.avernea-refund-page {
--av-bg: #fffaf3;
--av-card: #ffffff;
--av-dark: #2d1f1b;
--av-brown: #3a251f;
--av-muted: #6f625d;
--av-gold: #b48a4d;
--av-border: #eadbc8;
--av-soft: #fbf5ec;
--av-green: #19a463;
--av-red: #a33b31;
width: 100%;
background:
radial-gradient(circle at top left, rgba(180, 138, 77, 0.12), transparent 34%),
linear-gradient(180deg, #fffaf3 0%, #fff7ef 100%);
color: var(--av-dark);
padding: 40px 16px 56px;
font-family: inherit;
overflow: hidden;
}
.avernea-refund-wrap {
max-width: 1080px;
margin: 0 auto;
}
.avernea-refund-hero {
display: grid;
grid-template-columns: minmax(0, 1.25fr) minmax(280px, 0.75fr);
gap: 22px;
align-items: stretch;
margin-bottom: 22px;
}
.avernea-refund-hero-main,
.avernea-refund-summary {
background: rgba(255, 255, 255, 0.88);
border: 1px solid var(--av-border);
border-radius: 28px;
box-shadow: 0 18px 45px rgba(42, 27, 22, 0.08);
backdrop-filter: blur(10px);
animation: averneaRefundFadeUp 0.55s ease both;
}
.avernea-refund-hero-main {
padding: clamp(26px, 5vw, 46px);
}
.avernea-refund-pill {
display: inline-flex;
align-items: center;
gap: 8px;
width: fit-content;
border-radius: 999px;
padding: 9px 13px;
background: var(--av-soft);
border: 1px solid var(--av-border);
color: var(--av-brown);
font-size: 12px;
font-weight: 950;
letter-spacing: 0.12em;
text-transform: uppercase;
margin-bottom: 14px;
}
.avernea-refund-dot {
width: 9px;
height: 9px;
border-radius: 50%;
background: var(--av-green);
box-shadow: 0 0 0 5px rgba(25, 164, 99, 0.12);
}
.avernea-refund-hero h1 {
margin: 0;
color: var(--av-dark);
font-size: clamp(36px, 7vw, 72px);
line-height: 0.94;
letter-spacing: -0.065em;
font-weight: 950;
}
.avernea-refund-intro {
margin: 18px 0 0;
max-width: 760px;
color: var(--av-muted);
font-size: clamp(16px, 2.2vw, 20px);
line-height: 1.58;
font-weight: 500;
}
.avernea-refund-notice {
margin-top: 20px;
padding: 14px 16px;
border-radius: 18px;
background: #fff6e8;
border: 1px solid #ead5b7;
color: #6b4a20;
font-size: 13.5px;
line-height: 1.5;
font-weight: 650;
}
.avernea-refund-summary {
padding: 24px;
display: flex;
flex-direction: column;
justify-content: space-between;
gap: 18px;
}
.avernea-refund-summary h2 {
margin: 0 0 8px;
color: var(--av-dark);
font-size: 22px;
line-height: 1.15;
font-weight: 950;
letter-spacing: -0.035em;
}
.avernea-refund-summary p {
margin: 0;
color: var(--av-muted);
font-size: 14px;
line-height: 1.5;
}
.avernea-refund-meta {
display: grid;
gap: 10px;
}
.avernea-refund-meta-item {
padding: 12px;
border-radius: 16px;
background: var(--av-soft);
border: 1px solid var(--av-border);
}
.avernea-refund-meta-label {
display: block;
color: var(--av-gold);
font-size: 11px;
font-weight: 950;
letter-spacing: 0.1em;
text-transform: uppercase;
margin-bottom: 4px;
}
.avernea-refund-meta-value {
display: block;
color: var(--av-dark);
font-size: 14px;
font-weight: 850;
line-height: 1.35;
word-break: break-word;
}
.avernea-refund-steps {
display: grid;
grid-template-columns: repeat(3, 1fr);
gap: 14px;
margin: 22px 0;
}
.avernea-refund-step {
background: var(--av-card);
border: 1px solid var(--av-border);
border-radius: 22px;
padding: 18px;
box-shadow: 0 10px 24px rgba(42, 27, 22, 0.045);
animation: averneaRefundFadeUp 0.65s ease both;
}
.avernea-refund-step-icon {
width: 42px;
height: 42px;
border-radius: 50%;
background: var(--av-dark);
color: #fff;
display: flex;
align-items: center;
justify-content: center;
font-size: 18px;
margin-bottom: 12px;
}
.avernea-refund-step h3 {
margin: 0 0 6px;
color: var(--av-dark);
font-size: 17px;
line-height: 1.2;
font-weight: 950;
letter-spacing: -0.02em;
}
.avernea-refund-step p {
margin: 0;
color: var(--av-muted);
font-size: 14px;
line-height: 1.5;
}
.avernea-refund-nav {
display: flex;
gap: 10px;
flex-wrap: wrap;
margin: 22px 0;
}
.avernea-refund-nav a {
text-decoration: none;
color: var(--av-dark);
background: #ffffff;
border: 1px solid var(--av-border);
border-radius: 999px;
padding: 10px 13px;
font-size: 13px;
font-weight: 850;
transition: transform 0.18s ease, box-shadow 0.18s ease, background 0.18s ease;
}
.avernea-refund-nav a:hover {
transform: translateY(-2px);
background: var(--av-soft);
box-shadow: 0 10px 22px rgba(42, 27, 22, 0.06);
}
.avernea-refund-content {
display: grid;
gap: 14px;
animation: averneaRefundFadeUp 0.65s ease both;
}
.avernea-refund-section {
background: var(--av-card);
border: 1px solid var(--av-border);
border-radius: 22px;
overflow: hidden;
box-shadow: 0 10px 24px rgba(42, 27, 22, 0.045);
}
.avernea-refund-section summary {
list-style: none;
cursor: pointer;
padding: 20px 22px;
display: flex;
justify-content: space-between;
align-items: center;
gap: 16px;
color: var(--av-dark);
font-size: clamp(17px, 2vw, 20px);
font-weight: 950;
letter-spacing: -0.025em;
transition: background 0.18s ease;
}
.avernea-refund-section summary::-webkit-details-marker {
display: none;
}
.avernea-refund-section summary:hover {
background: var(--av-soft);
}
.avernea-refund-section summary span {
display: inline-flex;
align-items: center;
gap: 10px;
}
.avernea-refund-number {
min-width: 32px;
height: 32px;
border-radius: 50%;
background: var(--av-dark);
color: #fff;
display: inline-flex;
align-items: center;
justify-content: center;
font-size: 12px;
font-weight: 950;
}
.avernea-refund-chevron {
width: 30px;
height: 30px;
min-width: 30px;
border-radius: 50%;
background: var(--av-soft);
border: 1px solid var(--av-border);
position: relative;
transition: transform 0.2s ease;
}
.avernea-refund-chevron:before,
.avernea-refund-chevron:after {
content: "";
position: absolute;
background: var(--av-dark);
border-radius: 99px;
top: 50%;
left: 50%;
transform: translate(-50%, -50%);
}
.avernea-refund-chevron:before {
width: 12px;
height: 2px;
}
.avernea-refund-chevron:after {
width: 2px;
height: 12px;
transition: opacity 0.2s ease;
}
.avernea-refund-section details[open] .avernea-refund-chevron:after {
opacity: 0;
}
.avernea-refund-section details[open] .avernea-refund-chevron {
transform: rotate(180deg);
}
.avernea-refund-body {
padding: 0 22px 22px 64px;
color: var(--av-muted);
font-size: 15px;
line-height: 1.72;
animation: averneaRefundOpen 0.28s ease both;
}
.avernea-refund-body p {
margin: 0 0 12px;
}
.avernea-refund-body ul {
margin: 8px 0 14px;
padding-left: 20px;
}
.avernea-refund-body li {
margin-bottom: 8px;
}
.avernea-refund-body strong {
color: var(--av-dark);
font-weight: 950;
}
.avernea-refund-body a {
color: var(--av-dark);
font-weight: 900;
text-decoration: underline;
text-underline-offset: 3px;
}
.avernea-refund-alert {
padding: 14px 16px;
border-radius: 16px;
background: #fff1f1;
border: 1px solid #efc7c7;
color: var(--av-red);
font-weight: 750;
line-height: 1.55;
margin: 12px 0;
}
.avernea-refund-positive {
padding: 14px 16px;
border-radius: 16px;
background: #effaf4;
border: 1px solid #c8ead7;
color: #17633e;
font-weight: 750;
line-height: 1.55;
margin: 12px 0;
}
.avernea-refund-contact-card {
margin-top: 22px;
background: var(--av-dark);
color: #fff;
border-radius: 24px;
padding: 26px;
display: grid;
grid-template-columns: 1fr auto;
gap: 18px;
align-items: center;
box-shadow: 0 18px 45px rgba(42, 27, 22, 0.14);
}
.avernea-refund-contact-card h2 {
margin: 0 0 8px;
color: #fff;
font-size: clamp(24px, 4vw, 36px);
line-height: 1.05;
font-weight: 950;
letter-spacing: -0.045em;
}
.avernea-refund-contact-card p {
margin: 0;
color: rgba(255,255,255,0.78);
font-size: 15px;
line-height: 1.55;
}
.avernea-refund-contact-card a {
display: inline-flex;
align-items: center;
justify-content: center;
min-height: 48px;
border-radius: 999px;
padding: 0 18px;
background: #fff;
color: var(--av-dark);
text-decoration: none;
font-size: 14px;
font-weight: 950;
white-space: nowrap;
transition: transform 0.18s ease, opacity 0.18s ease;
}
.avernea-refund-contact-card a:hover {
transform: translateY(-2px);
opacity: 0.92;
}
@keyframes averneaRefundFadeUp {
from {
opacity: 0;
transform: translateY(18px);
}
to {
opacity: 1;
transform: translateY(0);
}
}
@keyframes averneaRefundOpen {
from {
opacity: 0;
transform: translateY(-4px);
}
to {
opacity: 1;
transform: translateY(0);
}
}
@media screen and (max-width: 900px) {
.avernea-refund-hero {
grid-template-columns: 1fr;
}
.avernea-refund-steps {
grid-template-columns: 1fr;
}
.avernea-refund-contact-card {
grid-template-columns: 1fr;
}
.avernea-refund-contact-card a {
width: fit-content;
}
}
@media screen and (max-width: 640px) {
.avernea-refund-page {
padding: 26px 12px 42px;
}
.avernea-refund-hero-main,
.avernea-refund-summary {
border-radius: 22px;
}
.avernea-refund-hero-main {
padding: 24px 18px;
}
.avernea-refund-step {
border-radius: 18px;
}
.avernea-refund-section {
border-radius: 18px;
}
.avernea-refund-section summary {
padding: 17px 16px;
align-items: flex-start;
}
.avernea-refund-number {
min-width: 28px;
height: 28px;
font-size: 11px;
}
.avernea-refund-body {
padding: 0 16px 18px 16px;
font-size: 14px;
line-height: 1.68;
}
.avernea-refund-contact-card {
padding: 22px 18px;
border-radius: 20px;
}
}
Avernea Support
Returns & Refund Policy
We want your Avernea order to arrive correctly and in good condition. This policy explains when returns, exchanges, replacements, and refunds may be requested.
Please contact us before sending any item back. Items returned without first requesting approval may not be accepted.
Quick summary
You have 30 days after receiving your item to request a return, provided the item meets the return requirements below.
1
Contact us first
Email us with your order number, full name, and reason for the return request.
2
We review the request
We check whether the item qualifies and send return instructions if approved.
3
Refund or resolution
Once inspected, we confirm whether a refund, exchange, replacement, or other solution is approved.
Eligibility
Start a return
Damages
Exceptions
Exchanges
Refunds
Contact
01 30-day return window
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.
Because Avernea sells personal-care and grooming products, opened or used items may not qualify for return unless the item is defective, damaged, or the wrong item was sent.
02 How to start a return
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.
Items sent back without first requesting a return will not be accepted.
03 Damaged, defective, or wrong items
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.
If the issue is confirmed as a fulfilment error, damaged item, defective item, or incorrect product, we may offer a replacement, exchange, refund, or another suitable resolution.
04 Exceptions and non-returnable items
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.
05 Exchanges
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.
06 Refunds
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.
07 Return shipping
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.
