Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@homevera.co.za. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@homevera.co.za.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@homevera.co.za.

HOMEVERA RETURNS & REFUNDS POLICY

Last Updated: 28 September 2026

At Homevera, we want our customers to feel confident when shopping with us. We carefully select products with quality, practicality, and everyday value in mind.

We understand, however, that sometimes a purchase may not go as expected. This Returns & Refunds Policy explains how return, refund, damaged-item, and incorrect-item requests are handled.

1. RETURN PERIOD

Customers may request a return within 14 days of receiving their order, subject to the eligibility requirements below.

To qualify for a return, the product should:

  • Be unused and in its original condition;

  • Include its original packaging, accessories, manuals, and other items supplied with the product;

  • Not show signs of misuse, damage, alteration, or excessive handling; and

  • Be accompanied by valid proof of purchase from Homevera.

Please contact Homevera before returning any product. Products returned without prior return authorization may experience delays in processing.

2. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible after receiving your delivery.

Please provide:

  • Your order number;

  • A description of the issue; and

  • Clear photographs or video showing the product, packaging, and any damage or defect where applicable.

Once the issue has been reviewed, Homevera will advise you of the appropriate next steps. Depending on the circumstances, this may include a replacement, refund, repair, or another appropriate remedy.

3. CHANGE-OF-MIND RETURNS

Where applicable, customers requesting a return because they have changed their mind should contact Homevera within the stated return period.

The product must meet our return eligibility requirements.

Any applicable return delivery costs and instructions will be communicated before the return is authorized.

4. ITEMS THAT MAY NOT BE ELIGIBLE FOR RETURN

Certain products may not be eligible for change-of-mind returns where permitted by applicable law. These may include:

  • Products that have been used, damaged, altered, or assembled beyond what is reasonably necessary to inspect them;

  • Products missing original components or accessories;

  • Personalized or custom-made products;

  • Certain hygiene-sensitive products once opened; and

  • Products specifically identified as non-returnable where legally permitted.

Nothing in this section is intended to limit any rights or remedies that customers may have under applicable South African consumer law.

5. RETURN PROCESS

To request a return:

Step 1: Contact Homevera customer support within the applicable return period.

Step 2: Provide your order number, reason for the return, and supporting photographs where required.

Step 3: Wait for confirmation and return instructions from Homevera.

Step 4: Package the approved return securely and follow the provided return instructions.

Please do not send products to a supplier, warehouse, or other address unless Homevera has specifically instructed you to do so.

6. REFUNDS

Once an approved returned product has been received and assessed, we will notify you of the outcome.

If a refund is approved, it will be processed using an appropriate available refund method, normally connected to the original payment method where possible.

The time required for the funds to appear in your account may vary depending on the payment provider or financial institution involved.

Original delivery charges and return delivery costs may not always be refundable, except where required by applicable law or where the return results from an error attributable to Homevera.

7. CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible.

We will attempt to assist where the order has not yet been processed or dispatched. Once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible and the applicable return process may need to be followed.

8. RETURN SHIPPING

Return shipping arrangements may depend on the reason for the return, product type, delivery location, and circumstances of the order.

Homevera will provide the applicable return instructions once a return request has been reviewed.

Customers should not independently return products to the address displayed on a parcel without first receiving instructions from Homevera.

9. CONSUMER RIGHTS

This policy is intended to operate consistently with applicable South African consumer protection and electronic commerce requirements.

Nothing in this policy is intended to exclude, restrict, or replace consumer rights that cannot legally be excluded or restricted.

Where applicable law provides a customer with rights or remedies greater than those described in this policy, the applicable legal requirements will take precedence.

10. CONTACT US

For return, refund, cancellation, damaged-product, or order-related assistance, please contact Homevera Customer Support using the contact details provided on our website.

Please include your order number when contacting us so that we can assist you as efficiently as possible.

HOMEVERA

Making Every Home Feel Like Home.