Your confidence in every EVERA order matters to us.
If something is not right, please contact us and we will help you through the next step. This policy applies to purchases made through the EVERA online store and does not limit any rights available to you under South African consumer law.
Unwanted or Change-of-Mind Returns
You may request a return within 14 days of delivery, provided that the product is:
- unused, unopened and in its original condition;
- sealed in its original, undamaged packaging with all labels and accessories included; and
- accompanied by valid proof of purchase.
To request a return, email everaa.za@gmail.com with your order number, the product you wish to return and the reason for the request. Please wait for return instructions before sending a parcel.
Health, Hygiene and Non-Returnable Products
For health and hygiene reasons, we cannot accept a change-of-mind return once a supplement, collagen product, consumable, toothpaste, cosmetic, beauty product or other sealed health item has been opened, used or had its protective seal removed. This restriction does not apply where a product is defective, unsafe, incorrectly supplied or where applicable law gives you a right to return it.
Gift cards, personalised products and items clearly marked as final sale are also not returnable for change of mind. Sale items remain covered where they are defective or incorrectly supplied.
Damaged, Incorrect or Defective Products
Please inspect your order as soon as it arrives. If an item is damaged in transit, missing or incorrect, contact us within 48 hours where reasonably possible and include your order number plus clear photographs of the product and packaging.
For defective goods, your rights under the Consumer Protection Act may continue for up to six months after delivery. Once assessed, the appropriate remedy may be a repair, replacement or refund, depending on the circumstances and applicable law.
Return Shipping
- For an approved change-of-mind return, return delivery costs are the customer’s responsibility.
- If the product is defective, damaged in transit or incorrectly supplied, EVERA will arrange or reimburse reasonable return delivery costs within South Africa.
Please use a trackable delivery service and package the item securely. EVERA cannot accept responsibility for a change-of-mind return parcel lost before it reaches us.
Refunds
Returned products are inspected before a refund is approved. We will notify you of the outcome after inspection. Approved refunds are issued to the original payment method, normally within 5–10 business days. Your bank or payment provider may require additional processing time.
Original delivery fees are not refundable for change-of-mind returns. They will be refunded where required by law or where the return results from a defective, damaged or incorrectly supplied product.
Exchanges
Exchanges are subject to stock availability. If a replacement is unavailable, we will offer an appropriate alternative or refund once the return has been approved.
Order Cancellations
If you need to cancel an order, email us as soon as possible. We will try to stop the order before dispatch. Once an order has left our facility, the return conditions above apply.
Contact Us
For assistance with a return, exchange or refund, email everaa.za@gmail.com. Please include your order number so we can help you quickly.
This policy should be read together with applicable rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.