This Return & Exchange Policy applies to products made available through the AverCare platform to customers in AverCare's current markets, including:
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, unless expressly stated otherwise for a particular product, the supplier of each product operates independently from AverCare and remains responsible for the supply and fulfilment of that product.
Products purchased through the AverCare platform may be fulfilled and shipped directly to customers by the relevant supplier or its appointed fulfilment or logistics partner.
Returns, exchanges, replacements, warranties and refunds relating to products supplied by independent third-party suppliers are governed by the policies, terms and procedures of the relevant supplier, together with any mandatory consumer protection laws applicable to the particular transaction and jurisdiction.
AverCare does not create, determine or replace the individual return, exchange or refund policies of its independent third-party suppliers. Where appropriate, AverCare may assist customers by identifying the relevant supplier, directing a request to the appropriate party or facilitating communication. Such assistance does not transfer the supplier's responsibilities or obligations to AverCare.
Nothing in this Policy is intended to exclude, restrict or waive any mandatory consumer rights or obligations that cannot lawfully be excluded under the laws applicable to the particular transaction.
Each third-party supplier is independently responsible for its products and for administering its applicable:
The terms, eligibility requirements, timeframes and procedures may vary between suppliers, products, countries and regions.
AverCare does not independently approve or reject a return, exchange or refund relating to a third-party supplier's product and does not assume the financial responsibility of the supplier for any refund, replacement or exchange, except where AverCare is expressly required to do so by applicable law or has expressly agreed otherwise in writing.
Not every product or supplier available through the AverCare platform will necessarily be available in every country or region in which AverCare operates.
The availability, marketing, sale, supply, fulfilment, delivery, return, exchange and refund of each product are subject to:
Each supplier is responsible for ensuring that it has the necessary legal right, authority, registrations, approvals and/or permissions required to offer, market, sell, supply and fulfil its products in the countries or regions in which those products are made available, to the extent required by applicable law.
Accordingly, the products, suppliers, terms of sale, return periods, refund conditions, exchange rights, warranties, shipping arrangements and other conditions available to customers may differ from one country or region to another and from one supplier to another.
A product being displayed, selected, reviewed or endorsed by AverCare does not mean that the product is legally available for sale in every jurisdiction in which the AverCare platform operates.
Where a supplier is not authorised or otherwise legally permitted to sell, distribute or supply a particular product in a country or region, that product should not be made available for purchase or fulfilment by that supplier in that jurisdiction.
If you require assistance with a product purchased through the AverCare platform, you may contact AverCare Customer Support. Please provide:
AverCare may use this information to identify the relevant supplier and assist in directing or communicating your request to that supplier. The relevant supplier will determine the eligibility of the request in accordance with its applicable policies and applicable law.
Customers should not return a product to AverCare unless specifically instructed to do so. Where supplier-specific return instructions are provided, customers must follow those instructions, including any designated return address or courier procedure.
Because products offered through AverCare are sourced from different independent suppliers, there is no single return period or set of return conditions that applies to every third-party product.
The applicable supplier's policy may determine:
Customers are encouraged to review the applicable supplier terms made available in connection with the product or contact AverCare Customer Support for assistance identifying the applicable supplier policy.
AverCare may feature supplements, health and wellness products, personal care products, consumables and other products for which returns may be restricted for health, hygiene, safety or other reasons.
Whether an opened, used or partially consumed product may be returned is determined by the relevant supplier's policy and applicable consumer protection law.
Some suppliers may offer satisfaction guarantees or more favourable return arrangements. Any such guarantee is offered by the relevant supplier and remains subject to that supplier's terms and conditions.
If a product arrives damaged, appears defective or is different from the product ordered, please contact AverCare Customer Support or the relevant supplier as soon as reasonably possible.
Where contacting AverCare, customers may be requested to provide photographs of:
AverCare may forward or facilitate the request with the relevant supplier. The supplier responsible for the product will handle the claim and determine the applicable remedy in accordance with its policies and applicable consumer protection legislation.
Depending upon the circumstances, the remedy offered by the supplier may include a replacement, exchange, refund, credit or another remedy available under applicable law.
Any exchange is subject to the relevant supplier's exchange policy, including:
Approval or rejection of an exchange request relating to a third-party product is the responsibility of the relevant supplier.
Change-of-mind returns are available only where permitted by the relevant supplier's policy or required by applicable law.
The supplier may require the product to be unused, unopened and returned in its original condition and packaging. The supplier's policy will also determine whether the customer is responsible for return shipping and whether original delivery charges are refundable.
Responsibility for return shipping, courier or collection costs is determined by the relevant supplier's policy and applicable consumer protection legislation.
Customers should not arrange or pay for return shipping until they have received the appropriate instructions from the supplier or, where AverCare is assisting with the communication, the instructions communicated through AverCare.
AverCare is not responsible for unauthorised return shipping or courier costs incurred by a customer unless AverCare has expressly agreed otherwise or applicable law requires otherwise.
A single order placed through the AverCare platform may contain products supplied by different independent suppliers. As a result:
Each product will be dealt with according to the policy of the supplier responsible for that product.
AverCare operates across multiple international markets, including the USA, EU, UK, UAE, India, New Zealand, Australia, South Africa and SADC member states.
Independent suppliers may be based in, manufacture products in, fulfil orders from, or distribute products from different countries and jurisdictions.
The return, exchange and refund terms applicable to a particular purchase may therefore depend upon the supplier, the customer's country or region, the fulfilment location, the nature and category of the product, the supplier's applicable policies and any mandatory consumer protection legislation applicable to the transaction.
Where mandatory consumer protection legislation gives a customer rights that cannot legally be excluded, restricted or waived, those rights will continue to apply
This Policy is intended to operate across AverCare's international markets. The following general principles apply:
Because laws differ between jurisdictions, nothing in this Policy should be interpreted as replacing or limiting a mandatory statutory consumer right applicable to a particular customer or transaction.
Refunds for products supplied by independent third-party suppliers are governed by and remain the responsibility of the relevant supplier, subject always to applicable mandatory law.
Where a supplier approves a refund, the refund will be handled in accordance with that supplier's applicable refund policy, procedures, terms and payment arrangements.
AverCare may assist with communication, administration or routing of the request where appropriate. Such assistance does not mean that AverCare has approved the refund, assumed the supplier's financial obligation or guaranteed that a refund will be issued.
Refund processing times may vary depending on the supplier, payment method, payment processor, financial institution and jurisdiction.
Where applicable law places a direct and non-excludable obligation on AverCare in relation to a particular transaction, AverCare will comply with that legal obligation.
For clarity, in relation to products supplied by independent third-party suppliers, AverCare's role may include:
The inclusion, selection, review or endorsement of a third-party product on the AverCare platform does not, by itself, make the relevant supplier an employee, agent, subsidiary, representative or other legal extension of AverCare, nor does it make AverCare responsible for administering or funding the supplier's returns, exchanges or refunds, except to the extent such responsibility is imposed on AverCare by applicable law.
Supplier-specific terms, conditions, rules, return policies, exchange policies, refund policies, warranty policies and other relevant requirements apply to products supplied by that supplier, subject to any mandatory rights or obligations imposed by applicable law.
These policies may differ significantly between suppliers and jurisdictions. The same type of product may therefore have different return periods, refund eligibility requirements, exchange conditions, satisfaction guarantees, warranty periods, shipping requirements, product restrictions and regulatory requirements depending on the supplier and the country or region in which the product is purchased and supplied.
Where a supplier's policy provides more favourable terms, those terms may apply in accordance with the supplier's conditions. Where mandatory consumer legislation provides rights that cannot legally be excluded or restricted, those statutory rights will continue to apply regardless of anything contained in this Policy or a supplier's standard policy.
Customers who require assistance identifying the relevant supplier or understanding where to submit a return, exchange or refund request may contact:
AverCare Customer Support
Email: info@avercare.global Please include your order number, the relevant product and sufficient information regarding the reason for your request.
AverCare will, where appropriate, assist in identifying the relevant supplier and provide or facilitate the appropriate supplier-specific instructions.
AverCare's customer support assistance does not constitute approval of a return, exchange or refund and does not transfer the relevant supplier's obligations to AverCare.
| Version | Date | Description | Approved by |
|---|---|---|---|
| 1.0 | 18th August 2026 | Initial Release | Ulze van Wyk |
This is the published version of AC-POL-REP-340, version 1.0. The signed original is retained on record.
