NEWAVRO Returns, Refunds and Replacements Policy

NEWAVRO Returns, Refunds and Replacements Policy

Last updated: 15 October 2026

We want you to be satisfied with your purchase. This policy explains how to request a return, refund or replacement. It does not limit any rights you have under South African law.

1. Change-of-mind returns for online 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. You are responsible for the direct cost of returning the goods under this cooling-off right. If you have already paid, we will refund your payment within 30 days after cancellation.

For a change-of-mind return, the product must be returned as supplied, with all parts, accessories and packaging intact. Handle it only as reasonably necessary to inspect it. If the product, packaging, parts or accessories are damaged or missing, we may be unable to accept the change-of-mind return or may make a reasonable deduction where the law allows. This condition does not apply to or limit your legal rights for faulty, unsafe or incorrectly described goods.

2. Faulty, unsafe or defective goods

If goods fail to meet the quality standards required by the Consumer Protection Act, you may return them within 6 months after delivery. The return is at NEWAVRO’s risk and expense. You may choose a repair, replacement or refund, as provided by law. Packaging damage or missing parts will not automatically remove these legal rights.

3. Incorrect or damaged orders

If we sent you the wrong product, or your order arrived damaged, please 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 the reasonable return cost for an item supplied incorrectly or damaged in transit.

For an incorrect item, NEWAVRO will dispatch the replacement once the incorrect item is in transit back to our office. This process does not limit any other remedy you may have under law.

4. Refunds and processing time

For returned orders or confirmed cancellations, NEWAVRO aims to process refunds within 3–5 business days after receiving the returned order or confirming the cancellation, as applicable. For a statutory ECTA cooling-off cancellation, the refund will be made within the legal deadline of 30 days 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 will be made to the original payment method where possible. No restocking or cancellation fee will be charged where prohibited by law.

5. How to request a return

Email support@newavro.co.za or call 010 534 7115. Please provide your name, order number, the product, and whether you are requesting a cancellation, refund or replacement. Contact us before sending anything back so we can give you return instructions.

6. Return address and collection

NEWAVRO
Willowview Office Park
589 Van Hoof Street
Willowbrook, Roodepoort, 1724
South Africa

Collection is available by arrangement during office hours: Monday–Friday, 9am–5pm; Saturday, 9am–1pm; closed Sunday.