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1. General
We want you to be happy with your purchase. If you are not satisfied with your order, you may request a return, exchange, or refund, subject to the terms below.
This policy applies to purchases made through our online store and should be read together with any rights you may have under applicable South African consumer law. Nothing in this policy limits your statutory rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.
2. Change-of-mind returns
If you change your mind about a physical book purchased from our online store, you may return it within 7 days of receiving your order, provided that:
- the book is unused;
- it is in its original condition;
- it is undamaged; and
- it is returned in its original packaging, where applicable.
For change-of-mind returns, the customer is responsible for the direct cost of returning the item, unless we agree otherwise. South Africa’s ECTA provides a cooling-off right for certain electronic transactions, allowing cancellation within seven days of receipt of goods, with the direct return cost generally for the consumer.
3. Damaged, defective, or incorrect items
If you receive a book that is:
- damaged on arrival,
- defective,
- misprinted, or
- not the item you ordered,
please contact us as soon as possible, ideally within 7 days of delivery.
Where a product is defective or unsafe, the CPA gives consumers the right, within 6 months of delivery, to return the item at the supplier’s risk and expense and choose a repair, replacement, or refund. For books, this would usually mean a replacement or refund.
If we sent you the wrong item, or the item arrived damaged due to our error, we will arrange collection where appropriate and refund or replace the item at no additional cost to you. The CPA also provides return and refund rights where the wrong goods, mixed goods, or unsuitable goods are supplied.
4. Condition of returned items
Returned items must be sent back in a saleable condition unless they are being returned because they are defective, damaged, or incorrect.
We may decline a return or reduce the refund amount where an item has been used, damaged, altered, or is not returned in a reasonable condition, except where the return is based on a valid statutory right relating to defective or incorrectly supplied goods. The CPA allows certain deductions in some return situations depending on the condition of returned goods.
5. Non-returnable items
The following items are generally not eligible for return unless defective or required by law:
- digital products, e-books, downloadable content, or audiobooks once accessed or downloaded;
- gift cards or vouchers;
- personalised or special-order items;
- items damaged due to misuse, neglect, or normal wear and tear.
6. How to request a return
To request a return, please email us at [insert email address] with:
- your order number;
- your full name;
- the reason for the return; and
- clear photos, if the item is damaged, defective, or incorrect.
We may ask for additional information before approving the return.
7. Return shipping
For approved change-of-mind returns, you will usually be responsible for the return courier cost.
For approved returns involving defective, damaged, or incorrect items, we will cover the reasonable return or collection cost. Under the CPA, defective goods returned within six months are returned at the supplier’s risk and expense.
8. Refunds
Once the returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be processed to your original payment method within 7 to 10 business days, unless a longer period is required by your bank or payment provider.
Where a statutory cooling-off cancellation applies, ECTA requires the supplier to refund payment within 30 days of cancellation. Under the CPA’s direct-marketing cooling-off provision, payment must be returned within 15 business days after the required notice or return of goods.
9. Delivery issues
If your order has not been delivered within the agreed time, or within a reasonable time where no delivery period was agreed, please contact us. Under ECTA, a supplier must execute the order within 30 days unless another period was agreed, and if the supplier fails to do so, the consumer may cancel on written notice. If goods are unavailable, the supplier must notify the consumer and refund payments within 30 days.
10. Contact details
For all returns, refunds, and exchanges, please contact:
Email: Carla@jivana.co.za
Phone/WhatsApp: 082 402 8169
Business name: Jivana Yoga Studio
