AVANI

Luxury Beauty Technology

RETURNS & REFUNDS POLICY

Effective Date: 25 June 2026

1. Overview

This Returns and Refunds Policy applies to all purchases made through the Avani online store (www.avani.co.za or the applicable Shopify store URL) and governs the terms under which goods may be returned, exchanged, or refunded. This policy must be read together with our Terms and Conditions and Privacy Policy.

Avani sells premium beauty technology devices directly to consumers in the Republic of South Africa. All transactions are concluded electronically and are therefore subject to both the CPA and the ECT Act.

2. Statutory Cooling-Off Period (ECT Act — Section 44)

Because all Avani purchases are concluded electronically (online), you are entitled by law to cancel your order without reason and without penalty within 7 (seven) days of receiving your goods.

To exercise your cooling-off right:

•        Notify us in writing within 7 days of delivery via email to returns@avani.co.za

•        Include your order number, full name, and reason for return (optional but appreciated)

•        Return the goods in their original, unused condition with all original packaging, accessories, and documentation

•        You are responsible for the direct cost of returning the goods to us

Upon receipt and inspection of the returned goods, we will issue a full refund within 30 (thirty) days of receiving your cancellation notice, using the same payment method used for the original purchase.

This right does not apply to:

•        Goods that have been used, damaged, or altered after delivery

•        Goods returned without original packaging or accessories

•        Goods purchased for resale or commercial purposes

3. Defective, Unsafe or Non-Compliant Goods (CPA — Section 56)

All Avani products carry a 6 (six) month implied statutory warranty under Section 56 of the CPA. If your device is defective, unsafe, or not fit for the purpose for which it is generally intended, you may return it within 6 months of the delivery date and elect one of the following remedies:

•        A full refund of the purchase price

•        Replacement with the same or equivalent product

•        Repair of the defective product

The choice of remedy (refund, replacement, or repair) is yours as the consumer — Avani cannot compel you to accept a remedy you have not chosen.

Avani will bear the cost of collecting and returning defective goods. You will not be charged any handling, shipping, or administrative fee in connection with a valid defective goods return.

To qualify, the following conditions must be met:

•        The defect must be reported within a reasonable time of discovery (we recommend within 10 business days)

•        Proof of purchase (order confirmation or tax invoice) must be provided

•        The defect must not be the result of misuse, accidental damage, unauthorised modification, or failure to follow care instructions

•        The product must not have been tampered with or repaired by an unauthorised party

4. Goods Not Matching Description or Sample (CPA — Section 19 & 20)

If the goods you receive do not match the description, sample, or specification as advertised on our website, you are entitled to inspect the goods on delivery and may:

•        Refuse delivery and request a full refund, or

•        Accept delivery and notify us within 10 (ten) business days of receiving the goods

In such cases, Avani will cover the cost of returning the goods and will issue a full refund or replacement at your election.

5. Avani Voluntary Returns Policy

In addition to your statutory rights, Avani offers the following voluntary returns policy at our discretion:

5.1 Change of Mind Returns

We do not accept returns based on a change of mind beyond the 7-day ECT Act cooling-off period. Once the cooling-off period has expired and the goods are not defective, Avani is not obliged to accept a return and reserves the right to decline such requests.

5.2 Conditions for All Returns

All returns (whether statutory or voluntary) are subject to the following conditions:

•        Goods must be returned in their original packaging with all accessories, manuals, and components included

•        Proof of purchase must accompany all returns

•        Returns must be authorised by Avani before goods are sent back — please contact us first

•        Unauthorised returns may be refused and returned to the sender at their cost

•        Goods showing signs of use, damage, or tampering beyond what is necessary for inspection may be subject to a reasonable handling fee or declined

5.3 Non-Returnable Items

The following items are excluded from returns (unless defective under Section 56 of the CPA):

•        Items that have been used, activated, or charged more than once

•        Items returned without original packaging or with missing accessories

•        Items damaged due to misuse, negligence, or failure to follow care instructions

•        Items purchased during final clearance or promotional sales marked as non-returnable at time of purchase

6. Refund Process and Timelines

Once your return has been received and inspected, we will notify you by email of the outcome. If approved:

•        Refunds for defective goods will be processed within 15 (fifteen) business days of receiving the returned goods

•        Refunds for ECT Act cooling-off cancellations will be processed within 30 (thirty) days of receiving your cancellation notice

•        Refunds will be issued to the original payment method used at checkout

•        If you paid by EFT, please provide your banking details when submitting your return request

Avani does not issue store credit or vouchers in lieu of a cash refund unless you explicitly choose this option. You may not be compelled to accept a credit note instead of a monetary refund.

7. How to Initiate a Return

To initiate a return, please follow these steps:

•        Step 1: Email returns@avani.co.za with the subject line: RETURN REQUEST — [Your Order Number]

•        Step 2: Include your full name, order number, reason for return, and photos of the product if defective

•        Step 3: Our team will respond within 2 (two) business days with return authorisation and further instructions

•        Step 4: Package the goods securely in original packaging and ship to the address provided

•        Step 5: Email your proof of postage/courier tracking number to us

Returns sent without prior authorisation will not be processed and may be returned to the sender.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please initiate a return in accordance with this policy and place a new order for the desired item. This ensures stock availability and faster processing.

9. Goods Damaged in Transit

If your order arrives damaged in transit, please:

•        Do not use the product

•        Photograph the damaged packaging and product immediately upon receipt

•        Notify us within 48 (forty-eight) hours of delivery at returns@avani.co.za

•        Retain all original packaging as it may be required for an insurance claim

Avani will arrange collection of the damaged goods at no cost to you and will issue a replacement or full refund at your election.

10. Product Warranty

All Avani devices carry the implied 6-month statutory warranty as provided under Section 56 of the CPA, which runs from the date of delivery.

This warranty covers manufacturing defects and faults arising under normal use. It does not cover:

•        Damage caused by misuse, negligence, or accidental damage

•        Damage caused by failure to follow the product's care and usage instructions

•        Normal wear and tear

•        Damage caused by use of non-recommended accessories or power sources

•        Cosmetic damage that does not affect the functionality of the device

•        Products with tampered, removed, or defaced serial numbers

11. Protection of Personal Information (POPIA)

In processing your return, Avani will collect and process certain personal information (including your name, contact details, banking details, and order information). This information is processed solely for the purpose of handling your return and refund and will be treated in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and our Privacy Policy.

Your personal information will not be shared with third parties except where required to process your return (e.g., courier services) or where required by law.

12. Dispute Resolution

If you are dissatisfied with the outcome of your return request, you may:

•        Contact our customer service team at support@avani.co.za to escalate your complaint

•        Lodge a complaint with the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za or 0860 000 272

•        Report the matter to the National Consumer Commission (NCC) at 012 940 4500 or www.thencc.org.za

•        Approach the Consumer Court in your province

This policy does not limit your right to pursue any legal remedy available to you under South African law.

13. Contact Us

For all return enquiries, please contact us:

•        Email: returns@avani.co.za

•        Customer Support: support@avani.co.za

•        Operating Hours: Monday to Friday, 08:00 – 17:00 (SAST)

We aim to respond to all return requests within 2 (two) business days.

This policy was last updated on 25 June 2026 and supersedes all previous versions. Avani reserves the right to amend this policy from time to time in line with changes to applicable legislation. The most current version will always be available on our website.

Avani | Luxury Beauty Technology | South Africa