Refund policy

Ever & Ivory™ Return, Refund & Satisfaction Guarantee Policy

Last Updated: [2026-06-08]

At Ever & Ivory™, we are committed to providing premium beauty, skincare, and self-care products throughout South Africa. We want every customer to shop with confidence, which is why we have created this Return, Refund & Satisfaction Guarantee Policy.

This policy applies to all purchases made through the Ever & Ivory™ online store and is intended to operate alongside applicable South African consumer protection legislation.

1. Online Store Operations

Ever & Ivory™ operates exclusively online and currently ships only within South Africa.

2. 14-Day Return Policy

If you are not completely satisfied with your purchase, you may request a return within 14 calendar days from the date your order is delivered.

To qualify for a return:

  • The return request must be submitted within 14 days of delivery.

  • The item must be unused and in its original condition.

  • The product must be returned with all original packaging, accessories, manuals, and included components.

  • The product must be suitable for resale.

  • Proof of purchase must be provided.

Returned products that do not meet these requirements may not qualify for a refund.

3. Hygiene & Personal Care Products

For the protection of all customers, Ever & Ivory™ products are supplied in hygienically sealed packaging.

Due to health, hygiene, and safety reasons, the following products cannot be returned for change-of-mind refunds if the seal has been broken, packaging opened, or the item has been used:

  • Facial cleansing devices

  • Facial ice rollers

  • Jade rollers

  • Gua sha tools

  • Eye masks

  • Eyelash beauty devices

  • Facial massage tools

  • Personal skincare accessories

  • Any beauty product that comes into direct contact with the skin

This limitation does not affect your rights where a product is defective, damaged, or incorrectly supplied.

4. Damaged, Defective, or Incorrect Products

If you receive a product that is:

  • Damaged during transit;

  • Defective;

  • Faulty;

  • Incomplete; or

  • Different from what was ordered,

please contact us within 7 days of delivery.

To help us assess the issue, we may request:

  • Your order number;

  • Photographs of the product;

  • Photographs of the packaging;

  • A description of the issue.

Where a claim is verified, Ever & Ivory™ may, where appropriate:

  • Replace the product;

  • Repair the product;

  • Provide store credit; or

  • Issue a refund.

5. Ever & Ivory™ 30-Day Satisfaction Guarantee

Electronic beauty devices purchased from Ever & Ivory™ are covered by our 30-Day Satisfaction Guarantee from the date of delivery.

If your electronic beauty device develops a manufacturing fault during normal intended use within 30 days, please contact our support team for assistance.

This guarantee does not cover:

  • Accidental damage;

  • Misuse or abuse;

  • Unauthorized repairs or modifications;

  • Water damage where the product is not designed for water exposure;

  • Failure to follow product instructions;

  • Normal wear and tear.

Nothing in this guarantee limits any rights consumers may have under applicable South African law.

6. Return Shipping Costs

Non-Defective Returns

Where a customer chooses to return a product that is not defective, the customer will be responsible for all return shipping and courier costs.

Original shipping charges are non-refundable.

Defective, Damaged, or Incorrect Products

If Ever & Ivory™ confirms that a product was supplied incorrectly, arrived damaged, or contains a verified manufacturing defect, Ever & Ivory™ may arrange or reimburse reasonable return shipping costs where applicable.

7. Refund Processing

Approved refunds will be processed using the original payment method wherever reasonably possible.

Refund processing times may vary depending on:

  • Your bank;

  • Your payment provider;

  • Payment processing services.

Ever & Ivory™ cannot guarantee exact processing times once a refund has been submitted to the relevant financial institution.

8. Inspection of Returned Products

All returned products are inspected before a refund, replacement, or store credit is approved.

Returns may be refused if:

  • The product has been used;

  • The product has been damaged after delivery;

  • Components are missing;

  • Hygiene seals have been removed for change-of-mind returns;

  • The item is not returned in a resalable condition.

9. Non-Returnable Items

Unless defective or otherwise required by law, the following items are generally non-returnable:

  • Opened hygiene-sensitive products;

  • Used beauty devices;

  • Products with broken hygiene seals;

  • Gift cards;

  • Promotional giveaway items;

  • Clearance or final-sale products clearly marked as non-returnable.

10. Limitation of Liability

To the fullest extent permitted by applicable law, Ever & Ivory™ shall not be liable for any indirect, incidental, special, or consequential damages arising from the use or inability to use products purchased from our store.

Nothing in this policy excludes or limits any rights consumers may have under South African consumer protection legislation.

11. Contact Us

For all return, refund, warranty, replacement, or support enquiries, please contact:

Ever & Ivory™ Customer Support

Email: everandivory26@gmail.com

When contacting us, please include:

  • Full Name

  • Order Number

  • Product Name

  • Description of the Issue

  • Supporting Photographs (if applicable)

Our support team will review your request and respond as soon as reasonably possible.

Ever & Ivory™ Commitment

We are committed to providing premium beauty and self-care products that help you look and feel your best. If you experience any issues with your order, our team will work with you to find a fair and reasonable solution in accordance with this policy and applicable South African law.