This Returns & Refunds Policy sets out the conditions under which products purchased via the Envestpro Online Shop may be returned and when refunds and or credits (‘ellie bucks”) will be processed for returned items, in compliance with the Consumer Protection Act, 68 of 2008 (CPA).

This Policy applies to all purchases made through the Online Shop, whether paid for by cash, card, “ellie Bucks”, or a combination of these.

You may return products purchased online if:

• The product is defective, damaged, or does not match the description provided.
• You changed your mind within 7 days of receiving the product (cooling-off period as per the CPA, applicable only to online purchases).
• The wrong product was delivered.

The following items cannot be returned unless defective or incorrectly supplied:

• Digital/downloadable products. 
• Customised or personalised items. 
• Perishable goods. 
• Products not returned in original packaging or that show signs of use beyond reasonable handling.

• All return requests must be lodged by emailing chane@envestpro.co.za within the applicable period.
• Proof of purchase (order confirmation or invoice) must accompany the return.
• Products must be unused, in original condition, and returned with all packaging, manuals, and accessories.
• Returns must be within 7 days of receipt of the item.

• Refunds will be processed within 10 days once the returned product has been received, inspected and approved.
• Refunds will be made using the same payment method used at purchase unless otherwise agreed.
• Shipping costs are non-refundable unless the product was defective or incorrectly delivered.
• “ellie Bucks” Purchases: Refunded in “ellie Bucks” credited back to the individuals balance.  No cash equivalent is payable for “ellie”Bucks”.
• Mixed Payment Refund: Refunds are applied proportionally. Example: if 50% of the purchase was “ellie Bucks” and 50% cash, refunds will be split accordingly.

• Where possible, customers may elect to exchange the product instead of receiving a refund/credit. 
• Exchanges are subject to stock availability.

This Policy does not affect your statutory rights under the CPA.

• We currently deliver within the Republic of South Africa.
• Delivery outside South Africa is not possible.

• Standard delivery takes 7 business days from the date of order confirmation.
• Outlying or rural areas may take longer.
• Delivery timelines are estimates only. Envestpro is not liable for delays caused by third-party couriers, unforeseen events, or force majeure.

• Delivery fees will be calculated and displayed at checkout.
• All delivery charges are for the purchasers own account and will not be paid by Envestpro. 
• Delivery charges cannot be paid using “ellie Bucks”. 
• Where applicable from time tom time free delivery promotions will be advertised clearly on the Online Shop at check out stage.

• Risk of loss or damage to products passes to you upon delivery at the specified address.
• Ownership of products transfers only once payment has been received in full and reflect in the applicable bank account.

• If no one is available to accept delivery, the courier will attempt re-delivery or contact you to make alternative arrangements. 
• Additional charges may apply for failed delivery attempts caused by incorrect or incomplete address details or unavailability to accept delivery.

• Tracking details will be provided once your order is dispatched by the courier company.
• Customers are responsible for monitoring their delivery status.

Envestpro partners with reputable courier services. While we take care to ensure reliable service, Envestpro is not responsible for actions, delays, or errors caused by third-party couriers.