FAQ's

1. ABOUT AVENTA

What is Aventa?

Aventa is a South African online store offering carefully selected products designed to provide practical, useful and affordable solutions for everyday needs.

We operate primarily online, allowing us to offer customers a convenient shopping experience and access to products sourced from trusted suppliers.

Where is Aventa based?

Aventa is based in South Africa.

Business Address:
8 Usco Road
Amiel Park
Newcastle
KwaZulu-Natal
2940
South Africa

How can I contact Aventa?

You can contact our customer support team using:

Email: support.aventa@gmail.com
Phone/WhatsApp: +27 82 941 9366

Please include your order number when contacting us regarding an existing order.

2. ORDERS

How do I place an order?

Simply:

1. Select the product you would like to purchase.
2. Add the product to your cart.
3. Proceed to checkout.
4. Enter your delivery and contact information.
5. Select your available payment method.
6. Complete your payment.

Once your order has been successfully placed, you should receive an order confirmation.

Can I change or cancel my order?

We aim to process orders as quickly as possible.

If you need to change or cancel an order, contact us as soon as possible after placing it.

Once an order has been processed, dispatched or shipped, we may no longer be able to cancel or change it.

I haven't received my order confirmation. What should I do?

First, check your spam, junk or promotions folder.

If you still cannot locate your confirmation, contact us at support.aventa@gmail.com with the name and email address used when placing the order.

Can I order more than one product?

Yes. You can add multiple products to your shopping cart before completing checkout.

3. SHIPPING & DELIVERY

Where do you deliver?

We currently deliver to addresses within South Africa.

Delivery availability may vary depending on the product, destination and courier service.

How long will my order take to arrive?

Delivery times can vary depending on the product, supplier, courier and delivery destination.

Estimated delivery times are displayed on the relevant product page or during checkout where applicable.

Please allow additional time for:

• Weekends and public holidays
• Remote-area deliveries
• Courier delays
• Unforeseen logistical circumstances
• High-volume periods such as Black Friday and December

Will I receive a tracking number?

Where tracking is available, tracking information will be provided once your order has been dispatched.

Please note that tracking information may take some time to become active after the parcel has been handed to the courier.

Why hasn't my tracking information updated?

Tracking information does not always update immediately.

There may be a delay between the parcel being dispatched and the courier's tracking system registering its next movement.

If your tracking information has not updated for an extended period, please contact our support team.

What happens if I enter the wrong delivery address?

Customers are responsible for providing accurate and complete delivery information.

If you realise that you have entered an incorrect address, contact us immediately.

Once an order has been dispatched, we cannot guarantee that the delivery address can be changed.

Additional delivery or re-shipping costs resulting from an incorrect address may be payable by the customer.

What happens if I am not available when the courier delivers?

The courier may attempt to contact you or arrange another delivery attempt, depending on the courier's procedures.

Please ensure that the telephone number and delivery address provided at checkout are correct.

4. INTERNATIONAL / SUPPLIER SHIPPING

Are your products shipped directly from South Africa?

Some products may be fulfilled through third-party suppliers and fulfilment partners.

This means that certain products may be shipped from outside South Africa.

Where applicable, delivery estimates will be communicated on the product page, checkout or order confirmation.

Will my order arrive in separate packages?

If you purchase multiple products, they may be fulfilled from different suppliers or locations.

As a result, your products may arrive in separate packages and at different times.

You will not necessarily receive every item in one parcel.

Are customs duties or additional charges possible?

Where products are shipped internationally, customs duties, import charges or other government-imposed charges may potentially apply depending on the shipment and applicable South African requirements.

Where applicable, responsibility for such charges will be communicated in our applicable shipping terms.

5. PAYMENTS

What payment methods do you accept?

Available payment methods are displayed securely at checkout.

Payment options may change from time to time depending on the payment providers available to Aventa.

Is my payment information secure?

Payments are processed through secure payment-processing systems.

Aventa does not intentionally store your complete payment card details on our own systems.

When will I be charged?

Payment is generally processed when you complete your purchase at checkout.

Your order will only proceed for fulfilment once the required payment has been successfully received or authorised.

6. RETURNS & REFUNDS

Do you accept returns?

Returns may be accepted where the product qualifies under our Returns & Refund Policy and applicable South African consumer law.

Products must generally meet the relevant return requirements, including any applicable conditions relating to condition, packaging and proof of purchase.

Please review our full Returns & Refund Policy before sending anything back.

How do I request a return?

Contact:

Email: support.aventa@gmail.com

Please provide:

• Your order number
• Your full name
• The product concerned
• The reason for the return
• Photographs or videos where relevant

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

What if I receive a damaged product?

If your product arrives damaged, please contact us as soon as reasonably possible.

Provide:

• Your order number
• Photographs of the product
• Photographs of the packaging
• A description of the damage

This allows us to investigate the issue and determine the appropriate solution.

What if I receive the wrong product?

Contact us immediately if you receive an item that differs from what you ordered.

Please provide photographs of the item received and your order information so that we can investigate.

How long do refunds take?

Once a refund has been approved, the processing time may depend on the payment method and financial institution used.

Aventa cannot control processing times imposed by banks or third-party payment providers.

Can I return an item simply because I changed my mind?

Change-of-mind returns are subject to our Returns & Refund Policy and applicable South African consumer law.

Certain products may be excluded from return where permitted by law, particularly where health, hygiene, safety or product-condition considerations apply.

7. PRODUCT INFORMATION

Are your products genuine?

Aventa aims to source products from reputable suppliers and fulfilment partners.

Product descriptions, specifications and images are provided to help customers make informed purchasing decisions.

Will the product look exactly like the pictures?

Product images are intended to provide a representation of the product.

Minor differences in colour, packaging, labelling or appearance may occur due to manufacturing updates, screen settings or supplier packaging changes.

Such minor variations do not necessarily indicate that the incorrect product was supplied.

Are your products suitable for children?

Not every product is designed or approved for use by children.

Always read the product description, warnings and age recommendations before purchasing.

Children should only use products intended for them under appropriate adult supervision.

Do products come with instructions?

Where applicable, instructions or product information may be included with the product.

Customers should carefully read and follow all supplied instructions and safety warnings before using a product.

8. PRODUCT SAFETY

Are your products safe to use?

Products should always be used according to their intended purpose and the instructions provided.

Customers should read all warnings and instructions before use.

Aventa does not recommend modifying products or using them for purposes other than those for which they were designed.

What if I have a question about a product before purchasing?

We're happy to help.

Contact our support team with the product name and your question:

Email: support.aventa@gmail.com
Phone/WhatsApp: +27 82 941 9366

9. ORDER PROBLEMS

My parcel says delivered, but I haven't received it. What should I do?

First, check whether:

• Someone else at your address accepted the parcel.
• The courier left the parcel in a designated safe location.
• A neighbour or building reception accepted it.
• The courier provided additional delivery information.

If you still cannot locate the parcel, contact us so that we can assist with an investigation.

My parcel is taking longer than expected. What should I do?

Please check your tracking information first.

If your parcel has exceeded the applicable estimated delivery period, contact our support team with your order number.

We will investigate the shipment with the relevant fulfilment or courier partner where appropriate.

My order is missing an item. What should I do?

Contact us as soon as possible with:

• Your order number
• The missing product
• Photographs of the packaging and products received

We will investigate the issue and assist with the appropriate resolution.

10. ACCOUNT & PRIVACY

Do I need an account to place an order?

Depending on our Shopify checkout configuration, you may be able to purchase without creating a customer account.

How do you use my personal information?

We use customer information for purposes such as processing orders, arranging delivery, providing customer support, processing payments and complying with applicable legal obligations.

Aventa takes reasonable steps to protect customer information and processes personal information in accordance with applicable South African privacy requirements, including POPIA where applicable.

For more information, please review our Privacy Policy and POPIA Notice.

Will you sell my personal information?

Aventa does not intend to sell customers' personal information.

Personal information may be shared with trusted service providers where necessary to process orders, payments, deliveries, customer support or other legitimate business functions.

11. PROMOTIONS & DISCOUNTS

Do you offer discounts?

From time to time, Aventa may offer promotional discounts, special offers or promotional codes.

Unless otherwise stated, promotions are subject to their specific terms and conditions.

Can I use multiple discount codes?

Unless expressly stated otherwise, promotional codes generally cannot be combined.

The applicable promotion terms displayed at the time of purchase will apply.

What happens if a promotion ends?

Promotions are available only for the period specified and may end once the stated promotional period or available stock has been exhausted.

12. CUSTOMER SUPPORT

How quickly will you respond?

Our support team aims to respond to customer enquiries as soon as reasonably possible during normal business hours.

Response times may be longer during weekends, public holidays, promotional periods and periods of unusually high enquiry volumes.

How should I contact customer support?

For the fastest assistance, please include your order number where applicable.

Aventa Customer Support

Email: support.aventa@gmail.com
Phone/WhatsApp: +27 82 941 9366

Business Address:
8 Usco Road
Amiel Park
Newcastle
KwaZulu-Natal
2940
South Africa 

13. STILL HAVE QUESTIONS?

If you cannot find the answer to your question above, please contact our customer support team.

We are here to help.

Aventa
Quality products. Convenient shopping. Delivered to your door.

Email: support.aventa@gmail.com
Phone/WhatsApp: +27 82 941 9366