Refund Policy

Last updated 5 May 2026

This Refund Policy sets out your rights as a Buyer on Aureluaand the process for cancelling orders, returning goods, and receiving refunds. It is aligned with the Consumer Protection Act 68 of 2008 ("CPA") and forms part of our Terms of Use.

1. Cooling-off period (CPA Section 16)

For goods bought through Aurelua via direct marketing or distance selling, you have a 7-day cooling-off period starting on the day you receive the goods. During this period you may cancel the order without giving a reason.

Exceptions

The cooling-off right does not apply to:

• Perishable goods (e.g. fresh flowers cut to order, food, baked goods).
• Goods made to your specifications or personalised for you.
• Goods that, by their nature, cannot be returned (e.g. opened personal-care products, items where hygiene is a concern).
• Newspapers, magazines, or downloadable digital content already accessed.

2. Defective, unsafe, or non-conforming goods (CPA Section 56)

Goods sold through Aurelua come with an implied warranty for 6 months from delivery: they must be of good quality, safe, free of defects, and reasonably suited to their intended purpose. If goods fall short within this period, you may choose to:

• Have them repaired;
• Have them replaced; or
• Receive a full refund of the purchase price.

The choice is yours, not the Seller's. The Seller may not require you to accept a credit voucher or store credit in place of the remedy you choose.

3. How to request a refund

1. Open the order in your Orders page.
2. Click "Request a refund" and explain the reason (defective, wrong item, change of mind during cooling-off, etc.).
3. If the Seller does not respond or rejects your request within 5 business days, you can escalate to Aurelua via the dispute button on the order, or by emailing info@aurelua.com.

4. Refund timelines

• Once a refund is approved (by the Seller or Aurelua), funds are released back to your original payment method within 7 business days.
• Card refunds typically appear within 3–10 business days, depending on your bank.
• EFT refunds typically clear within 1–2 business days.
• If the order was held in escrow, the funds are released directly back to you without going through the Seller's bank account first.

5. Return shipping

• Defective / wrong-item / non-conforming goods: the Seller covers return shipping.
• Cooling-off cancellations: the Buyer covers return shipping unless the Seller's listing or the Sale Goods Act provides otherwise.
• Buyer's-fault returns (e.g. wrong address provided): the Buyer is responsible for any re-delivery cost.

Always keep proof of return shipping (tracking number / receipt). If the goods don't arrive back at the Seller, the refund process can't complete.

6. Goods you cannot return

In addition to the cooling-off exclusions in Section 1, the following cannot be returned for change-of-mind reasons (but remain covered by the implied 6-month warranty for defects):

• Goods that have been used or worn beyond reasonable inspection.
• Goods missing original packaging, tags, or accessories.
• Hair extensions, wigs, or similar items where the seal has been broken (hygiene reasons — but defects are still covered).
• Custom-made items (e.g. florist arrangements made to a specific brief).

7. Disputes between Buyers and Sellers

Most refund requests are resolved directly between Buyer and Seller through the order's chat thread. If you cannot reach an agreement, either party may escalate the dispute to Aurelua. We review the order record, communications, and any evidence provided, and decide how platform-held funds should be released.

Aurelua's decision is binding for the limited purpose of how we release funds we hold; it does not limit your rights to pursue further remedies under the CPA, the Magistrates' Court small-claims process, or the National Consumer Commission.

8. Chargebacks

Please raise refund requests with the Seller and with Aurelua before opening a chargeback with your bank. Chargebacks bypass the platform's dispute process and may result in your account being frozen pending investigation. We work with Buyers in good faith — most issues are faster to resolve through us than through your bank.

9. Contacting Aurelua

We aim to respond to refund queries within 1 business day.

10. Statutory rights are not affected

Nothing in this Refund Policy excludes or limits your rights under the Consumer Protection Act, the Sale Goods Act, or any other applicable South African law.