Refund policy
To start a return, contact us at support.aventa@gmail.com with your order number and, where applicable, photos of the item. We will assess your request, and if it is approved we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Order cancellations
You may cancel an order if we have not yet processed it. Contact us as soon as possible at support.aventa@gmail.com with your order number. Once an order has been processed or dispatched, it can no longer be cancelled and will fall under this returns policy instead.
Damages, defects and incorrect items
Please inspect your order when it arrives and contact us as soon as possible if an item is defective, damaged, missing or if you receive the wrong item, with photos where applicable. Verified defective, damaged or incorrect items are replaced free of charge or refunded in full. You will not be asked to return the item or pay any courier costs.
Exceptions / non-returnable items
For change-of-mind returns, some items cannot be returned for health and hygiene reasons once opened, unsealed or used. These include personal care and beauty products (such as skin care and cosmetics), grooming products, undergarments and lingerie, swimwear with a broken hygiene seal, earrings and pierced jewellery, socks and hosiery, and face coverings.
We also cannot accept returns of perishable goods (such as food, flowers or plants), custom or personalised products, digital downloads and opened software, gift cards, hazardous materials, flammable liquids or gases, and items marked as final sale.
These exceptions apply to any product we sell, now or in future, and they never affect your rights if an item is defective, damaged or incorrect. Please get in touch if you are unsure about a specific item.
REPORTING A PROBLEM
Please provide an image or video showing the defective or damaged product so that we can assess it with our fulfilment partner. Reporting a problem within 7 working days of delivery helps us resolve it as quickly as possible, but it never cuts off your statutory rights, including the warranty described below.
CHANGED YOUR MIND? 7-DAY RETURNS
You may return an unwanted item within 7 days of delivery, provided it is unused, unopened and in its original packaging, including all accessories, instructions and documentation. The item must not be damaged, scratched or soiled. Contact us first and we will give you the return address. Return courier costs are for your own account. Once the warehouse has received and inspected the returned item, we will process your refund.
COURIER FEES
Return courier costs apply only to change-of-mind returns. There is never a courier cost to you for defective, damaged or incorrect items, or for parcels confirmed lost in transit.
REFUNDS
Approved refunds are paid to your original payment method. Where an item was returned to the warehouse, the refund is processed within 7 business days of the warehouse receiving it. Where no return is needed, such as a verified defective item or a parcel confirmed lost, your refund or replacement is arranged as soon as the claim is confirmed.
REPLACEMENTS AND YOUR WARRANTY
If an item is defective, faulty or not what you ordered, we will replace it or refund you in full, whichever you prefer. South African consumer law gives you an implied warranty on your purchase: goods that are defective, unsafe or of poor quality can be returned for repair, replacement or a refund within six months of delivery, at no cost to you. Products that have been misused or altered after delivery may not be eligible. For hygiene reasons, opened personal care items and undergarments can only be returned if they are defective.
IMPORTANT NOTES
We replace or refund items that are defective, damaged, missing or not as ordered, at no cost to you. If you need help with an exchange, email us at support.aventa@gmail.com and we will provide the correct return address. For change-of-mind returns, the return courier cost is for your account and the parcel remains your responsibility until it reaches the warehouse.
WHEN RECEIVING THE PACKAGE
Inspect each product carefully upon receipt. Do not accept a package that has been tampered with or is broken. If a product has a defect or fault existing at the time of delivery, or otherwise does not conform to your order, you have a statutory right to return the product. Contact our support team at support.aventa@gmail.com.
WHEN WE DO NOT REFUND OR REPLACE
Aventa cannot accept the return of products that have not gone through the above process. Products returned may be sent back to you at your expense if received in an unacceptable state. Please treat products and packaging with reasonable care while in your possession. We require the "Order Number," which you will find in your "My Account," to expedite your query with appropriate urgency. Any item not purchased from Aventa but returned to us cannot be resent to you. Aventa will not be liable for storage, returning, disposing of, or otherwise taking any responsibility for such items.
LOST OR MISSING PARCELS
If your tracking shows a parcel as delivered but you have not received it, contact us and we will investigate with the courier. If a parcel is confirmed lost, or its tracking has not updated for 30 days, we will arrange a free replacement or a full refund.