ELORIA GLOW — RETURNS, REFUNDS & WARRANTY POLICY

Last updated: 1 September 2026

At Eloria Glow, we want our customers to shop with confidence. This Returns, Refunds & Warranty Policy explains when products may be returned, exchanged, repaired or refunded.

This policy is subject to applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”). Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded.

1. CHANGE-OF-MIND RETURNS FOR ONLINE ORDERS

Where the cooling-off provisions of section 44 of ECTA apply, a customer may cancel an eligible online purchase within 7 days after receiving the goods, without giving a reason and without penalty.

The customer will be responsible only for the direct cost of returning the goods to Eloria Glow, as permitted by law. Where the customer has already paid, the applicable refund will be processed within the period required by law.

The statutory ECTA cooling-off right is subject to the exceptions provided by ECTA and does not apply where legislation lawfully excludes a particular transaction or type of goods.

For change-of-mind returns, we ask that the product be returned, where reasonably possible, with its original packaging, accessories, charging equipment, manuals and other items supplied with it.

Customers must take reasonable care of products while they are in their possession.

Nothing in this section limits any statutory right relating to defective, unsafe or non-compliant goods.

2. DEFECTIVE OR FAULTY PRODUCTS — 6-MONTH CPA WARRANTY

Under sections 55 and 56 of the CPA, consumers have the right to receive goods that are reasonably suitable for their intended purpose, of good quality, in good working order, free from defects and reasonably durable.

If your Eloria Glow product fails to meet these statutory standards within six months after delivery, you may return it to us without penalty and at Eloria Glow's risk and expense, subject to the CPA.

Where section 56 applies, the customer may choose between:

• repair of the defective product;
• replacement of the defective product; or
• a refund of the price paid.

Eloria Glow will not substitute its preferred remedy where the CPA gives the consumer the right to choose the remedy.

3. REPAIRED PRODUCTS

If Eloria Glow repairs a product and, within three months after that repair, the original defect has not been remedied or another failure, defect or unsafe feature is discovered, the customer will be entitled, where section 56(3) of the CPA applies, to a replacement or refund.

4. WHAT IS NOT CONSIDERED A PRODUCT DEFECT?

To the fullest extent permitted by applicable law, Eloria Glow is not responsible for damage or failure caused after delivery by circumstances unrelated to an inherent defect in the product.

This may include damage caused by misuse, abuse, neglect, accidents, improper storage, liquid or water damage where the product is not designed to withstand such exposure, dropping or crushing the product, unauthorised modification or repair, failure to follow supplied instructions, use with incompatible charging equipment, or ordinary wear and tear.

This exclusion does not apply where the problem existed when supplied or where South African consumer law otherwise requires Eloria Glow to provide a remedy.

The CPA's implied warranty itself recognises an exception where goods have been altered contrary to instructions or after leaving the relevant supplier's control.

5. BATTERY & CHARGING ISSUES

Because the Eloria Glow wireless hair straightener contains rechargeable components, customers should use the product and charging equipment in accordance with the instructions supplied with the product.

Damage resulting solely from improper charging, incompatible equipment, unauthorised modification, physical damage or use contrary to the supplied instructions may not constitute a manufacturing defect.

However, a battery or charging system that is inherently defective or fails to meet the statutory quality standards remains covered by the consumer's applicable rights under the CPA.

6. HYGIENE & PERSONAL-CARE PRODUCTS

Hair styling tools are personal-care products. For hygiene and safety reasons, Eloria Glow may refuse voluntary returns outside a customer's statutory rights where a product has been used, contaminated or returned in an unhygienic condition.

However, this provision does not override a customer's rights under the CPA, ECTA or other applicable South African legislation.

A used product that is genuinely defective is not automatically excluded from the remedies provided by the CPA merely because it has been opened or used.

7. INCORRECT OR DAMAGED ORDERS

If you receive:

• the wrong product;
• an incorrect variant;
• an incomplete order; or
• a product that appears damaged on arrival,

please contact Eloria Glow as soon as reasonably possible.

Please include your order number, a description of the issue and, where reasonably available, clear photographs or video showing the issue.

We may use this information to verify and process the return more quickly.

Your statutory rights are not dependent upon your ability to provide photographs or videos where the law does not permit such a requirement.

8. RETURNING A PRODUCT

Before sending a product back, please contact Eloria Glow through the contact details displayed on our website.

Where reasonably applicable, please provide your:

Order number
Full name
Email address
Reason for return

Where relevant, we may also request photographs or video of the product and defect.

Once your return has been authorised, we will provide the appropriate return instructions.

Products should be packaged securely and, where reasonably possible, include all accessories and components originally supplied.

Please do not send a return to an address without first contacting us.

9. RETURN SHIPPING COSTS

Where a product is defective and qualifies for a return under section 56 of the CPA, the return is at the supplier's risk and expense.

Where a consumer exercises an applicable ECTA seven-day cooling-off right merely because they changed their mind, the consumer may be responsible for the direct cost of returning the goods.

For other voluntary returns offered by Eloria Glow beyond statutory requirements, the customer may be responsible for return delivery costs unless Eloria Glow agrees otherwise.

10. REFUNDS

Approved refunds will generally be made to the original payment method, unless another lawful arrangement is agreed with the customer.

Processing times may depend on the payment provider or financial institution.

Where ECTA section 44 applies to a cancellation, any required refund will be made within the statutory timeframe. ECTA currently provides for the refund of payment within 30 days of cancellation.

Nothing in this policy allows Eloria Glow to delay a refund beyond a period required by applicable law.

11. DELIVERY FEES

Whether original delivery charges are refundable depends on the reason for the return and the consumer's rights under applicable law.

Where the law requires Eloria Glow to bear the costs associated with returning defective or non-compliant goods, Eloria Glow will do so.

For voluntary or change-of-mind returns, delivery or return costs may be deducted or excluded where permitted by law.

12. SALE AND PROMOTIONAL ITEMS

Purchasing an item at a discounted, promotional or sale price does not remove a customer's statutory rights relating to defective, unsafe or non-compliant goods.

Where a product was specifically sold at a reduced price because of a clearly disclosed defect or condition, the consumer's rights regarding that disclosed condition may differ where the requirements of the CPA are satisfied.

13. PRODUCT EXPECTATIONS

Results from hair styling products may vary depending on hair type, thickness, texture, condition, styling technique and other individual factors.

A customer's dissatisfaction with a result does not automatically mean that a product is defective.

This does not affect the customer's statutory rights where the product itself is defective, unsafe, materially different from its description or otherwise fails to satisfy applicable legal standards.

14. UNAUTHORISED RETURNS

Customers should contact Eloria Glow before sending a return so that we can provide the correct return address and instructions.

Eloria Glow will not be responsible for products sent to an incorrect address due to a customer failing to follow the return instructions provided.

This provision does not limit any responsibility that cannot lawfully be excluded.

15. ABUSE OF THE RETURNS PROCESS

Eloria Glow reserves the right, to the extent permitted by law, to investigate suspected return fraud, including false claims, deliberate product damage, substitution of products, manipulated evidence or attempts to return products that were not purchased from Eloria Glow.

We may request reasonable proof of purchase or information necessary to establish that the product was purchased from Eloria Glow.

This provision will never be used to prevent a consumer from legitimately exercising rights granted by South African law.

16. CANCELLATIONS BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Where we are able to stop fulfilment before dispatch, we will process the cancellation and applicable refund.

Once an order has been dispatched, the applicable returns and statutory cancellation provisions will apply.

17. ELORIA GLOW'S RIGHT TO INSPECT RETURNS

Eloria Glow may reasonably inspect returned products to determine the nature and cause of an alleged fault and whether the issue falls within applicable statutory rights.

Inspection will not be used to deprive a consumer of a remedy to which they are legally entitled.

Where the CPA gives the customer the right to choose between repair, replacement or refund, an inspection does not give Eloria Glow the right to unilaterally replace that choice with another remedy.

18. LIMITATION OF THIS POLICY

Nothing contained in this Returns, Refunds & Warranty Policy is intended to:

exclude or waive a right granted to a consumer by the CPA, ECTA or another applicable law;

exclude liability where doing so would be unlawful;

misrepresent a customer's statutory rights; or

replace any stronger protection afforded to a customer under applicable South African legislation.

If any provision of this policy conflicts with a mandatory provision of South African law, the applicable law will prevail, and the remainder of this policy will continue to apply to the extent legally permissible.

19. CONTACT ELORIA GLOW

To request a return, report a defective product or ask a question about a refund, please contact:

Eloria Glow
Email: [INSERT YOUR SUPPORT EMAIL]
Website: [INSERT YOUR WEBSITE]
Business Address: [INSERT BUSINESS/RETURNS ADDRESS IF APPLICABLE]

Please include your order number when contacting us so we can assist you efficiently.

© 2026 Eloria Glow. All rights reserved.

A particularly important point for your store: don't use “No Refunds” or “No Returns on Sale Items” as absolute rules. South African consumer law gives customers remedies for qualifying defective goods within six months, including the customer's choice of repair, replacement or refund.

Also, because you're selling through Shopify/online, ECTA requires online suppliers to disclose information including their return, exchange and refund policy and applicable terms.