RETURN & REFUND POLICY

ELVERĒ SKIN CO.

Last updated: 16 October 2026

At Elverē Skin Co., every product is selected with care and attention to quality. We encourage customers to review product descriptions, specifications, compatibility and this policy before purchasing.

All purchases are considered final, except where a return, cancellation, exchange or refund is required by applicable South African law or expressly authorised by Elverē Skin Co.

We do not offer a voluntary satisfaction guarantee, trial period or extended change-of-mind return programme.

1. Change-of-Mind Returns

Elverē Skin Co. does not accept discretionary returns or exchanges for reasons including:

• A change in personal preference.

• Purchasing an incorrect product or variation.

• Deciding the product is no longer required.

• Dissatisfaction with subjective appearance, feel or shower experience where the product meets its description and applicable quality standards.

• Finding a similar product at a lower price elsewhere.

This restriction applies only to returns that are not otherwise protected by applicable consumer legislation.

2. Statutory Online Cooling-Off Rights

In accordance with Section 44 of the Electronic Communications and Transactions Act 25 of 2002, qualifying online purchases may be cancelled without reason or penalty within seven calendar days after receipt of the goods.

Where this right applies:

• The customer must communicate their cancellation to Elverē Skin Co. within the statutory period.

• The customer is responsible for the direct cost of returning the goods.

• The goods must be returned to Elverē Skin Co. following the return instructions provided.

• Any refund legally due will be processed within 30 days of cancellation.

Exceptions will apply only where recognised under Section 42 of the Act or other applicable legislation.

3. Opened, Installed or Used Products

For product quality, cleanliness and hygiene reasons, Elverē Skin Co. does not offer discretionary returns of shower heads, filtration cartridges or accessories that have been installed, used or exposed to water.

This includes products with evidence of installation, water exposure, use, alteration or damage occurring after delivery.

However, opening, installing or using a product does not automatically remove a customer's statutory cancellation rights or rights relating to defective or non-conforming goods.

Any legally required return will be assessed in accordance with applicable legislation.

4. Defective or Damaged Products

All products are subject to the applicable statutory warranty protections under the Consumer Protection Act 68 of 2008.

Where goods fail to meet the standards prescribed by the Act within six months after delivery, customers may be entitled to return them at our risk and expense and elect a repair, replacement or refund as provided by Section 56.

Customers should notify us as soon as reasonably possible after discovering an issue and provide their order number, a description of the problem and, where reasonably available, photographs or video evidence.

We may reasonably inspect returned goods to establish the nature and cause of the reported issue. Inspection procedures will not be used to deny, delay or restrict statutory remedies.

5. Incorrect Installation, Misuse and External Damage

Elverē Skin Co. is not responsible for damage caused solely by circumstances occurring after delivery that are unrelated to a defect or failure for which we are legally responsible.

These may include:

• Incorrect installation contrary to supplied instructions.

• Excessive force, impact or accidental breakage.

• Unauthorised modification or alteration.

• Misuse or operation outside stated product specifications.

• Damage caused by incompatible fittings or improper maintenance.

Normal consumption of replaceable filtration media does not, by itself, constitute a product defect.

Nothing in this section excludes liability or remedies that cannot lawfully be excluded.

6. Product Performance and Individual Results

Elverē filtration products are designed for household water-filtration applications.

Actual performance may vary according to incoming water quality, water pressure, temperature, installation conditions, filter condition and maintenance.

Individual experiences relating to skin, hair or perceived water quality may differ.

Subjective dissatisfaction does not independently establish that a product is defective, provided it conforms to its advertised specifications, representations and applicable legal quality requirements.

This provision does not limit remedies for misleading descriptions, unfulfilled express claims, defective goods or other statutory rights.

7. Return Authorisation and Procedure

To request a return, contact our customer support team through the contact information published on our website.

Please include:

• Your order number.

• The product concerned.

• The reason for the request.

• Supporting photographs or video, where reasonably available and relevant.

Customers should contact us before dispatching goods so that we can provide the correct return address and handling instructions.

Our return procedure does not make statutory rights conditional on discretionary approval.

Unsolicited parcels may experience processing delays, and Elverē Skin Co. cannot accept responsibility for goods delivered to an incorrect address through the customer's own error.

8. Return Shipping Costs

Where a customer exercises a qualifying change-of-mind cancellation right under Section 44 of the Electronic Communications and Transactions Act, the customer is responsible for the direct cost of returning the goods.

Where a return arises from defective, unsafe or non-conforming goods under Section 56 of the Consumer Protection Act, applicable return costs and risks will be borne by Elverē Skin Co.

For any additional discretionary return voluntarily accepted by Elverē Skin Co., return shipping arrangements will be agreed in writing beforehand.

9. Refund Processing

Refunds required by law will be issued within the applicable statutory period.

For qualifying cancellations under Section 44 of the Electronic Communications and Transactions Act, refunds will be made within 30 days of cancellation.

Refunds will ordinarily be processed to the original payment method, subject to payment-provider requirements and applicable law.

No administration, handling, inspection or restocking penalty will be imposed where prohibited by law.

10. Exchanges

Elverē Skin Co. does not offer voluntary exchanges for incorrectly selected products, personal preferences or changes of mind beyond applicable statutory entitlements.

Exchanges may be considered at our discretion where not legally required.

This provision does not restrict any customer's statutory entitlement to replacement goods.

11. Non-Exclusion of Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive rights or remedies that cannot legally be excluded under South African law, including the Consumer Protection Act and the Electronic Communications and Transactions Act.

Where any provision conflicts with mandatory legislation, the applicable legislation will prevail.

12. Contact Information

Elverē Skin Co.

Website: www.elvere.co.za

Customer support email: [Insert official customer support email]

Return address: [Provided upon return request]

Legal business details and other required supplier information are available through our website.

By purchasing from Elverē Skin Co., customers acknowledge that this policy has been made available for review before checkout, without waiving any statutory consumer rights.