ASTERIA LIFESTYLE

REFUNDS, RETURNS AND CANCELLATION POLICY

Last updated: 14 September 2026

This policy applies to purchases from www.asterialifestyle.co.za. It should be read with the Terms and Conditions and Shipping and Delivery Policy. Nothing in this policy limits rights that cannot lawfully be excluded under South African consumer law.

1. BEFORE YOU REQUEST A RETURN

Contact sales@asteriasa.co.za before sending any product. Include:

• order number and purchaser name;
• product and reason for the request;
• photographs of the product, packaging and shipping label where relevant; and
• the remedy requested.

Do not return goods to the public head-office description unless we confirm the approved address and return authorisation.

Returns contact: sales@asteriasa.co.za | 012 998 4486

Approved returns address and procedure: 17 Midas Avenue, Olympus Boulevard Office Park, 

1^st Floor Heartsease Building, Asteria House, 

Olympus A.H, 0081

2. ORDER CANCELLATION BEFORE DISPATCH

Contact us as soon as possible if you wish to cancel. If the order has not been dispatched, we will make reasonable efforts to stop fulfilment and refund the amount paid, subject to any lawful and disclosed deduction.

If the order has already been dispatched, the request will be handled under the applicable cooling-off or return provisions, and reasonable direct return costs may be payable by the customer where permitted.

3. ONLINE COOLING-OFF RIGHTS

Where the Electronic Communications and Transactions Act, 2002 applies and no exclusion applies, a consumer may cancel an eligible online transaction within seven days after receiving the goods, without penalty and without giving a reason. The consumer may be responsible only for the direct cost of returning the goods. A refund will be made within the period required by law after the cancellation and return requirements have been met.

Certain goods or transactions may be excluded by law, including goods made to specification, clearly personalised goods, goods that by reason of their nature cannot be returned, or goods likely to deteriorate or expire rapidly. Hygiene and product-safety restrictions are addressed below.

4. CHANGE-OF-MIND RETURNS

In addition to mandatory rights, Asteria Lifestyle offers [3-days] for eligible unused products.

To qualify for a voluntary change-of-mind return, the product must be unused, unopened, undamaged, in its original sealed packaging, complete with accessories or gifts, and accompanied by proof of purchase. We may reasonably inspect the product before approving a refund or exchange.

The following are not accepted for change-of-mind returns once opened, unsealed or used, for hygiene, health or safety reasons:

• skincare, cosmetics, haircare and personal-care products;
• supplements, ingestible products and weight-management products;
• beauty tools or accessories that contact the skin or body;
• products with a broken tamper seal;
• personalised or specially sourced products;
• gift cards or vouchers; and
• clearance items where the restriction was disclosed before purchase.

These restrictions do not remove rights relating to defective, unsafe, expired, incorrectly supplied or otherwise non-compliant goods.

5. DEFECTIVE, UNSAFE OR POOR-QUALITY GOODS

Consumer goods carry the statutory quality warranty required by South African law. If goods fail to meet applicable standards within six months after delivery, a consumer may generally return them and choose repair, replacement or refund, subject to the law and the nature of the goods.

We may inspect the product to determine the cause of the issue. Remedies may not apply where damage results from misuse, failure to follow instructions, ordinary wear and tear, improper storage, unauthorised alteration, or a characteristic disclosed and accepted before purchase.

Manufacturer warranties, where applicable, are additional and do not replace statutory rights.

6. DAMAGED, LEAKING, EXPIRED, INCORRECT OR MISSING GOODS

Please notify us as soon as reasonably possible, preferably within 48 hours of delivery, if a parcel or product arrives damaged, leaking, expired, tampered with, incorrect or incomplete. Prompt notice and photographs help us investigate with the courier.

The 48-hour request is an administrative reporting period and does not extinguish statutory rights. Keep the goods and all packaging until we give instructions.

Where the problem is confirmed, we will provide the remedy required by law and cover reasonable collection or return costs where the issue is ours or the goods are defective.

7. ALLERGIES, SENSITIVITIES AND EXPECTED RESULTS

Check ingredients, warnings and suitability before opening or using a product. Individual reactions and results vary. A product is not necessarily defective merely because it does not achieve a hoped-for cosmetic, wellness or weight-management outcome.

However, this clause does not affect rights where a product is unsafe, defective, incorrectly described, expired or otherwise fails legal standards. Contact us promptly about an adverse reaction and seek appropriate medical advice where necessary.

8. RETURN AUTHORISATION AND PACKAGING

After reviewing the request, we will provide return instructions and, if appropriate, a reference number. Package goods securely to prevent damage. Do not place labels directly on retail packaging unless instructed.

Unauthorised returns may be delayed or refused where no legal right to return exists. We will not unreasonably withhold a statutory remedy.

9. RETURN COSTS

Asteria Lifestyle will pay reasonable return or collection costs where goods are defective, unsafe, damaged on delivery, incorrectly supplied, or where law requires us to do so.

For an eligible change-of-mind or ECTA cooling-off return, the customer may be responsible for the direct cost of returning the goods, as permitted by law. Original delivery fees will be treated in accordance with applicable law and the circumstances of the return.

Return method and courier arrangement: [Return via Courier – Provide Waybill to ops@asteriasa.co.za]

10. REFUNDS

Approved refunds are made to the original payment method where reasonably possible. Netcash or Payflex refunds may be subject to the payment provider’s processing workflow and, for Payflex, the customer’s instalment arrangement and provider terms.

Internal approval time: [3 business days]

Estimated bank/payment-provider processing time: [7 business days]

Any lawful deductions or restocking charges: [Not prohibited]

We will process mandatory refunds within the period required by law. Shipping, promotional gifts, discounts and partial returns will be adjusted fairly and in accordance with the original transaction and applicable law.

11. EXCHANGES

Exchanges are subject to stock availability. If the requested replacement is unavailable, we will offer another lawful remedy. Price differences and delivery charges for voluntary exchanges will be disclosed before processing.

Exchange procedure: [Email request for exchange to be sent to ops@asteriasa.co.za. Confirmation of in stock of requested product will be communicated as well as return and delivery instruction]

12. PROMOTIONAL ITEMS, GIFTS AND BUNDLES

A free gift or promotional item supplied as part of a purchase should be returned with the main product when the entire qualifying purchase is returned, unless defective or otherwise agreed. Refunds on bundles or multi-buy promotions may be recalculated based on products retained, provided the method is fair and disclosed.

Samples are not refundable but statutory rights still apply if a sample is unsafe or causes another actionable issue.

13. PAYFLEX PURCHASES

If Payflex was used, approved refunds are communicated to Payflex through the merchant/payment process. Payflex determines how completed or future instalments are adjusted under its terms. Do not cancel instalments directly unless Payflex instructs you to do so.

[Operational Payflex refund and cancellation workflow.]

14. COMPLAINTS

If you are dissatisfied with our response, ask for escalation:

Complaints contact or manager: [Executive Office Manager: eom@asteriasa.co.za]

Complaints response target: [CLIENT TO CONFIRM] ?

Consumers may use any ombud, regulator, tribunal or court available under applicable law.



15. CONTACT

Asteria Lifestyle

Email: sales@asteriasa.co.za

Telephone: 012 998 4486

Head office: Heartsease Building, First Floor, Asteria House

Full legal and returns address: 17 Midas Avenue, Olympus Boulevard Office Park, 

1^st Floor Heartsease Building, Asteria House, 

Olympus A.H, 0081