Return & Refund Policy

Element Labs (Pty) Ltd, trading as AuraNova, wants you to be happy with your purchase. This policy explains when and how you can return an item. It applies to online purchases delivered within South Africa and operates alongside your rights under the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

Your 7-day cooling-off right (ECTA)

Because you bought online, you have the right under Section 44 of ECTA to cancel your order within 7 calendar days of receiving it, without giving a reason. For health and safety reasons, this right applies only to products that are still sealed and unopened (see “Non-returnable items” below). The direct cost of returning the goods is for your account, and we will refund you within 30 days of cancellation.

Our 14-day return policy (sealed products)

In addition to your legal rights, we offer a 14-day return window. You have 14 days after receiving your item to request a return, provided the product is unopened, in its original sealed packaging, and in the same condition you received it, with proof of purchase.

To start a return, contact us at elementlabs.2026@gmail.com. If your return is accepted, we’ll send instructions on how and where to send your package. Returns must be sent to: Element Labs (Pty) Ltd, 911 Onyx, 57 Heerengracht Street, Cape Town, 8001, South Africa. Items sent back to us without first requesting a return will not be accepted.

Damaged, defective or incorrect items

Please inspect your order on delivery and contact us within 7 days at elementlabs.2026@gmail.com if your item is defective, damaged, or if you received the wrong product. Please include photos where possible. In these cases we will replace the item or issue a full refund, including any return shipping costs, in line with your rights under Section 56 of the CPA.

Non-returnable items (health & safety)

Because our products are consumable health supplements, we cannot accept returns of any product that has been opened or used, or where the safety seal is broken, for hygiene and safety reasons. This does not affect your rights in respect of damaged, defective, or incorrect items above. We also cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to get what you want is to return the eligible item, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether the refund was approved. If approved, you’ll be refunded to your original payment method within 10 business days. Please note it may take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at elementlabs.2026@gmail.com.