Refund policy

 

AURELIA GLASS – RETURNS, REFUNDS & EXCHANGES POLICY

1. Online Store Notice

Aurelia Glass operates as an online-only store. All purchases are made remotely and are subject to applicable South African eCommerce laws, including the Electronic Communications and Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2008.

2. 6-Month Warranty (Defective Goods)

All products carry a 6-month implied warranty of quality under the CPA.

If a product:

  • Is defective

  • Is not of good quality

  • Does not match description

You are entitled to:

  • A repair, replacement, or refund

Conditions:

The warranty does not apply where:

  • Damage is caused by misuse, negligence, or improper handling

  • Normal wear and tear occurs

All items are subject to inspection and testing before approval.

3. Fragile Goods (Glassware Clause)

Due to the fragile nature of glass:

  • All items are inspected before dispatch

  • Any damage must be reported within 48 hours of delivery

Requirements:

  • Photo/video evidence of:

    • Damaged item

    • Inner and outer packaging

Failure to report within 48 hours may result in the claim being rejected.

We are not liable for:

  • Damage after delivery

  • Mishandling or improper care

4. 7-Day Cooling-Off Period (Online Purchases Only)

As required by the ECTA:

  • You may return goods within 7 days of delivery, without reason

Conditions:

  • Items must be:

    • Unused

    • In original packaging

    • In resellable condition

Costs:

  • Return shipping is your responsibility

  • You carry the risk of damage during return

We may deduct reasonable costs for:

  • Handling

  • Repackaging

  • Damage caused while in your possession

5. Change of Mind (After 7 Days)

After the 7-day cooling-off period:

  • Returns are not accepted, unless required by law

  • Any approved exceptions:

    • Are at our discretion

    • May be issued as store credit only

6. Non-Returnable Cases

Returns will be refused where:

  • Items have been used or damaged after delivery

  • Original packaging is missing

  • Items are not in resellable condition

  • Requests fall outside legal timeframes

7. Return Approval Required

All returns must be approved in advance.

Process:

  1. Contact us with:

    • Order number

    • Description of issue

    • Photo/video evidence

  2. Await written approval

Unauthorised returns will:

  • Not be accepted

  • Be returned at your cost

8. Refunds

  • Processed within 7–14 business days after inspection

  • Issued via the original payment method

Non-refundable:

  • Delivery fees (unless legally required)

Deductions may apply for:

  • Missing packaging

  • Customer-caused damage

9. Delivery & Risk Transfer

  • Risk passes to the customer upon confirmed delivery

  • Customers must ensure:

    • Accurate delivery details

    • Secure receipt of goods

All delivery-related issues must be reported within 48 hours.

10. Abuse Prevention

Aurelia Glass reserves the right to:

  • Refuse returns where abuse or fraud is suspected

  • Request additional verification

  • Limit excessive return activity