Refund policy

NUVII RETURN, REFUND & EXCHANGE POLICY

Last Updated: 10 August 2026

At NUVII, we want you to be completely satisfied with your purchase of the NUVII ClearPore Pro.

Because the ClearPore Pro is a personal skincare device that comes into direct contact with the skin, we have specific procedures for returns to protect both our customers and the hygiene and safety of our products.

This Return, Refund & Exchange Policy applies to purchases made through our online store in the Republic of South Africa.

Nothing in this policy is intended to limit, exclude or waive any rights that a consumer may have under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or any other applicable South African law.

1. CHANGE-OF-MIND RETURNS

If you simply change your mind about your purchase, our voluntary return policy applies subject to the statutory rights described elsewhere in this policy.

For a change-of-mind return, the ClearPore Pro must:

  • Be unused;
  • Be in its original condition;
  • Include all accessories, attachments, manuals and components;
  • Include the original packaging where reasonably possible;
  • Not have been damaged, modified, tampered with or improperly used; and
  • Be returned within the applicable return period offered by NUVII.

Important: Because the ClearPore Pro is a personal-use skincare device, we reserve the right to refuse a voluntary change-of-mind return where the product has been used in a manner that creates a legitimate hygiene or health concern, to the extent permitted by law.

This does not affect a consumer's statutory rights relating to defective, unsafe, or incorrectly supplied goods.

2. ONLINE PURCHASES — COOLING-OFF RIGHTS

For qualifying electronic transactions, South African law provides consumers with a statutory cooling-off right.

Under section 44 of ECTA, a consumer may generally cancel a qualifying electronic transaction for goods without giving a reason and without penalty within seven days after receipt of the goods, subject to the Act. The consumer may be responsible for the direct cost of returning the goods.

Where this statutory cooling-off right applies:

  1. The consumer must notify NUVII of the cancellation within the applicable period.
  2. The product must be returned to NUVII.
  3. The consumer may be responsible for the direct cost of returning the product, as permitted by law.
  4. Any refund due under the statutory cooling-off right will be processed in accordance with the applicable legislation.

Where NUVII has failed to provide information required by ECTA, additional cancellation rights may apply.

3. DEFECTIVE OR FAULTY PRODUCTS

NUVII stands behind the quality of the ClearPore Pro.

Under the CPA, consumers are entitled to goods that are reasonably suitable for their intended purpose, of good quality, in good working order and free of defects, and reasonably usable and durable having regard to the circumstances.

The CPA provides an implied warranty of quality for qualifying goods.

If your ClearPore Pro is defective or fails to meet the applicable statutory requirements, please contact us as soon as reasonably possible.

Please provide:

  • Your order number;
  • Your full name;
  • A description of the problem;
  • Photographs and/or video demonstrating the issue; and
  • Any other information reasonably requested by NUVII to assess the issue.

Do not attempt to repair, disassemble, modify or tamper with the device yourself.

Unauthorised repairs or modifications may affect our ability to determine the cause of the problem and may affect remedies where the damage or failure resulted from such actions, subject always to applicable law.

4. SIX-MONTH IMPLIED WARRANTY

Where applicable under section 56 of the CPA, consumers have an implied warranty relating to the quality of goods for six months from delivery.

Where goods fail to satisfy the requirements of section 55 during this period, the consumer may return the goods in accordance with the CPA.

Where the statutory requirements are met, the consumer's available remedy will be determined in accordance with the CPA.

NUVII will not use this policy to remove or reduce a consumer's statutory rights.

5. DAMAGE CAUSED BY MISUSE

The ClearPore Pro must be used strictly according to the instructions supplied with the product.

NUVII is not responsible for damage resulting from misuse, abuse, negligence, accidental damage, unauthorised modification, unauthorised repair, use contrary to the supplied instructions, or other damage caused by the consumer, to the extent permitted by applicable law.

Examples may include:

  • Dropping the device;
  • Attempting to open or dismantle the device;
  • Using incompatible charging equipment;
  • Using the device contrary to the supplied instructions;
  • Deliberately damaging the device;
  • Using excessive force;
  • Modifying the device; or
  • Damage caused by liquid entering areas not designed to be exposed to liquid.

This section does not exclude any remedy where the consumer is legally entitled to one.

6. COSMETIC DAMAGE

Minor cosmetic marks, scratches or signs of ordinary handling that do not affect the functionality or safety of the product will not necessarily constitute a defect.

However, damage that existed before delivery, or damage occurring during delivery for which NUVII is responsible, will be handled in accordance with applicable law.

7. INCORRECT OR INCOMPLETE ORDERS

If you receive:

  • The wrong product;
  • A missing component;
  • A missing attachment;
  • An incorrect quantity; or
  • A product materially different from what was advertised,

please contact NUVII as soon as possible after delivery.

Please provide photographs of:

  • The product received;
  • The packaging;
  • The shipping label; and
  • Any relevant accessories or components.

We will investigate the issue and provide an appropriate remedy in accordance with applicable law.

8. PRODUCTS DAMAGED DURING DELIVERY

Please inspect your parcel when it arrives.

If your ClearPore Pro appears to have been damaged during transportation, please contact us as soon as reasonably possible and provide photographs of the external packaging and product.

Do not dispose of the original packaging until the matter has been resolved.

This allows us to investigate potential damage during transportation.

Nothing in this section limits any rights you may have under the CPA.

9. HYGIENE & PERSONAL-USE PRODUCTS

The ClearPore Pro is a personal skincare device designed to come into contact with the user's skin.

For health and hygiene reasons, NUVII may impose reasonable hygiene requirements on voluntary change-of-mind returns, including requiring that the device and applicable accessories remain unused and in a condition suitable for resale.

However, a product's having been opened or used does not automatically eliminate statutory consumer rights where the product is defective, unsafe, incorrectly supplied, or otherwise subject to a remedy under applicable South African law.

10. RETURN SHIPPING

Where a return is made because of a qualifying statutory right, the allocation of return costs will be handled in accordance with the applicable law.

For voluntary change-of-mind returns that are not statutory returns, the customer may be responsible for the direct return shipping costs.

NUVII will provide the applicable return instructions after the return request has been reviewed.

Please do not send a product back without first contacting us and receiving return instructions.

11. REFUNDS

Once a returned product has been received, NUVII may inspect the product where reasonably necessary to determine the nature of the return.

Where a refund is legally due, NUVII will process the refund in accordance with the applicable statutory requirements and the original payment method where reasonably possible.

Refund processing times may vary depending on the payment provider or financial institution.

NUVII will not use an internal processing period to unlawfully delay a refund required by law.

12. RETURN CONDITION

For voluntary returns, customers should return the product with:

  • The ClearPore Pro device;
  • All supplied attachments;
  • Charging accessories;
  • Instruction materials;
  • Original packaging where reasonably possible; and
  • Any other components supplied with the order.

Where a statutory return applies, NUVII will not improperly deny a consumer's statutory remedy merely because packaging is unavailable, where the law does not permit such a denial.

13. WARRANTY DOES NOT COVER NORMAL WEAR AND TEAR

A warranty or statutory quality remedy does not necessarily cover ordinary deterioration caused by normal use.

Examples can include reasonable wear of removable components or accessories that naturally deteriorate through ordinary use, subject to the applicable statutory rights.

14. HOW TO REQUEST A RETURN

To request a return, contact:

NUVII Customer Support

Email: [YOUR EMAIL ADDRESS]

WhatsApp: [YOUR WHATSAPP NUMBER]

Business Address: [YOUR PHYSICAL ADDRESS]

Please include:

Order Number:
Full Name:
Date of Purchase:
Reason for Return:
Photographs/Video:

We will provide you with the applicable return instructions.

15. FRAUDULENT OR ABUSIVE RETURN REQUESTS

NUVII reserves the right to investigate suspected fraudulent, dishonest or abusive return activity.

This may include situations such as:

  • Deliberately damaging a product and presenting the damage as a manufacturing defect;
  • Returning a different product from the one purchased;
  • Removing or replacing components;
  • Making knowingly false statements about the condition of a product; or
  • Repeatedly abusing voluntary change-of-mind return arrangements.

Where permitted by law, NUVII may refuse a non-statutory return request or take appropriate legal action where fraud or deliberate abuse is established.

Nothing in this section limits a consumer's legitimate rights under applicable South African consumer-protection legislation.

16. NO EXCLUSION OF CONSUMER RIGHTS

Important:

Nothing contained in this policy is intended to:

  • Exclude the Consumer Protection Act;
  • Exclude the Electronic Communications and Transactions Act;
  • Remove a consumer's statutory warranty;
  • Prevent a consumer from exercising a statutory cancellation right;
  • Exclude liability that cannot legally be excluded; or
  • Prevent a consumer from pursuing any remedy available under South African law.

If any provision of this policy conflicts with a mandatory provision of South African law, the mandatory legal provision will prevail.

17. LIMITATION OF LIABILITY

To the maximum extent permitted by South African law, NUVII will not be liable for loss or damage arising from:

  • Failure to follow the product instructions;
  • Misuse of the ClearPore Pro;
  • Unauthorised modification or repair;
  • Negligent use of the device;
  • Use of the device for a purpose for which it was not designed; or
  • Failure to follow applicable safety instructions.

Nothing in this clause excludes or limits liability that cannot lawfully be excluded or limited under South African law.

18. CHANGES TO THIS POLICY

NUVII may update this policy from time to time to reflect changes to our business practices or applicable legislation.

The version applicable to your purchase will generally be the version displayed at the time of your transaction, subject to any mandatory rights provided by law.

Your statutory rights

This policy is intended to operate alongside, and not instead of, applicable South African consumer law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.