Refund policy
Returns, Refunds & Warranty Policy
Last Updated: 11 August 2026
At Neuvex Recovery, we stand behind the quality of our products and are committed to providing our customers with reliable products and excellent service.
We understand that circumstances can change. As a gesture of goodwill, Neuvex Recovery offers a 30-day voluntary return period for eligible products.
This policy also explains your rights and our procedures regarding defective, damaged, faulty or incorrectly supplied products, refunds, exchanges and warranty claims.
Nothing in this policy is intended to exclude, restrict or limit any rights a consumer 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. 30-Day Voluntary Change-of-Mind Returns
As a gesture of goodwill, Neuvex Recovery offers customers a 30-day voluntary return period.
This means that if you change your mind, no longer require the product, ordered the wrong product, or simply decide that you do not want the product, you may request a return within 30 days from the date you receive your order, provided the product meets all the requirements below.
To qualify for a voluntary change-of-mind return, the product must:
-
Be completely unused;
-
Not have been worn, operated or tested beyond reasonable inspection;
-
Be in its original condition;
-
Be in its original packaging;
-
Include all original accessories, components, manuals and other items supplied with the product;
-
Not show signs of use, damage, tampering or alteration; and
-
Be suitable for resale as new.
Because Neuvex Recovery sells products intended for personal recovery and use, we cannot generally resell products as new once they have been used.
Return Shipping Costs
For voluntary change-of-mind returns, the customer is responsible for the direct cost of returning the product to Neuvex Recovery.
The customer will need to arrange and pay for the return courier unless otherwise agreed by Neuvex.
The original delivery charge, where separately charged, and the return courier cost are not refundable where permitted by applicable law.
Neuvex will not deduct our international freight, customs duties, import costs, supplier costs, payment processing fees or other internal business expenses from a customer's refund.
The customer's responsibility under this section is the direct cost of returning the product to Neuvex.
Inspection of Voluntary Returns
All voluntary returns are subject to inspection.
If the product has been used, worn, operated, damaged, altered, tampered with, is missing components, or is otherwise not in a condition suitable for resale as new, it may not qualify for Neuvex's voluntary 30-day change-of-mind return.
This section applies only to Neuvex's voluntary goodwill return policy and does not affect any statutory consumer rights relating to defective, unsafe or non-conforming goods.
2. Statutory Cooling-Off Rights for Online Purchases
Certain electronic transactions are subject to statutory cooling-off rights under the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
Where section 44 of the ECTA applies, a consumer may cancel a qualifying transaction without reason and without penalty within seven days after receipt of the goods.
Where this statutory right applies, the only charge that may be levied on the consumer is the direct cost of returning the goods.
Where payment has already been made and the statutory cooling-off right is validly exercised, Neuvex will process the applicable refund in accordance with the ECTA.
The statutory cooling-off period is separate from Neuvex's voluntary 30-day return policy and does not reduce any other statutory consumer rights.
3. Defective, Faulty or Non-Conforming Products
Neuvex Recovery takes product quality seriously.
Where reasonably practicable, products are quality-checked before being dispatched to customers.
However, manufacturing defects, faulty components or other product failures can occasionally occur.
Under the Consumer Protection Act, qualifying goods carry an implied warranty of quality for six months from delivery.
If goods fail to satisfy the applicable quality, safety, functionality or durability requirements during this period, the consumer may have the right to return the goods without penalty and at the supplier's risk and expense.
Where the statutory requirements are met, the consumer may choose between:
-
A repair;
-
A replacement; or
-
A refund of the price paid for the goods.
These statutory rights apply independently of Neuvex's voluntary 30-day return policy.
4. Used Products and Defective-Product Claims
The requirement that a product be unused and in its original packaging applies to Neuvex's voluntary 30-day change-of-mind return policy.
It does not mean that a customer loses their statutory rights simply because they have used a product normally.
If a product develops a genuine manufacturing defect or otherwise fails to comply with applicable statutory quality requirements during normal intended use, the fact that the product has been used does not automatically prevent the customer from making a valid statutory claim.
Neuvex may reasonably request information, photographs, videos or an inspection of the product to assess the reported issue.
5. Reporting a Defective or Damaged Product
If you believe your product is defective, faulty or damaged, please contact Neuvex Recovery as soon as reasonably possible.
To help us investigate the issue efficiently, we may request:
-
Your order number;
-
Proof of purchase;
-
Photographs of the product;
-
Photographs of the packaging;
-
A video demonstrating the problem, where practical;
-
A description of what happened;
-
Details of how and when the problem occurred; and
-
Any other reasonable information required to assess the issue.
This information allows us to determine whether the issue appears to be a manufacturing defect, transit damage, normal wear and tear, accidental damage, misuse or another cause.
Providing photographs or videos is part of our initial assessment process. Where necessary, Neuvex may require the product to be returned for physical inspection or testing.
A customer's statutory rights are not removed merely because a particular photograph or video cannot be provided.
6. Damaged Products on Delivery
If your product arrives damaged, please contact Neuvex as soon as reasonably possible.
Where practical, please provide photographs showing:
-
The damaged product;
-
The external shipping packaging;
-
The internal packaging;
-
The shipping label; and
-
Any visible damage.
This information assists us in investigating whether damage occurred during transportation or resulted from another cause.
Where Neuvex is responsible for the issue, or where applicable consumer law requires the supplier to bear the relevant return or collection costs, Neuvex will arrange or bear those costs.
7. Incorrect Products or Missing Items
If you receive:
-
The wrong product;
-
The wrong quantity;
-
A product with missing components; or
-
A product that does not correspond with your order,
please contact us as soon as possible.
Please provide your order number and photographs of the product received, packaging and shipping label where applicable.
Where the error is attributable to Neuvex, we will arrange an appropriate remedy at our cost.
8. Product Claim Investigation
Because Neuvex performs quality checks before products leave our facility, we take all product claims seriously.
When a customer reports damage or a fault, Neuvex may conduct a reasonable investigation.
Depending on the circumstances, this may include reviewing:
-
Photographs;
-
Videos;
-
Packaging;
-
Product condition;
-
Order information;
-
Product usage information;
-
Manufacturing information; and
-
The returned product itself.
The purpose of an investigation is to establish, as reasonably as possible, whether the issue resulted from:
-
A manufacturing defect;
-
A faulty component;
-
Damage during delivery;
-
Normal product failure during intended use;
-
Accidental damage;
-
Misuse or abuse;
-
Failure to follow product instructions;
-
Unauthorized modification or repair;
-
Normal wear and tear; or
-
Another cause outside the manufacturer's or supplier's responsibility.
Neuvex will assess each claim fairly and in accordance with applicable South African consumer law.
9. Damage Caused by Misuse, Negligence or Unauthorized Modification
A product issue caused by misuse, abuse, negligence, accidental damage, unauthorized modification or failure to follow the manufacturer's instructions is not necessarily a manufacturing defect.
Examples may include:
-
Dropping or physically damaging the product;
-
Using the product for a purpose for which it was not designed;
-
Incorrect charging or use of unsuitable power equipment;
-
Unauthorized opening, modification or repair;
-
Failure to follow operating or safety instructions;
-
Deliberate damage;
-
Improper storage or care; or
-
Normal wear and tear.
Where an investigation reasonably establishes that the damage resulted from misuse, negligence, accidental damage or unauthorized modification rather than a manufacturing defect, the claim may not qualify as a manufacturer's defect or warranty claim.
Where appropriate, Neuvex may offer a paid repair or alternative solution at its discretion.
Nothing in this section limits a consumer's statutory rights.
10. 12-Month Manufacturer's Warranty
In addition to the statutory rights provided by South African law, Neuvex Recovery provides a 12-month manufacturer's warranty against defects in materials and workmanship under normal intended use, subject to the applicable product conditions.
This additional warranty covers:
-
Manufacturing defects;
-
Faulty components;
-
Defects in materials or workmanship; and
-
Product failures occurring during normal intended use.
The additional manufacturer's warranty does not cover:
-
Misuse or abuse;
-
Negligence;
-
Accidental damage;
-
Unauthorized modifications or repairs;
-
Improper storage;
-
Improper care;
-
Normal wear and tear;
-
Failure to follow product instructions;
-
Use outside the intended purpose of the product; or
-
Damage caused by circumstances outside the manufacturer's reasonable control.
This additional manufacturer's warranty does not replace or reduce any statutory rights available to consumers under South African law.
11. Hygiene and Personal-Use Products
For health, hygiene and safety reasons, certain products may not qualify for voluntary change-of-mind returns once opened or used, where permitted by applicable law.
This may include:
-
Opened or used insoles;
-
Opened or used personal recovery products;
-
Products intended for direct personal or bodily use;
-
Custom or personalised products; and
-
Other products where returning an opened or used product would create a legitimate hygiene or safety concern.
These exclusions apply to voluntary change-of-mind returns only.
They do not remove or limit statutory rights relating to defective, unsafe or non-conforming products.
12. Sale and Clearance Products
Sale and clearance products may be subject to specific return conditions disclosed at the time of purchase.
However, sale or clearance status does not remove or limit any statutory consumer rights relating to defective, unsafe or non-conforming goods.
13. Return Authorisation
All returns should be initiated by contacting Neuvex Recovery before sending a product back.
Customers should not send products to the return address without first receiving return instructions.
This allows us to:
-
Identify the order;
-
Confirm the reason for the return;
-
Provide the correct return instructions;
-
Reduce the risk of products being lost or misdirected; and
-
Process the return efficiently.
A requirement for prior return authorisation does not remove or restrict any statutory consumer rights.
14. Return Packaging
Customers returning products under the voluntary change-of-mind policy are responsible for packaging the product appropriately for transport.
Where possible, the product should be returned in its original packaging together with all original accessories, components and documentation.
For statutory defective-product returns, Neuvex will provide appropriate return or collection instructions.
15. Refunds
Once a returned product has been received, Neuvex may inspect the product where necessary to determine the applicable resolution.
For voluntary change-of-mind returns, the refund will be processed once the product has been received and confirmed to meet the requirements of the voluntary return policy.
Where a refund is due, it will generally be processed to the original payment method.
Neuvex aims to process approved refunds within 10 business days, subject to applicable law and payment-provider processing times.
Your bank or payment provider may require additional time before the funds appear in your account.
Where a statutory refund timeframe applies, Neuvex will comply with that timeframe.
16. Exchanges and Replacements
For voluntary change-of-mind returns, exchanges are subject to product availability and the requirements of the voluntary return policy.
The customer remains responsible for applicable return shipping costs for voluntary change-of-mind exchanges.
For defective, faulty, damaged or incorrectly supplied products, Neuvex will provide the remedy applicable under South African consumer law.
Where a statutory remedy applies, the consumer's legally applicable choice of repair, replacement or refund will be respected.
17. Return Address
Neuvex Recovery
134 Blueberry
50 Midas Avenue
Olympus
Pretoria East
Gauteng
0081
South Africa
Important: Please do not send a return to this address until you have contacted Neuvex Recovery and received return instructions.
18. How to Start a Return or Warranty Claim
Please contact:
Email: support@neuvexrecovery.co.za
Please include:
-
Your full name;
-
Order number;
-
Product purchased;
-
Date of purchase;
-
Reason for the return or warranty claim;
-
Photographs and/or video where relevant; and
-
Any additional information reasonably requested by our support team.
Our team will review your request and provide the appropriate next steps.
19. Fraudulent or Abusive Claims
Neuvex reserves the right to investigate suspected fraudulent, dishonest or abusive return and warranty claims.
This may include circumstances where:
-
A product has intentionally been damaged;
-
A product has been altered or tampered with;
-
A product has been used contrary to its instructions;
-
False information has been provided;
-
A different product has been returned;
-
Components or accessories have been deliberately removed; or
-
There is evidence of an attempt to abuse the voluntary return or warranty process.
Where a claim is determined to be fraudulent or abusive, Neuvex may refuse a voluntary goodwill return or warranty claim to the extent permitted by law.
Nothing in this section limits a consumer's genuine statutory rights.
20. Our Commitment to Customers
At Neuvex Recovery, our priority is to provide high-quality recovery products and a positive customer experience.
We understand that problems can occasionally occur, and we will make reasonable efforts to investigate legitimate concerns fairly and efficiently.
Where Neuvex is responsible for a problem, we will take responsibility and provide the appropriate remedy in accordance with applicable law.
Where a product has been damaged through misuse, negligence, unauthorized modification or circumstances outside our responsibility, we will explain our findings clearly and, where possible, work with the customer to find a reasonable solution.
Our aim is to protect our customers while maintaining a fair and sustainable returns process for our business.
21. Applicable Law
This policy is governed by the laws of the Republic of South Africa.
Nothing in this policy excludes, restricts or waives any consumer right that cannot lawfully be excluded or limited under applicable South African law.
Neuvex Recovery reserves the right to update this policy from time to time to reflect changes in our business practices or applicable legislation.
For questions regarding this policy, please contact:
Neuvex Recovery