance to resolve any issue directly first — please reach out to us before escalating.
9. Contact Us
- Email: info@auriva.co.za
- Phone: 0792354610
- Business Address: Kristal Road, Kathu, Northern Cape, South Africa
This policy is provided for general informational purposes based on the Electronic Communications and Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2008, and does not constitute legal advice. We recommend having it reviewed by a South African attorney familiar with e-commerce and consumer protection law before publishing it on your site, particularly regarding the treatment of the LED mirror as an electronic/battery component.