Refund policy

AURIVIA™ — Returns & Refund Policy

Last updated: 19 August 2026

At AURIVIA™, we want you to feel confident when purchasing our 24K Gold Face Serum. We offer a 30-Day Money-Back Guarantee for eligible purchases, subject to the terms below.

This Returns & Refund Policy applies to purchases made through the AURIVIA™ online store and is governed by the applicable laws of the Republic of South Africa.

Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African consumer-protection legislation.

1. 30-Day Money-Back Guarantee

If you are not satisfied with your AURIVIA™ 24K Gold Face Serum, you may request a refund within 30 calendar days from the date your order is delivered.

To qualify for our voluntary 30-Day Money-Back Guarantee:

  • You must contact us within 30 days of receiving your order.
  • You must provide your order number or other reasonable proof of purchase.
  • The request must relate to a product purchased directly from AURIVIA™.
  • You may be asked to provide information regarding your experience with the product so that we can process your request.
  • Where reasonably requested, you may be required to return the product to us before the refund is processed.
  • AURIVIA™ reserves the right to reject fraudulent, abusive, duplicate or otherwise dishonest refund claims.

Important

Our 30-Day Money-Back Guarantee is a voluntary guarantee offered by AURIVIA™. It does not replace, restrict or waive any consumer rights that cannot lawfully be excluded under South African law.

2. Opened or Used Products

Because the 24K Gold Face Serum is a skincare/cosmetic product intended for application to the skin, we take hygiene and product safety seriously.

For ordinary “change of mind” returns, we may require the product to be unused, unopened and in its original packaging.

However, our 30-Day Money-Back Guarantee may allow a customer to request a refund after using the product, provided that the claim satisfies the requirements of this policy.

For hygiene and safety reasons, opened or used products cannot ordinarily be resold. Accordingly, customers should not send opened products back unless AURIVIA™ has specifically instructed them to do so.

This does not affect any statutory rights applicable to defective, unsafe or otherwise non-compliant goods.

3. How to Request a Refund

To request a refund under our 30-Day Money-Back Guarantee, please contact us at:

Email: auriviaskincare@yahoo.com or
WhatsApp: +27 65 968 6781

Please include:

  • Your full name
  • Order number
  • Date of purchase
  • Reason for requesting the refund
  • Photographs or other information reasonably requested by AURIVIA™, where applicable

We will review your request and notify you whether it has been approved.

Please do not send products back without first receiving return instructions from AURIVIA™.

4. Refund Approval

Once your refund request has been approved, AURIVIA™ will process the applicable refund to the original payment method, where reasonably possible.

The time for the funds to appear in your account may depend on your bank, card issuer, payment provider or other payment method.

AURIVIA™ is not responsible for delays caused by banks, payment processors or other third-party financial institutions.

Where a refund is legally required under applicable South African law, AURIVIA™ will process the refund in accordance with the applicable legal requirements.

5. Damaged, Incorrect or Defective Products

If your order arrives:

  • damaged;
  • defective;
  • unsafe;
  • incomplete; or
  • materially different from what you ordered,

please contact us as soon as reasonably possible after receiving your order.

Please provide your order number and, where appropriate, photographs or videos showing the issue.

We may request that the product be returned for inspection.

Where a product qualifies for a remedy under applicable South African consumer law, AURIVIA™ will provide the remedy required by law.

Under section 56 of the CPA, qualifying defective, unsafe or poor-quality goods may be returned within six months of delivery, and the consumer may have rights to a repair, replacement or refund depending on the circumstances.

6. Incorrect Product or Order

If you receive an incorrect product, please contact us as soon as possible.

After verifying the error, AURIVIA™ may arrange for the incorrect product to be returned and may, depending on the circumstances:

  • send the correct product;
  • replace the incorrect product; or
  • issue an applicable refund.

We will provide you with instructions before you return anything.

7. Change-of-Mind Returns

If you simply change your mind about your purchase, AURIVIA™ is not required to provide a refund in every circumstance merely because you no longer want the product, subject to any statutory cancellation or return rights that may apply to the particular transaction. South African government guidance specifically distinguishes ordinary change-of-mind situations from statutory rights relating to unsuitable, defective or poor-quality goods.

Where AURIVIA™ voluntarily accepts a change-of-mind return, the product may be required to be unused, unopened and in its original saleable condition, and the customer may be responsible for applicable return costs.

8. Products Purchased From Third Parties

Our 30-Day Money-Back Guarantee applies only to products purchased directly through an authorised AURIVIA™ sales channel.

If you purchased an AURIVIA™ product through an unauthorised third-party seller, marketplace or other retailer, you should contact that seller regarding its return policy.

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

9. Promotional Orders and Free Gifts

Where an order includes a promotional item, discount, bundle or free gift, AURIVIA™ may require the promotional components to be returned or may deduct the applicable value of promotional items where legally permissible if the qualifying purchase is refunded.

Any promotional terms presented at the time of purchase will also apply.

10. Multiple or Repeated Refund Claims

AURIVIA™ reserves the right to investigate refund requests where there is evidence of:

  • repeated refund claims;
  • fraudulent activity;
  • misuse of the Money-Back Guarantee;
  • false or misleading information;
  • intentional damage or misuse of products; or
  • other abuse of the refund process.

We may refuse a voluntary guarantee claim where we reasonably determine that the claim is fraudulent or abusive.

This provision does not limit any statutory consumer rights that cannot legally be excluded.

11. Product Use and Skincare Results

Individual skincare results can vary.

AURIVIA™ does not guarantee that every customer will experience identical results, as factors such as skin type, skincare routine, frequency of use and individual circumstances can influence a person's experience.

The 30-Day Money-Back Guarantee is therefore intended to provide customers with a reasonable opportunity to try the product and decide whether it is right for them.

The Money-Back Guarantee should not be interpreted as a guarantee of a particular cosmetic or skincare outcome.

12. Allergic Reactions or Skin Irritation

Customers should carefully review the product information and ingredients before use.

If you experience significant irritation, an allergic reaction or other concerning symptoms, discontinue use of the product and seek appropriate medical advice where necessary.

AURIVIA™ cannot guarantee that a cosmetic product will be suitable for every individual's skin.

Any claim involving an alleged adverse reaction may require additional information about the product, its use and the circumstances of the reaction so that we can properly investigate the matter.

13. Our Legal Rights

AURIVIA™ reserves the right to:

  • verify orders and payment information;
  • request reasonable evidence supporting a refund claim;
  • inspect returned products where appropriate;
  • investigate potentially fraudulent or abusive claims; and
  • refuse voluntary refunds that do not meet the requirements of this policy.

Nothing in this policy excludes, restricts or waives any consumer right or remedy that AURIVIA™ is legally prohibited from excluding, restricting or waiving.

14. South African Consumer Protection

AURIVIA™ respects the rights afforded to consumers under the Consumer Protection Act 68 of 2008, as amended, and other applicable South African legislation.

Where this policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail.

The CPA provides, among other things, an implied+27 65 968 6781 warranty of quality for qualifying goods and provides statutory remedies for goods that fail to meet the applicable quality, safety and durability requirements. 

15. Contact Us

For all return and refund enquiries, please contact:

AURIVIA™
Product: 24K Gold Face Serum
Email: auriviaskincare@yahoo.com
Website: aurivia.co.za                                                                                                 Business Address: 65 Van Riebeck Avenue Edenvale 2000
Contact/WhatsApp Number: +27 65 968 6781

We aim to respond to refund and return enquiries as promptly as reasonably possible.