AverCare operates an international digital health and wellness platform through which customers may discover and purchase selected products offered and supplied by independent third-party suppliers.
AverCare carefully selects, reviews, curates and/or endorses products that we believe complement the AverCare health and wellness ecosystem. However, the relevant supplier operates independently from AverCare and remains responsible for the products it supplies and for its own return, exchange, cancellation and refund obligations.
AverCare does not purchase, hold, warehouse, package, dispatch or physically fulfil third-party supplier products. Products are drop-shipped directly to customers by the relevant supplier, or by a fulfilment, logistics or courier provider appointed by that supplier.
Returns, exchanges, cancellations, replacements, credits and refunds are governed by the relevant supplier's applicable terms, conditions, rules and policies, together with any mandatory consumer protection law applicable to the particular transaction and jurisdiction.
This Policy applies to products made available through the AverCare platform in AverCare's current markets, including the United States of America (USA), European Union (EU), United Kingdom (UK), United Arab Emirates (UAE), India, New Zealand, Australia, South Africa and Southern African Development Community (SADC) member states. Product availability and supplier policies may differ by supplier, product and region.
Nothing in this Policy is intended to exclude, restrict or waive any mandatory consumer right or legal obligation that cannot lawfully be excluded, restricted or waived in the jurisdiction applicable to the transaction.
Each independent supplier is responsible for establishing, administering and applying its own return, exchange, cancellation and refund terms, conditions, rules, policies and procedures for the products it supplies through the AverCare platform.
The relevant supplier is responsible for:
AverCare may provide customer support assistance and facilitate communication between the customer and the relevant supplier. Such assistance does not transfer or create responsibility for the supplier's return, exchange, cancellation or refund obligations to AverCare, except to the extent that applicable law imposes a direct and non-excludable obligation upon AverCare.
Not every product or supplier available through the AverCare platform will necessarily be available for sale, fulfilment or delivery in every country or region in which AverCare operates.
Each supplier is solely responsible for determining and ensuring that it has the necessary legal right, authority, licences, registrations, approvals, authorisations and/or permissions required to offer, market, sell, distribute, supply, fulfil and deliver its products in each country or region in which that supplier makes those products available, to the extent required by applicable law.
A product being displayed, selected, reviewed, curated or endorsed by AverCare does not constitute a representation by AverCare that the product is legally permitted, registered, approved or authorised for sale or delivery in every jurisdiction in which the AverCare platform operates.
Where a supplier is not legally or operationally able to sell, supply or deliver a product in a jurisdiction, the supplier is responsible for ensuring that the product is not made available by that supplier for purchase, fulfilment or delivery in that jurisdiction.
Customers wishing to request a return, exchange, cancellation, replacement, credit or refund may contact the relevant supplier directly in accordance with that supplier's policy, or contact AverCare Customer Support for assistance in identifying or communicating with the relevant supplier.
A request should include, where applicable:
AverCare may transmit the information provided to the relevant supplier and communicate supplier-provided instructions or status information to the customer.
The supplier remains responsible for assessing the request and determining the applicable outcome.
Products should not be returned to AverCare. Customers should not send a product to a supplier, fulfilment centre, courier address or address appearing on packaging unless the appropriate supplier-specific return instructions have first been obtained.
Return periods are determined by the relevant supplier's applicable policies and may differ depending on the supplier, product and jurisdiction. Customers should review the applicable supplier terms and contact the supplier or AverCare Customer Support as soon as reasonably possible if they wish to request a return.
Where mandatory law provides a cancellation, return, refund, repair, replacement or other right that is more favourable than a supplier's standard policy, the mandatory legal right applicable to the transaction will prevail to the extent required by law.
Change-of-mind returns are subject to the relevant supplier's applicable terms and policies and may not be available for every product or in every jurisdiction.
Eligibility may depend on the type of product, whether it has been opened or used, its condition and packaging, the applicable return period, supplier-specific requirements and applicable law.
Where a supplier permits a change-of-mind return, its return instructions and conditions will apply, including any requirements relating to original condition, packaging, seals, labels, accessories, proof of purchase and return shipping costs.
Customers should inspect products as soon as reasonably possible after delivery. If a product is damaged, defective, incorrect, incomplete or materially different from the product ordered, the customer should contact the relevant supplier or AverCare Customer Support as soon as reasonably possible and retain relevant packaging, delivery documentation, tracking information and photographic evidence.
The relevant supplier is responsible for assessing and handling the claim, including any necessary communication or claim with its appointed fulfilment, logistics or courier provider, and for determining the applicable remedy in accordance with its policies and applicable law.
Depending on the circumstances and applicable law, the supplier's remedy may include replacement, exchange, repair, reshipment, credit, refund or another applicable remedy.
AverCare may facilitate communication between the customer and supplier but does not independently investigate, approve or determine such claims, except to the extent that applicable law imposes a direct and non-excludable obligation upon AverCare.
Certain products may not be eligible for change-of-mind returns due to their nature, health and hygiene considerations, safety requirements, supplier restrictions or applicable law. The relevant supplier's policy will determine the applicable exclusions, subject to mandatory consumer rights.
Examples may include opened, used or consumed products; perishable or food products; supplements or consumable health and wellness products with broken seals; opened personal care, beauty or hygiene products; customised or personalised products; gift cards; clearance or final-sale products where legally permitted; and products damaged after delivery through misuse, improper storage or failure to follow instructions.
A change-of-mind exclusion does not remove any mandatory statutory rights that may apply where a product is defective, unsafe, incorrectly supplied or otherwise fails to comply with applicable law.
Where a customer purchases products from more than one independent supplier through the AverCare platform, each supplier remains independently responsible for the products it supplies and for its own return, exchange, cancellation and refund policies.
Return eligibility, return periods, return addresses, shipping costs, refund methods and other conditions may therefore differ between products included in the same order. A return or refund approved by one supplier does not automatically apply to a product supplied by another supplier.
AverCare may assist the customer in identifying the relevant supplier for each product and communicating supplier-specific instructions.
Responsibility for return shipping, courier, storage, customs, clearance or other return-related charges is determined by the relevant supplier's applicable terms and return arrangements and by applicable law.
For an approved change-of-mind return, the customer may be responsible for return shipping costs where permitted by the supplier's terms and applicable law.
For damaged, defective, incorrect or otherwise non-conforming products, return shipping costs will be handled in accordance with the relevant supplier's obligations and applicable consumer protection requirements.
AverCare does not independently determine, charge or absorb supplier-specific return shipping costs or deductions.
The treatment of original shipping and delivery charges following a return, cancellation or refund is determined by the relevant supplier's applicable terms and shipping arrangements, together with applicable law.
Original shipping charges may be non-refundable for change-of-mind returns where legally permitted. Where a product is defective, damaged, incorrect or otherwise subject to mandatory consumer remedies, the treatment of original delivery charges will be determined in accordance with the supplier's legal obligations and applicable consumer protection law.
Receiving or accepting a returned product does not automatically mean that a refund has been approved. The relevant supplier may first need to receive and inspect the product or assess the circumstances of the request.
The relevant supplier is responsible for approving, declining or adjusting a refund in accordance with its applicable terms, policies and procedures and applicable law. AverCare does not independently approve or reject supplier refunds.
Where a refund is approved, the relevant supplier is responsible for processing or arranging the applicable refund in accordance with its policies, payment arrangements and applicable law.
The method by which a refund is processed may depend on the supplier, the original payment arrangement, the payment provider and the jurisdiction. Where required by the supplier's arrangement or applicable law, the refund may be returned to the original payment method used for the transaction.
AverCare may communicate refund status information provided by the supplier or payment provider but does not independently fund or assume financial responsibility for refunds relating to products supplied by independent third-party suppliers, except to the extent that applicable law imposes a direct and non-excludable obligation upon AverCare.
Refund processing times are determined by the relevant supplier, payment provider, bank or card issuer and may differ by supplier, payment method and jurisdiction.
Any timeframe communicated through the AverCare platform is based on information made available by the relevant supplier or payment provider and is an estimate only. Banking and payment-provider processing times may apply after the supplier has submitted an approved refund.
If a customer has received confirmation that a refund has been processed but the funds have not appeared within the expected period, AverCare may assist by facilitating communication with the relevant supplier where appropriate.
Products displayed on the AverCare platform are subject to stock availability from the relevant independent supplier. AverCare does not purchase, hold, warehouse, manage or control stock or inventory relating to products supplied by independent third-party suppliers.
If a supplier is unable to fulfil a product, the relevant supplier is responsible for addressing the unavailability in accordance with its applicable terms, policies and applicable law. Any cancellation, replacement, alternative product, credit or refund remains the responsibility of the relevant supplier.
AverCare may facilitate communication between the customer and supplier or communicate information provided by the supplier regarding the affected order. Such assistance does not mean that AverCare has assumed responsibility for the supplier's stock, fulfilment obligation or refund.
Where permitted by the relevant supplier, an eligible product may be exchanged or replaced rather than refunded. Availability depends on the supplier's policies, stock availability, the condition of the returned product, the reason for the request and applicable law.
The supplier is responsible for approving and administering an exchange or replacement and for providing the applicable return and reshipment instructions. Products should not be sent to AverCare.
AverCare operates across multiple international markets, including the USA, EU, UK, UAE, India, New Zealand, Australia, South Africa and SADC member states. AverCare's operation of the platform in a particular country or region does not mean that every supplier or product is legally permitted, registered, approved or authorised for sale in that jurisdiction.
The relevant supplier's own return, exchange, cancellation and refund terms apply to the products supplied by that supplier, together with the mandatory laws and regulatory requirements applicable to the particular transaction and jurisdiction.
Each supplier is responsible for ensuring that its return, refund and after-sales arrangements comply with the mandatory legal requirements applicable to the jurisdictions in which it sells and supplies its products.
Each independent supplier is responsible for establishing and applying its own return, exchange, cancellation and refund conditions for the products it supplies. These conditions may differ between suppliers, products and countries or regions.
Supplier-specific requirements may be displayed or communicated on the applicable product page, during checkout, in the order confirmation, through information provided by the supplier, or during the supplier's return authorisation process.
Supplier-specific conditions do not override mandatory consumer rights that cannot lawfully be excluded or restricted.
The relevant supplier may investigate, decline or otherwise address return or refund requests where it reasonably suspects fraud, abuse, manipulation or misuse, in accordance with its policies and applicable law.
AverCare may take reasonable steps to protect the integrity and security of the AverCare platform and may provide relevant order or account information to the supplier where lawful and appropriate for the assessment of a return or refund request. This does not affect legitimate consumer rights.
For products offered and supplied by independent third-party suppliers, AverCare's role is limited to operating the AverCare platform and may include displaying selected products, selecting, reviewing, curating and/or endorsing products, providing technology that facilitates the customer's purchase from the relevant supplier, identifying the supplier responsible for a product, facilitating order information, providing customer support assistance and facilitating communication between the customer and supplier.
AverCare does not purchase or hold supplier stock and does not warehouse, package, fulfil, dispatch, ship, courier or physically deliver third-party supplier products. AverCare does not receive or inspect supplier returns and does not independently approve, reject, fund or issue supplier refunds.
The inclusion, selection, review, curation or endorsement of a third-party product on the AverCare platform does not make the relevant supplier, its fulfilment provider, logistics provider or courier an employee, agent, subsidiary or representative of AverCare and does not transfer that party's product, fulfilment, return, refund or delivery obligations to AverCare.
Where appropriate, AverCare may assist customers by identifying the relevant supplier, communicating information provided by that supplier or facilitating communication between the customer and supplier. Such assistance does not mean that AverCare has undertaken or assumed the supplier's obligations, except to the extent that applicable law imposes a direct and non-excludable obligation upon AverCare.
Customers may contact the relevant supplier directly in accordance with the supplier's applicable return and refund policy. Customers may also contact AverCare Customer Support for assistance in identifying or communicating with the relevant supplier.
Email: info@avercare.global Products should not be returned to AverCare. Customers should not send products to a supplier, fulfilment centre or courier address without first obtaining the appropriate supplier-specific return instructions.
AverCare may facilitate communication with the relevant supplier and communicate supplier-provided return, replacement, exchange, cancellation, credit or refund instructions. The relevant supplier remains responsible for assessing and administering the request in accordance with its policies and applicable law.
| Version | Date | Description | Approved by |
|---|---|---|---|
| 1.0 | 18th August 2026 | Initial Release | Ulze van Wyk |
This is the published version of AC-POL-RRP-339, version 1.0. The signed original is retained on record.
