Refund and Returns Policy

1. Introduction

This Refunds and Returns Policy explains when products bought from LiVan – Essence of Grace may be returned, exchanged, refunded or replaced. It is intended to work together with our Terms and Conditions, Privacy Policy and any product-specific notices shown on the website. This policy is drafted to align with the Consumer Protection Act, 2008 (CPA) and the Electronic Communications and Transactions Act, 2002 (ECTA), while recognising that some beauty and personal-care products have hygiene and safety limitations once opened.

2. Supplier Details

LiVan – Essence of Grace
Owner: Liza Conradie
Physical address: 16 Palm Drive, Zinkwazi Beach, 4480, KwaZulu-Natal, South Africa
Email: orders@livan.co.za
Phone / WhatsApp: 082 487 0887
Business hours: 08h00 – 18h00

3. General Return Principles

Because LiVan sells perfume, body products and personal-care items, returns are handled with particular care for hygiene, product integrity and customer safety. Products that have been opened, sprayed, used, tested, tampered with, or are no longer in a resalable hygienic condition may be refused for a voluntary return, unless the return is based on a legal right such as defective, damaged, or incorrectly supplied goods. The CPA still gives consumers important protections for defective goods and certain cancellations, and those rights are not limited by this policy.

4. When You May Contact Us for a Return

You should contact LiVan as soon as possible if:

• you received the wrong item;
• the item arrived damaged;
• the product appears defective;
• the order was incomplete;
• the item supplied is materially different from what was ordered or advertised; or
• you believe you have a valid statutory cancellation right. CGSO guidance specifically deals with complaints about delivery, defects, exchanges, items that differ from what was ordered, and goods delivered damaged.

5. Incorrect, Damaged or Incomplete Orders

If you receive an incorrect item, a damaged parcel, or an incomplete order, you must notify LiVan as soon as reasonably possible, preferably within 48 hours of delivery, with your order number, a clear description of the issue, and supporting photographs where possible. Early notice helps us investigate with the courier and resolve the matter faster. Where the problem is confirmed, LiVan may offer a replacement, exchange, store credit, collection, or refund, depending on the circumstances and what the law requires.

6. Defective Products and the CPA 6-Month Warranty

Under the CPA, consumers generally have an implied warranty of quality for six months from delivery. If a product fails to meet the standards required by law, the consumer may be entitled to a repair, replacement or refund, depending on the circumstances. This applies to qualifying defective goods and cannot be unfairly excluded by a supplier.

For LiVan, a product may be considered defective where, for example, it was contaminated before delivery, leaking due to a manufacturing fault, materially different from what was ordered, or otherwise not of acceptable quality for normal cosmetic use. LiVan may ask for photographs, batch details, packaging details, and return of the product for inspection before finalising the remedy, especially where the cause of the issue is unclear. CGSO notes that inspection may be used in some cases to determine whether a fault was due to a defect or consumer misuse.

7. No Change-of-Mind Returns on Opened Personal-Care Products

For health, hygiene and safety reasons, LiVan does not accept change-of-mind returns on products that have been:

• opened;
• unsealed;
• sprayed;
• tested;
• used;
• tampered with; or
• returned without original packaging in saleable condition.

This rule is especially important for perfumes, body washes, creams, body oils, mists and similar personal-care items. This does not remove your CPA rights in relation to defective, damaged or incorrectly supplied goods.

8. Voluntary Returns of Unopened Goods

LiVan may, at its discretion, accept a voluntary return of an unused and unopened product if:

• the request is made promptly after delivery;
• the product is still sealed and in original, saleable condition;
• all original packaging is intact;
• proof of purchase is provided; and
• LiVan approves the return in writing before the item is sent back.

Where LiVan accepts a voluntary return that is not based on a legal defect or incorrect supply, the customer may be responsible for the direct cost of return shipping, and the original delivery fee may not be refundable.

9. Cooling-Off Rights for Direct Marketing

If your purchase resulted from direct marketing, South African law may give you a cooling-off right. Under the CPA, a consumer may cancel a direct-marketing transaction within 5 business days after the later of the date of the agreement or the date of delivery. Separately, ECTA provides a 7-day cooling-off period for certain qualifying electronic transactions, subject to exclusions and conditions in the Act.

If you believe your order qualifies for a cooling-off cancellation, notify LiVan immediately in writing at orders@livan.co.za. If the cancellation right legally applies, you may have to return the goods and may be liable only for the direct cost of returning them, depending on the circumstances and the law that applies.

10. Products That Cannot Be Returned Except Where Required by Law

The following may not be returned on a voluntary basis, unless the law requires otherwise:

• opened perfumes or body products;
• used cosmetics or skincare items;
• unsealed hygiene-sensitive goods;
• products damaged through misuse, neglect, improper storage or normal wear after delivery;
• items returned without sufficient proof of purchase;
• specially made, customised, personalised or specially sourced goods, unless defective or otherwise returnable in law. The ECTA cooling-off section also contains exclusions for certain transaction categories.

11. How to Request a Return

To request a return, email orders@livan.co.za and include:

• your full name;
• order number;
• contact number;
• product name;
• reason for the return;
• photographs of the product, packaging and issue, if applicable.

Do not send goods back before LiVan confirms the return instructions. This helps avoid lost parcels and ensures the return is handled correctly.

12. Return Shipping

Where a return is approved because LiVan supplied the wrong item, or because the product was damaged before delivery, defective, or otherwise returnable in law, LiVan will advise whether collection will be arranged or whether return shipping will be reimbursed. Where a return is accepted only as a goodwill or voluntary return, the customer will usually be responsible for the direct return cost. ECTA expressly contemplates that, in qualifying cooling-off cancellations, the consumer may be liable for the direct cost of returning goods.

13. Refund Method and Timing

Approved refunds will generally be processed to the original payment method used for the purchase, where reasonably possible. If payment was made by EFT, the refund may be made to a bank account verified by LiVan. Refunds are processed within a reasonable time after approval, but the final reflection time depends on banks and payment providers.

LiVan may refuse a refund request where:

• the item is not eligible for return;
• there is evidence of misuse, tampering or abuse;
• the product defect is caused by improper storage or use after delivery;
• the item returned is not the item supplied by LiVan; or
• the claim is fraudulent or misleading.

These limitations do not apply where a consumer has a clear non-excludable legal right under the CPA or ECTA.

14. Exchanges

LiVan may offer an exchange instead of a refund where appropriate, especially if:

• the wrong item was sent;
• the item was damaged in transit;
• the same product is available and the customer prefers replacement.

Exchanges are subject to stock availability. If no replacement stock is available, LiVan may offer store credit or a refund, depending on the circumstances and legal position.

15. Customer Responsibilities

To help protect your rights, you should:

• inspect your parcel as soon as possible after delivery;
• keep the original packaging until you are satisfied with the item;
• store perfume and body products correctly;
• follow all use instructions and warnings;
• stop use immediately if irritation occurs.

LiVan is not responsible for issues caused by misuse, failure to follow product guidance, known allergies, or storage in unsuitable conditions such as direct heat, excessive sunlight or contamination after delivery.

16. Complaint Escalation

If you are unhappy with the outcome of a return or refund request, please first contact LiVan directly at orders@livan.co.za so we can try to resolve the matter. If the complaint remains unresolved, you may be able to refer the matter to the Consumer Goods and Services Ombud (CGSO), which handles consumer goods and services complaints in South Africa free of charge.

17. Contact

For all returns and refund requests, contact:

LiVan – Essence of Grace
Email: orders@livan.co.za
Phone / WhatsApp: 082 487 0887
Address: 16 Palm Drive, Zinkwazi Beach, 4480, KwaZulu-Natal, South Africa