Refund policy


Refund & Return Policy 

Last Updated: May 22, 2026

This Refund & Return Policy applies to all purchases made through Purevella, a South African-based online store operating with international third-party suppliers and fulfilment partners.

By placing an order, you expressly agree to the terms below.

1. General Policy Notice

All orders are fulfilled through third-party logistics partners and international suppliers. As such:

  • Delivery times are estimates only and not guaranteed

  • Product appearance may vary slightly due to supplier batches

  • Minor delays, packaging differences, or transit wear do not qualify for refunds

  • The customer accepts all standard risks associated with cross-border shipping

Refunds are only issued under strict eligibility conditions outlined below.

2. Strict Refund Eligibility Conditions

Refunds, replacements, or resends are ONLY considered if ALL conditions are met:

  • Item is proven defective or severely damaged on arrival

  • Wrong item delivered (verified by supplier and tracking records)

  • Parcel is confirmed lost by courier investigation

  • Major functional defect confirmed with evidence

  • The claim is submitted within required timeframe

We do NOT issue refunds for:

  • Buyer’s remorse

  • Change of mind

  • Incorrect expectations

  • Delayed delivery within stated timelines

  • Minor cosmetic defects

  • Packaging damage

  • Misuse of product

3. Delivery Time & Delay Policy 

Delivery timelines are estimates and not guarantees.

South Africa Orders

Disputes for non-delivery are only considered after 45 days from dispatch.

High-Delay International Routes

Certain regions require extended protection windows:

  • Brazil: 110 days after dispatch

  • Other high-risk destinations: extended timelines may apply

Important Rules:

  • No refunds are issued for “late delivery” within dispute windows

  • Customers must track and follow up with local couriers

  • Orders marked “in transit” are NOT eligible for refunds

  • Customs delays are NOT refundable under any circumstances

If tracking shows movement or status updates, the order is considered active and non-refundable.

4. “Delivered” Status Rule 

If tracking shows DELIVERED, then:

  • The order is considered fully completed

  • No refund or resend will be issued automatically

To dispute delivery, the customer MUST provide:

  • Official signed proof of non-receipt from courier/post office

  • Valid identification matching delivery address investigation

  • Written confirmation from local postal authority (SAPO or courier)

Without official documentation, ALL claims are automatically rejected.

5. Lost or Undelivered Parcels

If a parcel is delayed or missing:

  • Customers must first contact their local post office or courier

  • Parcels may be held at pickup points due to:

    • Incorrect address

    • Missed delivery attempts

    • Uncollected parcels

    • Customs clearance issues

If the parcel is returned to sender or destroyed due to non-collection:

  • NO refund will be issued

  • NO replacement will be issued

  • Customer assumes full responsibility

Refunds or replacements will not be issued where delivery failure is caused by:

  • Incorrect or incomplete address
  • Wrong contact details
  • Refused delivery
  • Failure to collect parcel from courier or post office
  • Customs rejection or clearance failure

Once a parcel enters the local courier system, responsibility for collection may shift to the customer depending on courier policy.

6. Damage Policy

Refunds/replacements ONLY apply to the following:

Eligible Damage:

  • Severe breakage affecting functionality

  • Factory defects confirmed with evidence

NOT Eligible:

  • Cosmetic damage (scratches, dents, packaging wear)

  • Minor imperfections

  • Damage caused by handling after delivery

  • Water damage or misuse

  • “Not as expected” claims

Requirements:

  • A clear unedited video unboxing required

  • Photos of packaging + product required

  • The claim must be submitted within 30 days of delivery

Failure to provide evidence = automatic rejection.

7. Incorrect or Missing Items

Strict verification applies.

Eligible:

  • Completely wrong product (verified by warehouse logs)

  • Missing essential functional parts

Not Eligible:

  • Colour variation

  • Size perception issues

  • Minor accessory discrepancies that do not affect function

Requirements:

  • Full proof (photos + order details + complaint screenshot)

  • Supplier confirmation may be required

We reserve the right to:

  • Resend missing parts only

  • Offer partial refund instead of full refund

  • Reject claims if evidence is insufficient

8. Returns 

Returns are ONLY accepted if pre-approved.

Conditions:

  • Must be requested within 7 days of delivery

  • The item must be unused and in original condition

  • The return must be authorised in writing

The customer is ALWAYS responsible for:

  • Return shipping costs

  • Packaging and courier risk

  • Tracking return shipment

Unauthorised returns are:

  • Automatically rejected

  • Not refunded

  • Not returned to customer

9. Return Inspection & Fees

All returns are subject to strict inspection.

If approved:

  • A R24.70 inbound processing fee applies

  • The item may be stored in supplier inventory

  • Only product cost is eligible for refund

Non-refundable:

  • Shipping fees

  • Taxes and duties

  • Payment processing fees

  • Customs charges

Returns may be rejected if:

  • Item shows any sign of use

  • Packaging is missing or damaged

  • Accessories are incomplete

Rejected items:

  • Will be discarded OR

  • Returned at customer expense

10. Cancellation Policy

Orders can ONLY be cancelled before processing begins.

Once processing starts:

  • Cancellation is NOT possible

  • Supplier orders cannot be reversed

  • Custom or reserved stock orders are non-cancellable

This includes:

  • Print-on-demand products

  • Branding/custom items

  • Warehouse-allocated inventory

11. Dispute Window 

All disputes must be opened before the order is closed.

Orders automatically close 30 days after “Delivered” status.

After closure:

  • No refunds

  • No disputes

  • No chargeback support

  • No resends

System records are final.

12. Chargebacks & Fraud Protection

We actively defend against:

  • False “item not received” claims

  • Friendly fraud chargebacks

  • Misuse of refund policy

  • Duplicate disputes

We provide evidence, including the following:

  • Tracking logs

  • Delivery confirmation

  • Courier records

  • Customer communication history

Customers who initiate fraudulent disputes may be blacklisted.

13. Force Majeure

We are not liable for any failure or delay caused by events outside our control, including:

  • Customs delays (SARS clearance)

  • Courier disruptions

  • Load shedding affecting logistics systems

  • Natural disasters

  • Strikes

  • War or international conflict

  • Pandemics

  • Government restrictions

  • System outages

All obligations are suspended during such events.

14. Limitation of Liability

To the maximum extent permitted under South African law:

  • Liability is strictly limited to the purchase price of the product

  • We are not responsible for indirect, incidental, or consequential losses

  • We are not responsible for courier or supplier failures

15. Final Agreement

By placing an order, the customer acknowledges:

  • They understand this is a cross-border dropshipping model

  • They accept extended shipping timelines and supplier handling

  • They agree to the strict refund and dispute conditions above

  • They waive claims outside of stated eligibility rules

16. Contact Information

Purevella
Email: info@purevella.co.za
Location: South Africa