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REFUND & RETURNS POLICY

Evil Eye Sanctuary

Last Updated: 2026

1. OVERVIEW

Evil Eye Sanctuary operates as:

  • A direct online store (our own products)
  • A Pre-Loved Collection (second-hand items)
  • A Curated Marketplace (third-party suppliers selling through our platform)

This policy outlines how returns, refunds, and exchanges are handled across all categories in accordance with South African consumer protection laws.

2. GENERAL RETURN ELIGIBILITY

Customers may request a return or refund if:

  • The item is defective, damaged, or incorrect
  • The item is not as described
  • The request is made within 7 days of delivery (Cooling-off period where applicable)

Returned items must:

  • Be unused (unless defective)
  • Be in original packaging
  • Include all accessories

3. CHANGE OF MIND (COOLING-OFF PERIOD)

In line with South African law (E-Commerce regulations under the CPA):

Customers may return items within 7 days of delivery for a refund if:

  • The product is not used
  • The product is returned in original condition

⚠️ Customer is responsible for:

  • Return shipping costs
  • Ensuring safe return of goods

4. NON-RETURNABLE ITEMS

The following items cannot be returned or refunded:

🔸 Pre-Loved Collection

All items sold under Pre-Loved / Reclaimed Treasures:

  • Are sold as-is
  • Are non-refundable and non-returnable

Customers are responsible for reviewing product descriptions and images carefully before purchasing.

🔸 Hygiene & Safety Products (Beauty Collection)

Due to hygiene regulations, the following cannot be returned:

  • Opened skincare or beauty products
  • Personal care items once used
  • Any item that has been tampered with

🔸 Custom or Made-to-Order Items

  • Personalized or custom-made products are non-refundable unless defective

5. DEFECTIVE OR DAMAGED ITEMS

If a product arrives:

  • Damaged
  • Faulty
  • Incorrect

Customers must:

  • Notify us within 48 hours of delivery
  • Provide clear photos or videos

We will:

  • Offer a replacement, or
  • Issue a full refund, including delivery costs (where applicable)

6. CURATED MARKETPLACE (THIRD-PARTY SELLERS)

Products sold under the Curated Marketplace / The Collective are supplied by independent sellers.

Important:

  • Each supplier may have specific return policies
  • However, all sellers must comply with South African consumer laws

Process:

  • Return requests will be reviewed and approved by the supplier
  • Evil Eye Sanctuary will act as a facilitator

We will assist in resolving disputes, but:

The final responsibility for product quality lies with the supplier.

7. REFUND PROCESS

Once a return is approved:

  • Items must be returned within 7 days
  • Refunds are processed within 5–10 business days after inspection

Refund methods:

  • Original payment method
  • Store credit (if agreed)

8. SHIPPING COSTS

  • Customer pays return shipping for non-defective items
  • We cover shipping costs if:
    • Item is defective
    • Incorrect item was sent

9. ORDER CANCELLATIONS

Orders may be cancelled:

  • Before dispatch → Full refund
  • After dispatch → Treated as a return

10. DISPUTE RESOLUTION

If a dispute arises:

  • Customers are encouraged to contact us first
  • We will work with suppliers to resolve the issue fairly

Customers retain the right to escalate complaints to:

  • The National Consumer Commission (South Africa)

11. CONTACT INFORMATION

For all return and refund queries:

📧 Email: info@evileyes.co.za
📍 Business Name: Evil Eye Sanctuary

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