RETURN & REFUND POLICY

Last updated: 11 August 2026

At PÚRIVA, we want you to shop with confidence. If something isn’t right with your order, we’re here to help. This policy explains how returns, refunds and cancellations are handled.

1. 14-DAY RETURNS

Eligible products may be returned within 14 days of delivery.

To qualify for a return, the product must be:

• Unused and unopened
• In its original packaging
• In the same condition in which it was received
• Suitable for resale

Please contact PÚRIVA before sending an item back so we can provide the appropriate return instructions.

2. HYGIENE & NON-RETURNABLE ITEMS

Because PÚRIVA sells personal-care and hygiene products, products that have been opened, used or otherwise made unsuitable for resale for hygiene reasons may not be eligible for change-of-mind returns.

Gift cards and items clearly identified as final sale before purchase may also be excluded from change-of-mind returns where permitted by applicable law.

This does not affect your rights where a product is defective, damaged, incorrectly supplied, or where applicable consumer law provides otherwise.

3. DAMAGED, DEFECTIVE OR INCORRECT ORDERS

If you receive a product that is damaged, defective or different from what you ordered, please contact us as soon as possible at support@puriva.co.za.

Include:

• Your order number
• A description of the problem
• Clear photos or videos where reasonably necessary to demonstrate the issue

We’ll review the issue promptly and provide an appropriate remedy, which may include a replacement or store credit, depending on the circumstances and applicable consumer law.

4. RETURN SHIPPING

For an eligible change-of-mind return where there is nothing wrong with the product, the customer is responsible for the cost of returning the item.

If the return results from a damaged, defective or incorrect product, PÚRIVA will provide instructions for resolving the issue .

5. REFUNDS

Once an approved return is received and inspected, we’ll notify you of the outcome.

Approved refunds will be issued to the original payment method.

After PÚRIVA issues a refund, your bank or payment provider may take a few days to reflect the funds in your account.

6. CANCELLATIONS

Orders may be cancelled within 1 hour of purchase through the available cancellation process or by contacting us immediately.

After the 1-hour cancellation window has passed, your order may enter fulfilment and we cannot guarantee that it can still be cancelled.

If you contact us after this period and fulfilment has not yet begun, we’ll make reasonable efforts to assist.

7. EXCHANGES

We do not currently offer standard exchanges.

If you’ve received a damaged, defective or incorrect product, contact us and we’ll provide the appropriate resolution.

8. HOW TO REQUEST A RETURN OR REFUND

To request assistance:

Email: support@puriva.co.za

Please provide your order number, reason for the request and any relevant supporting information.

Do not send an item to an address without first receiving return instructions from PÚRIVA. The appropriate return location may vary depending on the order.

9. YOUR CONSUMER RIGHTS

Nothing in this policy is intended to exclude or limit any rights or remedies available to customers under applicable South African consumer law.

Where this policy and applicable law differ, the rights provided by applicable law will apply.

10. CONTACT US

Questions about a return, refund, cancellation or order issue can be sent to:

support@puriva.co.za

We aim to resolve customer concerns directly and as quickly and fairly as possible.