Last updated: 21 October 2026
We want you to be satisfied with your purchase. This policy explains how refunds are handled. It does not limit any rights you have under South African law. Please also read our Returns Policy for information about return eligibility and product condition.
Refunds for cancellations and returned orders
For eligible online purchases, you may cancel within 7 days after receiving the goods, without giving a reason or paying a cancellation penalty. Some goods and transactions are excluded from this right by law.
Please contact us in writing within the 7-day period to cancel. For this change-of-mind cancellation, you are responsible for the direct cost of returning the goods. If you have already paid, we will process your refund as soon as possible and within 30 days after cancellation, as required for eligible cancellations under the Electronic Communications and Transactions Act.
For returned orders or confirmed cancellations, NEWAVRO aims to process refunds within 2–5 business days after receiving the returned goods or confirming the cancellation, as applicable. For an eligible statutory cooling-off cancellation, the refund will be made within the legal 30-day deadline from cancellation, even if the returned parcel has not yet reached our office. Your bank or payment provider may take additional time to display the funds.
Refunds for faulty goods
If goods fail to meet the quality standards required by the Consumer Protection Act, you may return them within 6 months after delivery. Where the Act applies, you may choose a repair, replacement or refund. The return is at NEWAVRO’s risk and expense.
Incorrect or damaged orders
If we sent the wrong product, or your order arrived damaged, contact us as soon as possible with your order number and, if available, photos of the item and packaging. We will provide return instructions and cover reasonable return costs for an item supplied incorrectly or damaged in transit.
If you request a replacement for an incorrect item, it will be dispatched once the courier confirms that the original item is in transit back to the NEWAVRO office, subject to any rights you have under South African law.
How to request a refund or return
Email support@newavro.co.za or call 010 534 7115. Please provide your name, order number, product and reason for the request.
Returns must be sent by courier using the return instructions we provide after you contact us. Please do not send an item back before receiving those instructions. For change-of-mind cancellations, the customer is responsible for the direct return cost. NEWAVRO covers reasonable return costs for qualifying faulty or incorrectly supplied goods.
Refunds will be made to the original payment method where possible. No restocking or cancellation fee will be charged where prohibited by law.
Contact and return address
NEWAVRO
The Proven Concepts Group Pty Ltd
Unit 1, Willowview Office Park, 589 Van Hoof Street, Willowbrook, Roodepoort, 1724, South Africa
VAT number: 4710321664
Email: support@newavro.co.za
Telephone: 010 534 7115
Business hours: Monday–Friday, 9am–5pm; Saturday, 9am–1pm; closed Sunday.