Refund policy

Return & Refund Policy

Last Updated: [2026/07/04]

At Renuva, we are committed to providing premium skincare products and excellent customer service. Please read our Return & Refund Policy carefully before making a purchase.

This policy does not limit or exclude any rights you may have under the Consumer Protection Act, 2008 ("CPA"), the Electronic Communications and Transactions Act, 2002 ("ECTA"), or any other applicable South African law.

1. Returns Eligibility

Returns may be accepted where:

  • The product is defective or faulty.
  • The incorrect product was supplied.
  • The product was damaged during delivery.
  • A return is required under applicable South African consumer legislation.

All return requests must be submitted to Renuva before any product is returned.

Returns sent without prior authorisation may be refused.

2. No Returns for Change of Mind

Unless required by applicable law, Renuva does not accept returns or provide refunds for:

  • Change of mind
  • Incorrect product selection
  • Personal preference
  • Colour preference
  • Size selection (where applicable)
  • No longer wanting the product
  • Ordering the wrong item

Please ensure you review all product descriptions, specifications, compatibility information, and images carefully before placing your order.

3. Faulty or Defective Products

If your product is faulty, defective, unsafe, or not of acceptable quality, you are protected under the Consumer Protection Act.

If a manufacturing defect is confirmed within the applicable statutory period, Renuva will, in accordance with the CPA, provide one of the following remedies:

  • Repair
  • Replacement
  • Refund

The appropriate remedy will be determined in accordance with your rights under the CPA.

Where a manufacturing defect is confirmed, Renuva will cover the reasonable return shipping costs.

4. Damaged or Incorrect Orders

If your order arrives:

  • Damaged
  • Incomplete
  • Incorrect

please notify Renuva within 48 hours of delivery.

To assist us in resolving your claim quickly, please provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Clear photographs of the packaging

Once verified, we will arrange an appropriate replacement or refund at no additional cost.

5. Hygiene Products

For hygiene and customer safety reasons, facial cleansing brushes and other personal skincare products cannot be returned if they have:

  • Been opened and used
  • Been exposed to water
  • Been used with skincare products
  • Been returned in an unsanitary condition

This restriction does not apply where the product is defective or where you are otherwise entitled to a remedy under applicable law.

6. Exclusions

Returns or refunds may be declined where:

  • The product has been damaged through misuse, abuse, negligence, or accidental damage.
  • The product has been modified or repaired by an unauthorised person.
  • Damage resulted from failure to follow the product instructions.
  • The product shows normal wear and tear.
  • Required accessories or original components are missing.
  • The claimed defect is cosmetic and does not affect normal functionality.

7. Refund Processing

Where a refund is approved, it will be processed using the original payment method.

Please allow 5–10 business days for your payment provider to process the refund.

Shipping fees are non-refundable unless:

  • The product is defective;
  • The incorrect product was supplied; or
  • The error was caused by Renuva.

8. How to Request a Return

To request a return, please contact Renuva before returning your product.

Please include:

  • Your full name
  • Order number
  • Contact details
  • Description of the issue
  • Supporting photographs where applicable

Our support team will review your request and provide further instructions. 

Please contact us at hello@renuva.co.za before returning your product.

9. Consumer Rights

Nothing contained in this Return & Refund Policy limits, excludes, or replaces any rights afforded to consumers under the Consumer Protection Act, the Electronic Communications and Transactions Act, or any other applicable South African legislation.