Refund policy

SATTVA INVESTMENTS (PTY) LIMITED (exclusive Distributor of MARUVA NATURALS products in South Africa)

RETURNS AND REFUNDS POLICY

Subject to the terms noted below, products may be returned for a refund* (i.e., based on your original method of payment or store credit**) within 14 days of your order being delivered to you.

1. Refunds

Please note that this section, i.e. section 1 and the next section, i.e. section 2, deals with returns and refunds* in respect of products that have been delivered to you but which you no longer want. Please refer to section 3 for the policy in respect of defective products; incorrect products being delivered to you and products that may have resulted in adverse reactions.

We understand that skincare is a personal purchase and so if you feel that the item you chose is not quite right for you, we will gladly issue a full refund* (i.e., based on your original method of payment or store credit** depending on your preference), provided that the products are unopened; are in their original packaging with all seals in-tact and are returned to us within 14 days of your order being delivered to you.

The following may not be returned for a refund* (i.e., based on your original method of payment or store credit**):

  • Gift cards;
  • Products that have exceeded the return policy period of 14 days from date of delivery;
  • Damaged products due to neglect, improper usage, or incorrect application; and
  • Open or used products.

To request a return, contact our customer care team by writing to us at info@maruvanaturals.co.za. Please include the following information on your email:

  • Order number;
  • Your name;
  • Your email address;
  • Your phone number;
  • The reason for your return request; and
  • Whether you would prefer a refund*; or store credit** should your application be accepted.

We may ask you to provide photographs of the products, if required. We will inform you of the outcome of our assessment and if your return is accepted, we will provide you with the address for you to arrange return of the products to us directly or to our warehousing partner, Parcel iT. You are responsible for paying the shipping costs for returning your items and shipping costs are non-refundable.

Please consider using a trackable shipping service or purchasing shipping insurance as we cannot be held responsible for products that do not reach us or our warehousing partner, Parcel iT. Please allow one week from the day we receive your returned package for us to conduct our analysis; inspect the returned products and conclude on the return application. You will be contacted once your return is complete and informed of the outcome of your application.

A successful return application will result in a refund* (i.e., based on your original payment method or a store credit**). Refer to section 2 “Refunds” for the Refund Policy.

You can always contact us with any returns related questions on info@maruvanaturals.co.za.  

2. Refunds

If your return application is approved, we will ask you to select your preferred method of refund, i.e., either a refund* based on your original method of purchase or a store credit**.

2.1 Refunds* via your original method of payment

If you do not opt for a store credit, a refund* will be processed to your original method of payment. We may reach out to you for any additional information required, for e.g. for your bank details if you paid for your order via an EFT. Please remember that it takes a few days for your bank or credit card provider to clear and allocate payments, so please allow for up to two weeks for the refund to reflect in your account. No refunds will be made in physical cash.

* Please note that if you paid for your order via credit card, 3.5% of the transaction value is paid over to our credit card facilitation company. Refund in this context therefore means that we will return the full amount that you paid for the products (excluding the delivery cost incurred when you originally purchased the products), less the credit card payment facilitation fees and a 5% restocking fee. It is therefore best to opt to pay for your order via EFT if you are at all unsure of whether the products you purchase are ideal for you.

2.1. Refunds via store credit**

If you opt for a store credit** we will issue you a gift card of equal value to the price paid in respect of the products returned. The gift card may be used to purchase products on our website and will have a validity period of three years.

** Please note that should you opt for store credit, we will return the full amount that you paid for the products (excluding the delivery cost incurred when you originally purchased the products) and a 5% restocking fee.

You can always contact us with any refund related question on info@maruvanaturals.co.za.

3. Returns and refunds and exchanges in respect of products with quality concerns, adverse reactions and incorrect or missing products

Please inspect your order upon receipt and if you believe that the products are defective, damaged or you have received the incorrect product, or products are missing, please send an email to info@maruvanaturals.co.za within 7 days of the date of the product being delivered to you so that we can perform an evaluation and rectify the situation.

Some of our products contain natural active ingredients which could cause mild skin irritation on initial use. We therefore advise that you perform a patch test on a small area of your skin and introduce the products into your routine in a phased approach. If you have however developed a more severe reaction to any of our products, please contact us on info@maruvanaturals.co.za. Our team will reach out to you to understand the circumstances and evaluate the claim.

If you believe that the products are defective, damaged, you have received the incorrect products or you have an adverse reaction, please include the following information on the email:

  • Order number;
  • Your name;
  • Your email address;
  • Your phone number;
  • Details of your request and the product being highlighted for a quality/other issue;
  • Images or videos to support the complaint along with an image of the back label of the product with the batch details clearly visible; and
  • Whether you would prefer a refund; store credit or exchange should your application be accepted.

Please allow 24 – 48 hours for us to initially assess your request – a representative of our customer care team may reach out to you obtain further details, if required.

For items that you think are defective, damaged, or if you have received the incorrect products, or products that have caused an adverse reaction, we will contact you to arrange a collection of the products that need to be inspected from you at no charge. Together with the products to be inspected, please have the original invoice and a document that contains the following details ready for collection:

  • Address of dispatch;
  • Name & Address of the customer;
  • Order number; and
  • Description of the contents of the package.

Please also email this document and share an image of the collection consignment (inside and outside packaging) to the customer care representative that you have been in touch with.

Once we have received the products, we will inspect the products and inform you of the outcome. If your claim is validated, we will initiate the refund process within 7 days of our quality inspection process being completed. The overall quality inspection process starting from pick-up to the final response would involve a period of a minimum of 3 weeks. Please refer to section 2 for refund options.

Should your claim be invalid after inspection you have the following options:

  • If the product and its packaging are in ‘as-new’ condition, the item can be shipped back to you and all shipping costs for the mistaken return will be for your account;
  • If the product and its packaging are in ‘as-new’ condition, you can opt for a refund, (full amount that you paid for the products (excluding the delivery cost incurred when you originally purchased the products) less 5% handling fee); or
  • If the product and its packaging are no longer in an ‘as-new’ condition, the item will be shipped back to you and all shipping costs for the mistaken return will be for your account

4. Adverse reactions

Refunds on products that have caused an adverse reaction will be judged on an individual basis considering the evaluation of the issues and the outcome of the assessment of the product.

5. Incorrect or missing products

If an item is missing from your order, you can contact us at info@maruvanaturals.co.za within 7 days of receipt of your delivery. Once we have validated your query, we will, at your choice, deliver the missing product to you as soon as possible (if the correct product is available); or refund you. Delivery fees will be covered by us.

6. Cancellation Policy

Orders once placed through the online store (www.maruvanaturals.co.za) cannot be cancelled and no refunds will be made, apart from the circumstances outlined in the sections above, once an order has been successfully placed through the online store www.maruvanaturals.co.za.

7. Out of stock Items

We apologise for the inconvenience this may cause. Please re-check availability at a later date or reach out to us at info@maruvanaturals.co.za to find out about expected dates of restocking.