Avernea has a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To qualify for a return, your item must be in the same condition that you received it. It must be unused, unopened where applicable, with any original tags, seals, inserts, and packaging still intact.

You will also need your receipt, order confirmation, or another valid proof of purchase.

To start a return request, contact us at info@avernea.co.za.

Please include the following details so we can assist you faster:

• your full name;
• your order number;
• the email address or phone number used at checkout;
• the item you want to return;
• the reason for the return request;
• photos or videos, if the item is damaged, defective, leaking, incorrect, or incomplete.

If your return is approved, we will send instructions on how and where to send your package. A return shipping label may be provided where applicable.

Please inspect your order as soon as it arrives. If the item is defective, damaged, leaking, incomplete, or if you received the wrong item, contact us immediately so we can evaluate the issue and make it right.

To help us resolve the matter quickly, include clear photos or videos of the parcel, product, packaging, and shipping label where possible.

Certain items cannot be returned for hygiene, safety, quality-control, or product-integrity reasons.

Non-returnable items may include:

• opened, used, or partially used personal-care products;
• beauty, hair-care, grooming, or scalp-care products that have been opened or used;
• custom, personalised, or special-order items;
• items not in their original packaging;
• items damaged after delivery due to misuse, improper storage, or mishandling;
• gift cards;
• sale, clearance, or final-sale items, unless required by law.

Please contact us if you are unsure whether your specific item qualifies for return.

The fastest way to get the item you want is to contact us about returning the item you have. Once the return is accepted, you can place a separate order for the new item.

Exchanges are subject to product availability, return approval, and the condition of the item being returned.

Once we receive and inspect your approved return, we will notify you whether the refund has been approved or declined.

If approved, your refund will be processed to your original payment method within 10 business days. Please remember that your bank, card provider, or payment provider may take additional time to process and reflect the refund.

If more than 15 business days have passed since we approved your refund, please contact us at info@avernea.co.za.

If your return is approved, we will provide the return instructions. Return shipping costs may depend on the reason for the return.

If the return is due to a confirmed Avernea error, incorrect item, damaged item, or defective item, we will guide you on the appropriate resolution.

If the return is requested for a reason not caused by Avernea, return shipping costs may be the customer's responsibility.

You can contact us for any return or refund question at info@avernea.co.za.

For faster support, include your order number, full name, and the contact details used at checkout.

Avernea operates this website and online store, including related information, content, features, tools, products, and services. These are collectively referred to as the "Services".

Avernea is powered by Shopify, which helps us provide our ecommerce Services to you.

If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy applies to the collection, processing, use, and disclosure of your personal information.

"Personal information" means information that identifies you or can reasonably be linked to you. It does not include information that has been anonymised or de-identified so that it cannot reasonably identify you.

Depending on how you interact with Avernea, we may collect or process:

• Contact details: name, email address, phone number, billing address, and shipping address.
• Payment and financial information: payment method, payment confirmation, transaction details, and related payment information.
• Account information: username, password, preferences, settings, and security information.
• Order and transaction information: products viewed, added to cart, purchased, returned, exchanged, cancelled, or saved.
• Communications: messages, support requests, reviews, and information you provide when contacting us.
• Device information: device type, browser, IP address, network connection, and unique identifiers.
• Usage information: how you interact with, browse, and use our website and Services.

We may collect personal information from the following sources:

• Directly from you: when you create an account, place an order, contact us, submit information, or use our Services.
• Automatically through our website: including device data, browsing activity, cookies, pixels, and similar technologies.
• From service providers: when they help us operate the store, process payments, fulfil orders, provide support, or analyse performance.
• From partners or third parties: where permitted by law and relevant to our Services.

We may use personal information for the following purposes:

• To provide and improve our Services: process orders, accept payments, arrange delivery, manage accounts, handle returns or exchanges, remember preferences, and improve your shopping experience.
• To personalise your experience: show relevant products, improve website performance, and help make the store easier to use.
• For marketing and advertising: send promotional emails or messages, show ads, and recommend products based on your activity, where permitted by law.
• For security and fraud prevention: protect customers, payments, accounts, our website, and our business from suspicious or harmful activity.
• To communicate with you: respond to enquiries, provide customer support, send order updates, and maintain our customer relationship.
• For legal reasons: comply with laws, respond to valid legal requests, enforce our policies, and protect our rights.

In certain circumstances, we may disclose personal information to third parties for legitimate business, operational, legal, or service-related purposes.

These parties may include:

• Shopify: because Shopify powers our online store and helps provide ecommerce services.
• Service providers: such as payment processors, shipping providers, fulfilment partners, IT providers, cloud storage providers, analytics providers, and customer support tools.
• Marketing and advertising partners: to help provide advertising, retargeting, promotional communication, and marketing services.
• Third parties you choose to interact with: such as social media integrations, login tools, or delivery-related providers.
• Affiliates or business-related parties: where relevant for business operations.
• Legal or regulatory parties: if required to comply with the law, enforce policies, respond to lawful requests, or protect rights and safety.

Avernea's Services are hosted and supported by Shopify. Shopify collects and processes personal information about your access to and use of the Services so that the store can function and improve.

Information you submit to Avernea may be transmitted to Shopify and to third-party service providers, including parties located in countries outside your country of residence.

Shopify may also process information from your interaction with our store, with other merchants, and with Shopify in order to provide enhanced features, protect services, improve merchant tools, and support personalised experiences.

To learn more about how Shopify uses personal information, you may review Shopify's consumer privacy information through Shopify's own privacy resources.

We and our service providers may use cookies, pixels, tags, analytics tools, and similar technologies to operate the website, remember preferences, analyse performance, improve the customer experience, and support marketing or advertising.

Your browser may allow you to disable or manage cookies. If you disable some cookies, certain website features may not work correctly.

We may send promotional messages, offers, updates, or marketing communications where permitted by law.

You can opt out of promotional emails by using the unsubscribe option in the email. Even if you opt out of promotional communication, we may still send non-promotional messages, such as order confirmations, delivery updates, payment updates, support replies, and policy-related notices.

Our website may contain links to websites, platforms, tools, or services operated by third parties.

If you follow a link to a third-party website, you should review that third party's own privacy policy, security practices, and terms. We do not control and are not responsible for third-party websites, their content, or their privacy practices.

Our Services are not intended for children under the age of majority in their jurisdiction.

We do not knowingly collect personal information from children. If you are a parent or guardian and believe a child has provided personal information to Avernea, contact us so we can review and delete the information where appropriate.

We use reasonable measures to help protect personal information. However, no security method is perfect or guaranteed, and information transmitted online may not always be secure.

We recommend that you do not send sensitive or confidential information through unsecure channels.

We retain personal information for as long as reasonably necessary to provide Services, maintain accounts, fulfil orders, comply with legal obligations, resolve disputes, enforce agreements, and operate our business.

Depending on where you live, you may have certain rights regarding your personal information. These rights are not absolute and may apply only in specific circumstances.

Your rights may include:

• Access / know: request access to personal information we hold about you.
• Delete: request deletion of personal information, subject to legal and operational requirements.
• Correct: request correction of inaccurate personal information.
• Portability: request a copy of your personal information in certain circumstances.
• Opt out of targeted advertising or sale/sharing: where applicable law gives you this right.
• Manage communication preferences: unsubscribe from promotional emails or messages where applicable.

If you are located in the United Kingdom or European Economic Area, you may also have rights to object to certain processing, restrict processing, or withdraw consent where processing is based on consent.

We may need to verify your identity before processing a rights request. You may also be able to designate an authorised agent where permitted by applicable law.

If you have a complaint about how we process personal information, please contact us at info@avernea.co.za.

Depending on where you live, you may also have the right to contact your local data protection authority or appeal a decision relating to your privacy request.

We may transfer, store, or process personal information outside the country where you live, including through Shopify and other service providers.

Where required by law, international transfers may rely on recognised legal mechanisms, contractual safeguards, or other lawful transfer methods.

We may update this Privacy Policy from time to time to reflect changes in our practices, store operations, legal requirements, service providers, or other business needs.

When we update this Privacy Policy, we will post the revised version on this page and update the "Last updated" date where appropriate.

If you have questions about this Privacy Policy, our privacy practices, or if you want to exercise a privacy right available to you, contact us at:

Email: info@avernea.co.za

Welcome to Avernea. The terms "we", "us", and "our" refer to Avernea. Avernea operates this website and online store, including the content, features, tools, products, and services made available through it.

These Terms of Service explain the rules that apply when you browse our website, interact with our store, create an account, place an order, or use any of our services.

By visiting, using, or purchasing from our website, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, you should not use the website or purchase from Avernea.

By using our website, you confirm that you are at least the age of majority in your area of residence, or that you have permission from a parent or legal guardian to use the website.

You may be asked to provide information such as your name, email address, billing details, payment details, phone number, and delivery address. You agree that all information you provide must be accurate, current, and complete.

You are responsible for keeping your account details secure. You may not sell, transfer, assign, or allow another person to use your account without permission.

We aim to display our products as accurately as possible. However, product colours, packaging, textures, and appearance may look slightly different depending on your device, screen settings, lighting, and product availability.

Avernea focuses on male hair care and grooming routines. Product information on our website is provided for general grooming and educational purposes only. Individual results may vary depending on consistency, hair condition, scalp condition, lifestyle, and other personal factors.

Unless specifically required by law, we do not guarantee that a product will produce a specific result for every customer. Product descriptions, prices, offers, bundles, and availability may be updated or discontinued at any time.

When you place an order, you are making an offer to purchase the selected product or products. Your order is only accepted once payment has been received and processed, and once we confirm or begin processing your order.

Please review your order details carefully before submitting your order. This includes your product selection, quantity, delivery information, phone number, and email address.

We may be unable to cancel or change an order once it has been accepted, packed, fulfilled, or handed over to a courier. If we need to decline, change, or cancel an order, we will attempt to contact you using the email address, billing details, or phone number provided at checkout.

Purchases are intended for personal or household use and may not be made for unauthorised resale, commercial resale, or unlawful export.

Prices, discounts, bundles, and promotions may change without notice. The price charged will be the price shown at checkout when your order is placed, unless an obvious error has occurred.

You agree to provide accurate and current billing, payment, and contact information. You also confirm that you are authorised to use the payment method provided.

If a payment is declined, reversed, flagged, or not completed, we may delay, cancel, or refuse the order. You remain responsible for any approved charges connected to your order, including product costs, delivery fees, and applicable taxes or charges.

Delivery times shown on our website, emails, or tracking pages are estimates only. We work to dispatch and deliver orders as efficiently as possible, but delivery timelines may be affected by courier delays, stock movement, supplier processing, remote-area routing, customs processing, public holidays, incorrect customer information, or events outside our control.

Once your order enters the courier network, tracking updates may take time to appear. Some courier stages can take several hours or business days before a new scan is shown.

Customers are responsible for providing accurate delivery details. If your delivery address, phone number, or contact details are incorrect, delayed delivery or failed delivery may occur.

Returns, refunds, replacements, and exchanges are handled according to our Refund Policy. Please review that policy before purchasing.

Certain products may not qualify for return once opened, used, damaged, or handled in a way that affects hygiene, resale condition, or product integrity, unless applicable law requires otherwise.

The Avernea website, branding, product names, images, graphics, videos, text, page layouts, designs, logos, and other materials are owned by Avernea or used with permission from our service providers, partners, or licensors.

You may use our website for personal, non-commercial shopping purposes only. You may not copy, reproduce, modify, distribute, publish, download, store, display, sell, or exploit any part of our website or content without our written permission.

Shopify and other third-party names, logos, and trademarks remain the property of their respective owners.

Our website may include third-party tools, apps, payment providers, tracking tools, embedded features, or links to third-party websites.

These tools and links are provided for convenience. We do not control third-party websites or services and are not responsible for their content, accuracy, policies, availability, or actions.

If you use third-party services or leave our website through a third-party link, you do so at your own discretion and should review the relevant third party's own terms and policies.

Avernea is powered by Shopify, which provides the ecommerce technology that allows us to operate our online store.

Sales made through this website are made directly between you and Avernea. Shopify is not responsible for the products you purchase from Avernea, our fulfilment process, customer service, delivery outcomes, or any claims connected to your purchase from us.

Personal information collected through our website is handled according to our Privacy Policy.

Because our store is powered by Shopify and supported by third-party service providers, information you submit may be processed by Shopify and other partners that help us operate the store, process payments, fulfil orders, provide customer support, and improve our services.

If you send us feedback, reviews, photos, videos, suggestions, messages, comments, or other content, you confirm that you have the right to share it and that it does not violate anyone else's rights.

You allow Avernea to use, reproduce, publish, display, edit, and distribute that content for purposes connected to operating, improving, and promoting our business, unless prohibited by law.

You may not submit content that is false, misleading, unlawful, abusive, defamatory, obscene, harmful, spam-related, or that contains viruses, malware, or other harmful code.

Our website may occasionally contain errors, inaccuracies, or omissions related to product information, descriptions, pricing, promotions, delivery charges, delivery estimates, availability, or other details.

We reserve the right to correct errors, update information, change availability, or cancel orders affected by inaccurate information, even after an order has been submitted, where permitted by law.

You may not use our website or services:

• for unlawful, fraudulent, abusive, or harmful purposes;
• to violate any applicable law, rule, regulation, or ordinance;
• to infringe our intellectual property rights or the rights of others;
• to submit false, misleading, or inaccurate information;
• to upload or transmit viruses, malware, or harmful code;
• to spam, phish, scrape, crawl, or interfere with the website;
• to impersonate another person or misrepresent your identity;
• to interfere with website security, payment systems, or store operations.

We may suspend, restrict, or terminate access to our website or services if we believe these Terms have been violated.

We may terminate or restrict your access to our website or services at any time if we believe you have violated these Terms or used the website in a harmful, unlawful, or improper way.

Termination does not remove any payment obligations or responsibilities that arose before termination.

Our website, services, and products are provided on an "as is" and "as available" basis, unless we expressly state otherwise or applicable law requires otherwise.

We do not guarantee that the website will always be available, uninterrupted, secure, error-free, or that all information will always be complete or current.

To the fullest extent permitted by law, Avernea disclaims warranties or conditions not expressly stated, including implied warranties of merchantability, fitness for a particular purpose, durability, title, and non-infringement.

To the fullest extent permitted by law, Avernea, its partners, employees, contractors, service providers, and licensors will not be liable for indirect, incidental, special, consequential, punitive, or similar damages arising from your use of the website, services, or products.

This includes, where permitted by law, loss of profit, loss of revenue, loss of data, replacement costs, or damages connected to errors, delays, interruptions, product use, website use, or third-party services.

Nothing in these Terms is intended to exclude or limit liability where it cannot legally be excluded or limited.

You agree to indemnify and hold harmless Avernea, Shopify, and our respective partners, employees, affiliates, contractors, licensors, and service providers from claims, losses, damages, liabilities, costs, and expenses arising from your breach of these Terms, your violation of any law, your misuse of the website, or your violation of another person's rights.

If any part of these Terms is found to be unlawful, void, or unenforceable, the remaining parts will continue to apply to the fullest extent permitted by law.

If we do not enforce a right or provision immediately, that does not mean we have waived that right or provision.

These Terms, together with our posted policies and any terms shown at checkout, make up the entire agreement between you and Avernea regarding your use of our website and services.

You may not transfer, assign, or delegate your rights or obligations under these Terms without our prior written consent.

We may transfer, assign, or delegate our rights and obligations under these Terms where reasonably necessary for business, operational, legal, or service-provider purposes.

These Terms and any separate agreements through which Avernea provides services or products are governed by the laws of South Africa, unless applicable law requires otherwise.

Any dispute will be handled by the appropriate courts or dispute-resolution bodies with jurisdiction, subject to applicable consumer protection laws.

We may update, change, or replace parts of these Terms by posting the updated version on this page.

It is your responsibility to review this page periodically. Your continued use of the website after changes are posted means you accept the updated Terms.

Questions about these Terms of Service should be sent to us at info@avernea.co.za.

All orders are processed within 1–3 business days, excluding weekends and public holidays.

During high-volume periods, product launches, holidays, promotions, courier backlogs, or fulfilment delays, processing may take slightly longer.

Delivery times vary depending on your location, courier routing, shipping method selected at checkout, and courier network conditions.

Estimated delivery times are:

• South Africa: 3–15 business days.
• International: 10–20 business days, only if international shipping is offered at checkout.

Shipping costs are calculated and displayed at checkout, unless otherwise stated on the product page, during a promotion, or through a free-shipping offer.

If a free-shipping offer is active, the offer will apply according to the conditions shown on the website or at checkout.

Final shipping costs may depend on your delivery address, order value, shipping method, and any active store promotions.

Once your order ships, you will receive tracking information by email where tracking is available.

Please allow 24–72 hours for tracking updates to appear after the courier receives or scans the parcel. Some stages may not update immediately, especially while the parcel is being processed, packed, transferred, or moved between courier facilities.

Please make sure your shipping address, phone number, email address, suburb, city, province, postal code, and delivery notes are correct before completing checkout.

Avernea is not responsible for delays, failed delivery, non-delivery, or rerouting caused by incorrect, incomplete, outdated, or unclear delivery information provided by the customer.

If an order is returned to us because of an incorrect or incomplete address, you may be responsible for the cost of reshipping the parcel.

If you need to change or cancel your order, please contact us as soon as possible at info@avernea.co.za.

We can only accommodate changes or cancellations before the order is processed, packed, fulfilled, or shipped.

Once an order has entered fulfilment or the courier network, changes and cancellations may no longer be possible.

If your tracking shows that your package was delivered but you did not receive it, please first check with household members, reception, building security, neighbours, or your local courier contact where applicable.

If your package appears to be lost in transit, contact us and we will work with the courier to investigate where possible.

Claims for lost-in-transit parcels should be submitted within 14 days of the last tracking update.

Shipping delays can happen. Delays may be caused by courier backlogs, public holidays, weather, high order volumes, remote-area routing, customs processing, incorrect customer information, supplier processing, or other circumstances outside our control.

We are not responsible for delays caused by courier networks, customs, weather, or external events, but we will support customers with available tracking and courier information where possible.

If international shipping is available, customers are responsible for any customs duties, taxes, import fees, clearance fees, or charges required by their country.

International customs processing may also affect delivery timelines.

If you have questions about shipping, delivery, tracking, address changes, or missing parcels, contact Avernea at:

Email: info@avernea.co.za

For faster support, include your order number, full name, tracking number if available, and the email or phone number used at checkout.