Refund policy

At Relyv RSA, we want you to be satisfied with your purchase. This Refund and Returns Policy explains when products may be returned, exchanged, or refunded.

By purchasing from our website, you acknowledge and agree to the terms of this policy, subject to your rights under applicable South African consumer protection laws.

1. RETURNS UNDER THE CONSUMER PROTECTION ACT

Our return policy is subject to the Consumer Protection Act 68 of 2008 (CPA), where applicable.

Nothing in this policy is intended to limit or remove any consumer right that cannot legally be excluded.

Depending on the circumstances, you may have rights relating to products that are defective, unsafe, not of the type or quality reasonably expected, or otherwise do not comply with applicable legal requirements.

2. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

Please contact us as soon as possible if you receive a product that:

  • Arrives damaged;
  • Is defective;
  • Is not the product you ordered; or
  • Is missing parts or accessories.

To help us resolve the issue quickly, please contact us with:

  • Your order number;
  • Your full name;
  • A description of the problem; and
  • Clear photographs or videos showing the issue, where applicable.

We may request additional information to assess the issue.

Depending on the circumstances and applicable law, we may offer a repair, replacement, refund, or another appropriate remedy.

3. CHANGE-OF-MIND RETURNS

Where permitted by applicable law, we may accept returns for eligible products if you change your mind.

To be eligible:

  • The return request must be made within [insert number of days] days of receiving the order;
  • The product must be unused and in its original condition;
  • The product must be returned with its original packaging, accessories, manuals, and other included items; and
  • The product must not be damaged due to misuse or improper handling.

Certain products may not be eligible for change-of-mind returns where permitted by law, including products that are:

  • Used;
  • Damaged by the customer;
  • Personal-use products where hygiene or health considerations apply;
  • Opened products that cannot reasonably be resold; or
  • Otherwise excluded by applicable law.

4. PRODUCTS THAT CANNOT BE RETURNED

For health, hygiene, and safety reasons, certain products may not be eligible for return after being opened or used, unless the product is defective or another legal right applies.

This may include products that come into direct contact with the body.

This restriction does not affect your legal rights regarding defective, unsafe, or incorrectly supplied products.

5. HOW TO REQUEST A RETURN

To request a return, contact us using the contact details below.

Please include:

  • Your order number;
  • Your name;
  • The product you wish to return;
  • The reason for the return; and
  • Supporting photos or videos where relevant.

Do not send products back without first contacting us and receiving return instructions.

6. RETURN SHIPPING COSTS

Where a product is defective, damaged upon arrival, incorrect, or otherwise qualifies for a remedy under applicable consumer protection laws, Relyv RSA will handle return shipping in accordance with the applicable legal requirements.

For eligible change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise agreed.

7. REFUNDS

If a refund is approved, the refund will generally be processed using the original payment method where reasonably possible.

Refund processing times may depend on:

  • The payment provider;
  • The bank or financial institution; and
  • The time required to inspect and process the returned product.

We will communicate with you regarding the status of your refund where appropriate.

8. SALE ITEMS AND PROMOTIONAL PRODUCTS

Sale items and promotional products may be subject to specific terms stated at the time of purchase.

However, sale items are not excluded from applicable legal consumer rights relating to defective or incorrectly supplied products.

9. WARRANTY AND PRODUCT DEFECTS

Some products may be covered by a manufacturer's warranty or other applicable warranty.

If you believe your product has a defect, please contact us so that we can assess the issue and advise you of the available remedy.

You may be asked to provide proof of purchase and information about the problem.

10. MISUSE OR DAMAGE CAUSED BY THE CUSTOMER

A return, refund, repair, or replacement may not be available where a problem is caused by:

  • Misuse;
  • Accidental damage;
  • Neglect;
  • Failure to follow product instructions;
  • Unauthorised modifications;
  • Improper installation or use; or
  • Normal wear and tear, where applicable.

This does not affect any rights you may have under applicable South African law.

11. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

We will try to accommodate cancellation requests before an order has been processed or shipped.

Once an order has been processed or handed over for delivery, cancellation may no longer be possible and the return process may apply instead.

12. NON-DELIVERY OR LOST ORDERS

If your order does not arrive within the expected delivery period, please contact us.

We may work with the relevant delivery provider to investigate the shipment.

Please ensure that the delivery address and contact details provided when placing your order are accurate.

13. CONTACT US

For questions about returns, refunds, exchanges, or defective products, please contact us:

Relyv RSA
South Africa
Email: relyvrsa@gmail.com