Refund policy

1. RETURN AND REFUND POLICY

Last updated: 10 September 2026

At Elyra, we want you to be happy with your purchase. This Return and Refund Policy explains how returns, exchanges, damaged or defective products and refunds are handled.

Nothing in this policy is intended to limit or exclude any rights that you 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. Returns

If you wish to return an eligible item, please contact us at elyracustomers@gmail.com before returning the item.

Please include:

• Your full name
• Order number
• Item(s) you wish to return
• Reason for the return
• Photographs where the product is damaged, defective or incorrect

Please do not send a return before contacting us and receiving return instructions.

2. Eligibility for Returns

Unless applicable law provides otherwise, an item being returned because you have changed your mind must generally:

• Be unused and unworn
• Be in its original condition
• Have all original tags, labels and packaging attached or included
• Show no signs of use, damage, alteration or washing
• Be accompanied by proof of purchase or your Elyra order number

Elyra reserves the right to inspect returned products before approving a voluntary return or refund.

These conditions do not remove any rights you may have in respect of defective, unsafe or incorrectly supplied goods under applicable South African law.

3. Change-of-Mind Returns

Where Elyra voluntarily accepts a change-of-mind return, the customer may be responsible for the cost of returning the product to us unless otherwise stated.

Any statutory cooling-off or cancellation rights available to you under applicable South African law remain unaffected.

Certain electronic transactions may carry statutory cancellation rights under ECTA, subject to the requirements and exclusions contained in that legislation.

4. Items That Cannot Be Returned

Subject always to your statutory rights, certain products may not qualify for a voluntary change-of-mind return for health, hygiene, safety or other legitimate reasons.

This may include, where applicable:

• Products that have been used, worn, washed or altered
• Personalised or customised products
• Products that cannot reasonably be resold for hygiene or health reasons once opened or used
• Gift cards
• Products specifically identified as non-returnable where permitted by law

This exclusion does not apply where legislation gives you a right to return the product, including qualifying defective or incorrectly supplied goods.

5. Damaged, Defective or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If you receive an item that is damaged, defective or different from what you ordered, contact us at elyracustomers@gmail.com.

Please provide your order number, a description of the problem and clear photographs where appropriate.

We will assess the matter and provide an appropriate remedy in accordance with applicable South African consumer law.

6. Exchanges

Where exchanges are available, they are subject to product and size availability.

Please contact elyracustomers@gmail.com before returning an item for an exchange.

If the requested replacement is unavailable, we will discuss the available alternatives with you.

7. Refunds

Once an eligible return has been received and inspected, we will notify you regarding the outcome.

Where a refund is approved, it will ordinarily be issued to the original payment method, unless another method is required or agreed.

After Elyra processes the refund, your bank or payment provider may require additional time to reflect the amount in your account. These processing times are outside Elyra's control.

8. Return Shipping Costs

For ordinary voluntary change-of-mind returns, customers may be responsible for return delivery costs where permitted by law.

Where Elyra supplied an incorrect, defective or otherwise non-compliant product and applicable law requires Elyra to bear the return costs, Elyra will do so.

Original delivery fees and return delivery costs will be handled in accordance with the reason for the return and applicable South African law.

9. Sale and Promotional Items

Sale or promotional products remain subject to applicable South African consumer-protection legislation.

Where permitted by law, Elyra may restrict voluntary change-of-mind returns on products specifically identified as final-sale or clearance items.

This does not remove statutory remedies that may apply to defective or incorrectly supplied products.

10. Contact Us

For returns, exchanges or refund enquiries, contact:

Elyra
Email: elyracustomers@gmail.com
Website: Elyrasa.co.za
Physical address: 17 Rocastle Close, Highbury, Cape Town, 7580
Country: South Africa

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