Warm Ivory sells products including:
Because many of these products are personal-use, hygiene-sensitive, ingestible or capable of contamination after opening, Warm Ivory does not offer voluntary change-of-mind returns, exchanges or refunds except where required by South African law.
Please therefore:
Nothing in this Policy excludes or limits any statutory right available under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") or other applicable South African law.
Subject always to rights that cannot legally be excluded, Warm Ivory does not accept the return or exchange of products that have been:
This applies particularly to:
This restriction exists to protect the health and safety of Warm Ivory customers and to prevent the resale of products whose integrity can no longer reasonably be guaranteed.
Warm Ivory does not offer a general voluntary change-of-mind refund policy.
This means that Warm Ivory will not ordinarily accept a return merely because:
However, where ECTA or another applicable law gives you a statutory cooling-off right, Warm Ivory will honour that right.
Certain electronic transactions may qualify for a statutory cooling-off period under ECTA.
Where section 44 of ECTA applies, a consumer may cancel a qualifying transaction for goods within seven days after receiving the goods, without giving a reason.
Where that right applies:
Certain transactions and goods are excluded from the ECTA cooling-off right, including categories specified in section 42 of ECTA.
These exclusions may include goods that, by reason of their nature, cannot reasonably be returned or goods likely to deteriorate or expire rapidly.
Whether an ECTA cooling-off right applies will be determined according to the nature and condition of the particular product and applicable law.
Nothing in this Policy creates a cooling-off right where ECTA expressly excludes it.
Subject to statutory rights relating to defective or incorrectly supplied goods, opened, sprayed or used fragrances cannot be returned simply because the customer does not like the scent.
Fragrance is highly subjective.
A fragrance may:
These factors do not, by themselves, mean that a fragrance is defective.
Customers are therefore encouraged to review fragrance descriptions carefully before purchasing.
Opened or used skincare and cosmetic products cannot ordinarily be returned for change-of-mind reasons.
Individual experiences vary.
The following will not, by themselves, establish that a product is defective:
This does not affect statutory rights where the product itself is genuinely defective, unsafe, contaminated or not of the quality that a consumer is legally entitled to expect.
Customers are responsible for reviewing ingredients and product warnings before use.
Where appropriate, Warm Ivory recommends patch testing skincare and cosmetic products before widespread use.
An individual allergic reaction, sensitivity or intolerance does not automatically mean that a product is defective.
Different people may react differently to lawful ingredients.
However, this clause does not protect Warm Ivory where:
If you suffer a serious or unexpected reaction, discontinue use and obtain appropriate medical advice.
For health, hygiene and safety reasons, opened or unsealed ingestible wellness products cannot ordinarily be returned or exchanged for change-of-mind reasons.
This includes:
Warm Ivory cannot safely resell an ingestible product once its seal, packaging or integrity has been compromised.
Customers must read:
before using a product.
Warm Ivory product recommendations are not medical advice and do not guarantee that a product will be appropriate for every individual.
Warm Ivory may provide questionnaires, product selectors, routine builders or personalised recommendations.
These tools provide shopping guidance only.
A recommendation does not guarantee:
A product will not become returnable merely because the customer is dissatisfied with the outcome of a recommendation, unless a statutory return right otherwise applies.
Please inspect your parcel as soon as reasonably possible after collection or delivery.
If a product arrives damaged, broken or leaking, contact Warm Ivory promptly at:
Please provide where possible:
Please retain:
until Warm Ivory confirms that they may be discarded.
Warm Ivory may need these items to investigate the claim with the courier, importer, distributor or manufacturer.
If Warm Ivory sends you a product different from the product ordered, please contact us as soon as reasonably possible.
Where possible, do not open, unseal, use, spray or consume the incorrect product.
If the incorrect product was supplied because of Warm Ivory's error, we will arrange the appropriate remedy and reasonable return arrangements at our cost.
If an item is missing from your order, contact us promptly with:
We will investigate our packing and delivery records.
Where Warm Ivory confirms that an item was omitted, we will provide the appropriate remedy.
Warm Ivory respects the implied warranty of quality contained in the Consumer Protection Act.
Where the CPA applies, goods must generally be:
If a product fails to meet the applicable standards under the CPA, the consumer may have statutory remedies.
Where section 56 of the CPA applies, a consumer may generally return defective, failed or unsafe goods within six months after delivery, without penalty and at the supplier's risk and expense.
The remedies available under the CPA may include, at the consumer's election and where legally applicable:
Warm Ivory will not use this Policy to remove a statutory remedy that the CPA gives to a consumer.
A product is not necessarily defective merely because:
Each alleged defect will be assessed on its facts.
If you believe a product is defective, please contact us with:
Warm Ivory may request that the product be returned for inspection.
Do not dispose of an allegedly defective product unless:
Where necessary, Warm Ivory may refer the product or information to the manufacturer, importer or distributor for investigation.
This investigation process does not remove statutory rights available to the consumer.
If you receive a product and reasonably believe that:
do not use or consume the product.
Photograph the product and packaging and contact Warm Ivory immediately.
Warm Ivory takes reasonable steps not to knowingly dispatch products that have expired.
If you receive a product that was already expired when supplied, contact us immediately and do not use the product.
An expired product supplied by Warm Ivory will be dealt with in accordance with applicable consumer law.
This does not apply where a product expired after delivery because it was retained beyond its expiry date or stored contrary to the manufacturer's instructions.
Where Warm Ivory sells a product with a materially shortened remaining shelf life, we will take reasonable steps to disclose this before purchase where such disclosure is required or reasonably relevant.
A customer who knowingly purchases a product after being expressly informed of its particular condition cannot later rely solely on that disclosed condition as the basis for alleging that the product was defective, subject to applicable law.
Sale, promotional, clearance and discounted products remain subject to statutory consumer rights.
A reduced price does not remove the CPA implied warranty of quality unless a particular defect, condition or reason for the reduction was expressly disclosed and accepted in circumstances recognised by law.
However, Warm Ivory does not provide an additional voluntary change-of-mind return right merely because a product was bought at full price or on promotion.
A recipient of a Warm Ivory gift should retain or obtain the original order information if a statutory return or defect claim needs to be made.
Refunds, where legally required, will generally be processed through the original payment method or otherwise in accordance with applicable law and our payment provider's procedures.
Please contact Warm Ivory before returning any product.
Do not send products directly to:
without receiving return instructions from Warm Ivory.
Unauthorised returns may create unnecessary delivery costs or result in parcels being lost or rejected.
Contact:
help@warmivory.co.za
082 467 3876
and provide your order number and reason for the requested return.
Where a return is lawfully permitted, goods should be returned with all reasonably available:
Goods should be packed appropriately to prevent damage during return transport.
Warm Ivory reserves the right to apply any lawful deduction or charge permitted under the CPA, ECTA or other applicable law where goods are returned in a condition that permits such a deduction.
Responsibility for return delivery depends on the legal basis for the return.
Where goods are returned because they are defective, unsafe, materially incorrect or otherwise returnable at the supplier's risk under applicable consumer legislation, Warm Ivory will bear the reasonable return cost where required by law.
Where a customer exercises an applicable ECTA cooling-off right, the customer may be responsible for the direct cost of returning the goods, as permitted by ECTA.
Where a return is accepted by Warm Ivory purely as a discretionary goodwill arrangement, the applicable return costs will be communicated before the return is accepted.
Warm Ivory does not offer discretionary refunds simply because a customer changes their mind.
Refunds will be issued where:
Where a refund is legally due, it will be processed within the period prescribed by applicable law.
Refunds will generally be made to the original payment method where reasonably possible.
Payment-provider and banking processing times may affect when the refunded amount appears in the customer's account after Warm Ivory has processed it.
Warm Ivory does not offer general exchanges for change-of-mind purchases.
An exchange may be provided where:
Any discretionary exchange does not create an ongoing obligation to accept similar exchanges in future.
Warm Ivory may occasionally elect to assist a customer beyond what this Policy or applicable law strictly requires.
Any:
provided voluntarily does not constitute an admission of liability and does not establish a precedent or continuing right.
Warm Ivory reserves the right to investigate suspected fraudulent or abusive return claims.
This may include:
Warm Ivory may retain relevant records and evidence and may take lawful action to protect its rights.
Nothing in this provision permits Warm Ivory to reject a genuine statutory consumer claim without reasonable grounds.
No wellness product sold by Warm Ivory is guaranteed to:
a disease or medical condition unless such a representation is specifically lawful and authorised.
A refund will not arise merely because a customer does not experience a hoped-for wellness outcome.
Customers should follow appropriate medical advice and product instructions.
Warm Ivory's recommendations do not constitute medical advice.
For all return, defect, damage or refund enquiries, contact:
Warm Ivory
Operated by Prosperity Transformationz
Email: help@warmivory.co.za
Telephone / WhatsApp: 082 467 3876
Physical address: 4 Peter Road, Moret, Randburg, Gauteng, South Africa
Please include your order number with all return-related enquiries.
