Refund policy

Thank you for shopping at Everessence. We take the quality of our premium cosmeceutical and skincare products seriously. Because we stock advanced formulations from Biomedical and Vitaderm, our policies are strictly aligned with South African consumer laws, including the Consumer Protection Act (CPA), the Electronic Communications and Transactions Act (ECTA), and the Protection of Personal Information Act (POPIA).

1. Change of Mind / 7-Day Cooling-Off Period (ECTA)

In accordance with Section 44 of the ECTA, you have a statutory 7-day cooling-off period from the date you receive your order to change your mind and return your items for a refund.

Conditions for Change of Mind Returns:

Due to health, hygiene, and the biologically active nature of Biomedical and Vitaderm products, your right to return an item due to a change of mind is subject to the following strict conditions:

  • The product must be completely unopened, unused, and untampered with.

  • All original hygiene seals, protective wrapping, and retail packaging must be 100% intact.

  • Return Shipping Costs: Under ECTA, you are responsible for paying the direct shipping costs to return the items to us for change-of-mind returns. Shipping costs are non-refundable.

Note: If a skincare product has been unsealed, opened, or used, it can no longer be resold due to public health and hygiene risks and is completely exempt from change-of-mind returns.

2. Damaged, Defective, or Incorrect Items (CPA)

If you receive a product that is damaged in transit, or if a product is found to be defective (e.g., a faulty pump mechanism or compromised formulation), you are protected under the Consumer Protection Act (CPA).

  • Inspection: Please inspect your order immediately upon delivery.

  • Notification: You must notify us via email within 7 days of delivery if an item is damaged or incorrect.

  • Return Shipping Costs: If the product is verified to be defective, damaged, or incorrectly sent by us, we will arrange and cover the costs of the return courier.

  • Remedy: For genuinely defective products, you are entitled to a replacement, a repair (where applicable), or a full refund.

3. How to Process a Return

We process all returns manually via email to ensure quality control. To log a return, please follow these steps:

  1. Send an email to returns@everessence.co.za.

  2. Include your Order Number (e.g., #1001) and the specific items you wish to return.

  3. For damaged or defective items, you must attach clear photographs of the product, the packaging, and the batch number/defect.

  4. Our team will review your request and reply with specific return shipping instructions and the designated return address.

Please do not ship items back to the manufacturer or to us without receiving prior written approval via email.

4. Refund Methods & Store Credit

Once your return is received, inspected, and approved by our team, we will process your refund.

  • Alternative Refund Method: Please note that we do not issue refunds back to your original payment method (card/instant EFT). Instead, approved refunds will be issued to you via [insert your preferred method, e.g., a digital Store Voucher / Store Credit / or Secure Electronic Funds Transfer (EFT) to your verified South African bank account].

  • Processing Time: Once approved, your credit or voucher will be issued within 7 to 14 business days.

5. POPIA Data Privacy Disclosure (Returns Processing)

To process your return and comply with South African accounting and consumer laws, we must collect and process certain Personal Information (PI) under the Protection of Personal Information Act (POPIA).

  • What We Collect: This includes your name, contact number, delivery address, order history, and bank account details (solely if an EFT refund is required).

  • Purpose of Processing: Your information is processed exclusively to verify your purchase, arrange return logistics, prevent fraudulent returns, and issue your refund.

  • Data Security: We do not share your information with third parties except for our integrated courier networks required to fetch your parcel. Your data is stored securely within our Shopify environment.

  • Your Rights: Under POPIA, you retain the right to access, update, or object to the processing of your personal information. For any data privacy inquiries or to contact our designated Information Officer, please email returns@everessence.co.za.

Last Updated: 06 July 2026