Refund policy

Last Updated: 8 June 2026

Thank you for supporting Purely Euphoria. We are a small South African business, and every order is packed, curated, and handled with care.

We want you to feel confident when shopping with us. This Returns & Refunds Policy explains how returns, exchanges, refunds, damaged items, digital products, and service-related refunds are handled.

This policy applies to purchases made through Purely Euphoria, including our website, approved payment links, invoices, and direct orders.

1. Our Approach

At Purely Euphoria, we aim to balance excellent customer care with fair and responsible business practice.

Because we sell a mix of physical products, curated gift boxes, hampers, food items, digital products, personalised products, and digital marketing services, different return and refund rules may apply depending on what you purchased.

Nothing in this policy is intended to limit any consumer rights that cannot legally be limited under South African law.

2. Contact Details for Returns

For all return, refund, exchange, or damaged-item requests, please contact us:

Email: customercare@purelyeuphoria.com
Alternative Email: hello@purelyeuphoria.com
WhatsApp: 064 663 3287

Please include your order number, full name, contact details, and a clear description of the issue.

3. Return Window for Physical Products

If you would like to request a return or exchange for a qualifying physical product, please contact us within 7 working days of delivery.

To qualify for a return, the item must generally be:

Unused
Unopened where applicable
In its original condition
In its original packaging where applicable
Returned with proof of purchase
Returned as a complete set, bundle, hamper, or gift box where applicable

Return requests are assessed on a case-by-case basis according to the product type, reason for return, condition of the item, and applicable South African consumer law.

4. Change-of-Mind Returns

If you ordered a qualifying physical product online and changed your mind, you may contact us within 7 working days of receiving your order.

Where a change-of-mind return is approved:

The product must be unused, unopened, and in a resellable condition.
The product must be returned in its original packaging where applicable.
The customer may be responsible for the return courier cost.
The original delivery fee may not be refundable unless required by law.
Refunds will only be processed once the returned item has been received and inspected.

Change-of-mind returns may not apply to all products, especially excluded items such as food, perishable goods, personalised products, custom orders, digital products, and services that have already started.

5. Defective, Damaged, or Unsafe Goods

If a product is defective, unsafe, not of acceptable quality, not fit for its intended purpose, or does not match the description provided, please contact us as soon as possible.

Where the item is confirmed to be defective or incorrectly supplied, you may be entitled to a repair, replacement, or refund depending on the circumstances and applicable consumer law.

Please include:

Your order number
A clear description of the issue
Photos or videos showing the defect or damage
Photos of the outer packaging and courier label where applicable

If the issue is confirmed to be our responsibility or due to courier damage before delivery, Purely Euphoria will cover reasonable return or replacement courier costs.

6. Damaged Items on Delivery

We take care to package all orders securely. However, if your order arrives damaged, please notify us within 7 working days of delivery, preferably as soon as possible after receiving the parcel.

Please do not throw away the packaging until we have reviewed the issue.

To help us resolve the matter quickly, please send:

Photos of the damaged item
Photos of the full gift box, bundle, or hamper
Photos of the outer courier packaging
Photos of the courier label
Your order number
A short explanation of what happened

Once reviewed, we may offer a replacement, refund, store credit, or another suitable solution.

If the damaged item is out of stock, we may offer a similar replacement, store credit, or refund.

7. Incorrect or Missing Items

If you receive the wrong item or an item is missing from your order, please contact us within 7 working days of delivery.

Please include your order number and clear photos of what you received.

Once we have reviewed the issue, we may arrange one of the following:

Delivery of the missing item
Replacement of the incorrect item
Collection of the incorrect item
Store credit
Partial refund
Full refund where appropriate

8. Gift Boxes, Hampers, and Bundle Deals

Gift boxes, hampers, and bundle deals are curated as complete sets. If you request a return, the full gift box, hamper, or bundle may need to be returned complete and in its original condition.

Returns may be declined where:

Items have been opened
Items have been used
Items have been consumed
Items have been removed from the gift box, hamper, or bundle
The packaging has been damaged after delivery
The gift box is no longer in a resellable condition
The return includes food, perishable, or hygiene-sensitive items that cannot safely be resold

If only one item in a gift box or bundle is damaged, defective, incorrect, or missing, we may offer a replacement, partial refund, store credit, or another fair solution for that specific item.

9. Food, Treats, Beverages, and Perishable Goods

Some Purely Euphoria gift boxes and hampers may include food items, sweets, snacks, beverages, biltong, nuts, nougat, or other edible products.

For health, safety, and quality reasons, food, beverages, and perishable items cannot usually be returned or refunded unless they are:

Damaged on arrival
Defective
Incorrectly supplied
Expired on arrival
Unsafe or not fit for consumption when received

Please make sure that the recipient’s allergies, dietary requirements, preferences, and restrictions are considered before placing an order.

Purely Euphoria cannot accept responsibility if a customer orders an item that does not suit the recipient’s personal taste, dietary preference, or allergy requirements, unless we supplied the wrong item or the product was not as described.

10. Personalised, Custom, and Made-to-Order Products

Personalised, custom, branded, or made-to-order products cannot usually be cancelled, returned, exchanged, or refunded once production, sourcing, printing, design, or preparation has started.

This includes, but is not limited to:

Personalised gifts
Custom printed items
Branded corporate gifts
Made-to-order gift boxes
Products containing names, dates, logos, wording, or custom messages
Specially sourced items for a customer or corporate order

Please check all spelling, names, dates, colours, logos, wording, and personalisation details carefully before approving your order.

If we make an error with the personalisation or supply an item that is defective or incorrect, please contact us so that we can review and resolve the issue fairly.

11. Corporate, Bulk, and Special Orders

Corporate gifting, bulk orders, large quantities, and specially sourced products are handled separately due to the planning, sourcing, and production involved.

For these orders:

A deposit or full payment may be required before work begins.
Stock may only be ordered once payment reflects.
Cancellation may not be possible once stock has been sourced, ordered, personalised, branded, packed, or prepared.
Refunds may be reduced by any costs already incurred.
Custom or personalised items are generally not returnable unless defective, damaged, or incorrectly supplied.

Please plan ahead for corporate and bulk orders so that we can help meet your deadline.

12. Sale, Clearance, and Promotional Items

Sale, clearance, discounted, or promotional items may not qualify for change-of-mind returns unless otherwise stated.

However, if a sale or clearance item is defective, damaged on arrival, incorrectly supplied, or protected under applicable consumer law, we will review the issue and assist accordingly.

13. Digital Products

Due to the nature of digital products, all digital product sales are final once access, download, or delivery has been provided.

Digital products may include:

Downloadable PDFs
Templates
Guides
Workbooks
Ebooks
Digital files
Online resources
Courses or digital learning material

Digital products cannot be returned in the same way as physical goods.

However, please contact us if:

You were charged more than once in error.
You did not receive access due to a technical issue.
The file is corrupted or inaccessible.
You received the wrong digital product.

We will investigate the issue and assist where reasonably possible.

Digital products may not be copied, shared, resold, redistributed, or used for unauthorised commercial purposes.

14. Digital Marketing Services

Purely Euphoria may offer digital marketing services such as:

Digital marketing audits
Meta Ads support
Google Ads support
Email marketing
WhatsApp marketing
Campaign planning
Content planning
Custom monthly marketing support
Strategy or consulting services

Because services involve time, expertise, research, strategy, planning, and allocated work time, refunds are handled differently from product returns.

Unless otherwise agreed in writing:

Full payment or a deposit may be required before work begins.
Once work has started, payments may be partially or fully non-refundable.
Completed services are non-refundable.
Missed deadlines caused by delayed client feedback, missing information, lack of access, or delayed approvals do not automatically qualify for a refund.
Advertising spend, third-party platform fees, software costs, app fees, stock image costs, domain costs, hosting costs, and subscription fees are not refundable through Purely Euphoria.
Marketing results are not guaranteed, as performance depends on many factors outside our control.

For once-off services, such as audits or campaign setup, cancellation before work begins may qualify for a refund, less any payment gateway fees or administrative costs where applicable.

For monthly support or retainer services, written cancellation notice may be required. Unless otherwise agreed in writing, a minimum of 30 days’ notice may apply.

15. Refund Processing

Approved refunds will be processed using the original payment method where possible.

Refunds may take several working days to reflect, depending on your bank, payment provider, or payment method.

Purely Euphoria is not responsible for delays caused by banks, payment gateways, or third-party payment processors.

Where appropriate, we may offer store credit or a replacement instead of a refund, but this will be discussed with you.

16. Return Courier Costs

Return courier costs depend on the reason for the return.

Purely Euphoria will cover reasonable return or replacement courier costs where:

The item is defective.
The item was damaged before or during delivery.
The wrong item was supplied.
The issue was caused by Purely Euphoria or our courier partner.

The customer may be responsible for return courier costs where:

The return is due to change of mind.
The wrong address was supplied.
The recipient was unavailable.
The customer ordered the wrong item.
The customer no longer wants the item.
The item is returned without being defective or incorrectly supplied.

17. Items Returned Without Approval

Please contact us before returning any item.

Items returned without prior communication or approval may not be accepted, refunded, or exchanged.

If an unauthorised return is received, the customer may be responsible for any additional courier costs to resend the item.

18. When Returns or Refunds May Be Declined

A return, refund, or exchange may be declined where:

The return request is made outside the applicable return period.
The item has been used, opened, consumed, damaged, or altered after delivery.
The item is not returned in its original condition.
The product is personalised, custom-made, or specially sourced.
The product is food, perishable, or hygiene-sensitive and there is no defect or error.
The product was damaged due to misuse, neglect, incorrect handling, or normal wear and tear.
The customer supplied incorrect delivery, order, gift message, or personalisation information.
The digital product has already been accessed or delivered.
The service has already started or been completed.

Each request will be reviewed fairly and in context.

19. How to Request a Return or Refund

To request a return, refund, exchange, or replacement, please contact us at: