Refund policy

Maison Elvara – Return & Refund Policy

At Maison Elvara, we pride ourselves on delivering premium skincare, cosmetics, and personal care products. Your satisfaction is our priority, and our policy is designed in line with the Consumer Protection Act, 68 of 2008 (CPA) and other applicable South African laws.

1. Cooling-Off Period (Online Purchases)

In accordance with the Electronic Communications and Transactions Act (ECTA):

  • You may cancel your purchase within 7 calendar days after receiving your order, without reason or penalty.

  • Products must be returned at your own expense, unused, unopened, and in their original packaging.

  • Once returned and inspected, a refund will be processed within 7–10 business days to your original payment method.

2. Six-Month Implied Warranty (CPA Section 56)

Under the CPA, all goods carry an implied warranty of quality for six months from the date of delivery. You may return products that:

  • Are defective or of poor quality

  • Fail to be durable for a reasonable period

  • Are not fit for the intended purpose

If a product is found to be defective:

  • You may choose between a refund, replacement, or repair at no cost to you.

  • Maison Elvara will cover all reasonable return shipping costs in such cases.

3. Exclusions & Hygiene Standards

For health and hygiene reasons, the following items cannot be returned unless defective under the CPA:

  • Opened, used, or unsealed skincare, cosmetics, or personal care items

  • Products not in their original packaging

  • Final sale or clearance items clearly marked as “non-returnable”

4. Return Procedure

To request a return:

  1. Contact our Customer Service team at hello@maisonelvara.com within the applicable period.

  2. Provide proof of purchase (order number or receipt).

  3. Package the product securely in its original packaging.

  4. Follow the return instructions provided by our team.

5. Refund Process

  • Refunds are processed once the returned item has been received and inspected.

  • Refunds will be issued to the original method of payment.

  • Processing typically takes 7–10 business days after approval.

6. Customer Rights

Nothing in this policy limits your rights under the Consumer Protection Act. If there is any conflict between this policy and the CPA, the CPA will apply.