Refund and Returns Policy

At Alive Products, we want you to be happy with your purchase. If something isn’t quite right with your order, please contact us and we’ll do our best to assist you in accordance with this policy and applicable South African consumer law.

Returns

If you wish to return an eligible product, please contact us within 7 days of receiving your order. Products must be unused, in their original condition and, where applicable, returned with their original packaging, accessories, manuals, tags, and proof of purchase.

Certain products may not be eligible for return for change-of-mind reasons, particularly where they have been opened, used, personalised, made to order, or cannot reasonably be resold for hygiene or safety reasons.

Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged, or defective product, please contact Alive Products as soon as possible after delivery.

Please provide your order number, a description of the issue, and clear photographs where applicable. Once assessed, we will arrange an appropriate remedy, which may include a replacement, repair, exchange, or refund in accordance with applicable law.

Change of Mind

Where a return is requested simply because you have changed your mind, acceptance of the return is subject to the product being eligible for return and remaining unused and in its original saleable condition.

Unless otherwise required by law or agreed by Alive Products, the customer may be responsible for the cost of returning change-of-mind purchases.

Non-Returnable Items

For hygiene, safety, and product-integrity reasons, certain items may not be returnable once opened or used. These may include personal-care products, cosmetics, hygiene products, food or consumable goods, underwear, earrings, and other sealed goods where the seal has been broken.

Personalised, customised, or made-to-order products may also not be eligible for change-of-mind returns unless they are defective or incorrectly supplied.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome. Where a refund is approved, it will be processed using the original payment method where reasonably possible.

Please allow sufficient time for your bank or payment provider to process and reflect the refund after it has been issued.

Sale & Promotional Items

Products purchased during a sale or promotion remain subject to your rights under applicable consumer law. However, change-of-mind returns on promotional or clearance products may be subject to the specific conditions communicated at the time of purchase.

Shipping & Courier Costs

Original delivery charges and return courier costs for change-of-mind returns are generally not refundable unless otherwise agreed or required by law.

Where Alive Products supplied an incorrect, defective, or damaged product and the return qualifies under applicable law, reasonable return arrangements will be made accordingly.

Exchanges

If you would like to exchange an eligible product, please contact us before returning it. Exchanges are subject to stock availability. If the requested replacement is unavailable, an alternative remedy may be offered.

Wholesale & Bulk Orders

Wholesale, bulk, specially sourced, and customised orders may be subject to additional return conditions communicated when the order is placed. Products specially ordered or sourced for a customer may not qualify for change-of-mind returns.

Cancellations

If you need to cancel an order, please contact us as soon as possible. If the order has already been processed or dispatched, cancellation may no longer be possible and the applicable returns process will apply.

Consumer Rights

Nothing in this policy is intended to limit or exclude any rights available to customers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African legislation.

Contact Us

For all returns, refunds, exchanges, or damaged-product queries, please contact Alive Products before sending any goods back.

Please include your name, order number, contact details, and reason for the return so that we can assist you as quickly as possible.