Refund policy
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CUSTOMER CAREReturns & Refunds
Your comfort matters. If something isn't right with your order, we're here to help you find a fair solution.
Last updated: 27 October 2026
Your trust comes first.
RELIVO is a South African body-wellness brand focused on thoughtful comfort for everyday life. We aim to make shopping straightforward through clear product information, secure checkout and helpful customer support.
This policy explains how we handle returns, refunds, cancellations and delivery concerns while respecting your rights under applicable South African consumer law.
Our return policy, explained.
Select a section below to learn more.
We want you to receive the product you ordered in the condition reasonably expected. Return requests are assessed according to the circumstances and your rights under South African law.
We can assist with requests involving:
- Products that arrive damaged, defective or unsafe.
- Incorrect products or missing items.
- Qualifying online order cancellations.
- Change-of-mind returns where a legal right or agreed return arrangement applies.
Please contact us before sending a product back so we can identify your order and provide suitable instructions.
Nothing in this policy excludes, restricts or waives a consumer right that cannot lawfully be excluded.
If your item arrives damaged, is defective or unsafe, or differs from what you ordered, please email us as soon as reasonably possible.
Please include your order number, a description of the issue and photographs or a short video where relevant.
We may request reasonable information to assess the claim. Keep the product and its accessories while we advise you on the next steps.
Your legal rights: Section 56 of the Consumer Protection Act 68 of 2008 generally provides a six-month implied warranty period for qualifying goods. Where it applies, qualifying goods may be returned at the supplier's risk and expense, and the consumer may choose repair, replacement or refund as provided by the Act.
The circumstances and applicable legal requirements determine whether a particular claim qualifies.
Section 44 of the Electronic Communications and Transactions Act 25 of 2002 generally permits cancellation without reason or penalty within seven days after receiving goods in qualifying online transactions, subject to statutory exceptions.
Certain transactions and categories of goods are excluded. The direct cost of returning goods may be payable by the consumer where the law permits.
To request cancellation, email relivosouthafrica@gmail.com with your order number and the subject line Online Order Cancellation.
If your order has already been dispatched, contact us for instructions. Dispatch does not automatically remove any cancellation right available under applicable law.
Where section 44 applies, refunds are generally due within 30 days after cancellation, as provided by the Act.
For health, safety and hygiene reasons, please keep your product, supplied accessories, charger, instruction manual and packaging together while your request is assessed.
Where a return is permitted, we may ask you to include original accessories and packaging where reasonably possible.
We will not automatically reject a valid statutory claim solely because packaging is missing or because you reasonably inspected the product to identify a defect.
Any hygiene-related restriction or exception will be assessed in accordance with the law and the circumstances. This section does not remove your rights relating to defective or unsafe goods.
Once a refund has been approved, we will arrange it in accordance with applicable legal requirements and the circumstances of the claim.
- Qualifying defective goods: remedies and return costs are handled in accordance with the CPA where applicable.
- Qualifying online cancellations: the applicable ECTA refund deadline generally is 30 days after cancellation.
- Other approved refunds: we will communicate the expected processing arrangements.
Refunds will generally be returned through the original payment method where practicable and permitted by the payment provider. Your bank or payment provider may require additional time for the funds to appear.
We will not apply an unlawful fee or reduce a refund below the amount required by law.
Our standard delivery estimate is 3–5 business days nationwide via Aramex, subject to the order details and delivery conditions communicated at checkout.
If your parcel has not arrived within the expected period, tracking has stopped updating, or your parcel appears damaged or missing, email us with your order number.
We will investigate and liaise with the delivery provider where appropriate.
Section 46 of the ECTA addresses failures to perform under qualifying electronic transactions. Depending on the agreed delivery period and circumstances, the law may allow cancellation after the relevant statutory notice period. Your legal rights are not removed by this policy.
If you need to change your delivery details or cancel an order, contact us as soon as possible.
We will check whether the order has entered fulfilment or has already been dispatched. Changes cannot be guaranteed once processing has started.
If the order cannot be stopped, we will explain the available options in accordance with applicable policy and law. Processing or dispatch does not remove any statutory right that still applies.
- Email our support team using the button below.
- Include your order number and reason for the request.
- Attach photographs or supporting information if relevant.
- Wait for our reply with instructions for your case.
- Follow the agreed return arrangements where a return is required.
Please do not send goods to an unconfirmed address. We will provide return instructions after reviewing your enquiry.
Request a Return or Refund ↗RELIVO aims to provide a straightforward online shopping experience with clear product information, secure payment processing and helpful customer communication.
Orders are placed through our online store. Payments are processed using the payment methods made available at checkout, including supported Yoco payment options.
We aim to deal with enquiries respectfully and fairly, explain the next steps and comply with our obligations under applicable South African law.
If any provision of this policy conflicts with a consumer right that cannot lawfully be excluded, the applicable legal right will prevail.
Let's make things right.
Need help with your order? Contact our team by email and we'll guide you through the next steps.
relivosouthafrica@gmail.com Contact RELIVO Support ↗Please include your order number so we can assist you efficiently.
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