Refund policy

Because our devices are used directly on skin, often with oils, we can't accept returns once an item has been used — the same way skincare and beauty tools work everywhere, for your hygiene and ours. But we stand firmly behind what we make: every AELVAY device comes with a 60-Day Guarantee. If it arrives faulty or breaks within 60 days, we will repair it, replace it, or refund you in full. No fine print. No hoops to jump through. No back-and-forth. That's our word.

South African Cooling-Off Right
Separately from our 60-day guarantee, South African law (Section 44 of the Electronic Communications and Transactions Act) gives you the right to cancel your order for any reason, without penalty, within 7 days of receiving your item. To cancel under this right, contact us at support@aelvay.co.za within 7 days of delivery. If your cancellation is valid, we will refund you in full within 30 days of the date of cancellation. You will be responsible for the direct cost of returning the item to us.

To be eligible under our 60-Day Guarantee, you'll need your receipt or proof of purchase, and the issue must be a genuine fault or defect rather than normal wear and tear.

To start a return, you can contact us at support@aelvay.co.za.

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@aelvay.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at support@aelvay.co.za