Refund Policy
At Kivara, we want you to feel confident trying our skincare. That's why selected Kivara products are covered by our 15-Day Satisfaction Guarantee, subject to the conditions below.
15-Day Satisfaction Guarantee
If you're not satisfied with your results, please contact us within 15 days of receiving your order.
To qualify for our 15-Day Satisfaction Guarantee:
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The product must have been used consistently and according to the recommended directions.
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You must provide your order number and proof of purchase.
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We may request clear before-and-after photographs or additional information about how the product was used so that we can assess your request.
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The product must not have been excessively used, intentionally emptied, damaged or misused.
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Requests must be submitted within 15 days of delivery.
Approved claims may be resolved through a replacement, store credit or refund, depending on the circumstances.
Our Satisfaction Guarantee does not guarantee that every skincare product will produce identical results for every person. Individual results may vary according to skin type, routine, consistency and other factors.
Change-of-Mind Returns
For hygiene and safety reasons, we generally cannot accept change-of-mind returns of skincare products that have been opened, used or had their safety seal broken, except where required by applicable consumer law or where covered by our 15-Day Satisfaction Guarantee.
Eligible unopened products must be returned in their original condition and packaging.
Damaged, Incorrect or Defective Products
If your order arrives damaged, defective or you receive the incorrect item, please contact us as soon as possible with your order number and clear photographs of the item and packaging.
Where applicable, Kivara will arrange an appropriate replacement or refund at no additional cost to you.
Nothing in this policy limits any rights you may have under the South African Consumer Protection Act or other applicable consumer legislation.
Non-Returnable Items
Unless required by applicable law, we cannot accept returns for:
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Products that have been excessively used or intentionally emptied.
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Products damaged through misuse or failure to follow the recommended directions.
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Products purchased from an unauthorised third-party seller.
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Free gifts, promotional items or samples.
Refund Processing
Once a refund has been approved, it will be processed to the original payment method. Processing times may vary depending on your bank or payment provider.
Original delivery charges are generally non-refundable for change-of-mind returns, except where required by law or where the product supplied was incorrect, damaged or defective.
How to Request a Return or Refund
Please contact info@kivarasa.co.za within the applicable return period and include:
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Your full name
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Order number
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Reason for your request
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Relevant photographs, where applicable
Our team will review your request and provide the next steps.