Refund policy
This policy is structured around the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. It includes a customer-friendly 14-day return period while preserving customers’ mandatory statutory rights. Online customers generally have a seven-day cooling-off right, and defective goods carry a six-month implied warranty of quality.
1. Scope of this policy
This policy applies to products purchased through VibeCart Online and delivered within South Africa.
Nothing in this policy is intended to exclude, limit or replace any rights that a customer may have under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African law. Where this policy conflicts with applicable law, the law will apply.
2. Change-of-mind returns
VibeCart Online accepts eligible change-of-mind returns when the customer contacts us within 14 calendar days after receiving the product.
Returns requested within seven days
Under the Electronic Communications and Transactions Act, customers may cancel an eligible online purchase without providing a reason and without penalty within seven days after receiving the goods.
For an eligible cancellation made during this seven-day period:
The customer is responsible only for the direct cost of returning the product.
VibeCart Online will refund the payments made for the cancelled transaction.
No restocking fee will be charged.
The refund will be made within 30 days after the cancellation, as required by law.
Certain products and transactions are excluded from this statutory cooling-off right, as explained under section 4 below.
Returns requested from day eight to day fourteen
VibeCart Online voluntarily extends its change-of-mind period to 14 calendar days.
For returns requested after the statutory seven-day period but within 14 days:
The product must be unused, unwashed, uninstalled and in a clean, resalable condition.
All accessories, manuals, components, promotional items and original packaging should be included.
The customer is responsible for return delivery costs.
The original delivery fee will not be refunded.
The refund will be limited to the amount paid for the returned product.
VibeCart Online may decline a voluntary return where the product has been used, damaged, altered, installed or is no longer suitable for resale.
3. Incorrect, damaged or incomplete deliveries
Please inspect your order as soon as possible after delivery.
Contact us promptly if:
You received the wrong product.
The product was damaged during delivery.
Parts or accessories are missing.
The product is materially different from its description.
Where possible, please notify us within 48 hours and provide photographs or a short video showing the product, packaging and delivery label. The 48-hour request helps us investigate courier-related claims and does not remove any statutory rights you may have.
Where VibeCart Online supplied an incorrect, damaged or incomplete order, we will arrange and pay for the appropriate collection or return. Depending on the circumstances and your applicable legal rights, the product will be repaired, replaced or refunded.
4. Products that cannot be returned for change of mind
The change-of-mind return right may not apply to:
Products made to the customer’s specifications.
Clearly personalized or customized products.
Products that cannot reasonably be returned because of their nature.
Perishable products or products likely to expire or deteriorate rapidly.
Unsealed audio recordings, video recordings or computer software.
Newspapers, magazines, periodicals and books.
Products that have been permanently installed, attached, altered, combined with other goods or partially or completely disassembled.
Products that cannot lawfully or safely be returned for public-health or hygiene reasons, where such an exclusion is permitted by applicable law.
These exclusions do not remove a customer’s rights where a product is defective, unsafe, incorrectly supplied or does not comply with applicable consumer law.
5. Defective, unsafe or poor-quality products
Products supplied by VibeCart Online carry the implied warranty of quality provided by the Consumer Protection Act.
If a product is defective, unsafe, not in good working order, not reasonably durable or otherwise fails to meet the standards required by law within six months after delivery, the customer may return it without penalty and at VibeCart’s risk and expense.
Subject to the Consumer Protection Act, the customer may direct VibeCart Online to:
Repair the product;
Replace the product; or
Refund the price paid for the product.
VibeCart Online may inspect or arrange a technical assessment of the product to determine the nature and cause of the reported problem. We will not repair a product without the customer’s agreement where the customer has lawfully selected a replacement or refund.
If a repaired product develops the same or another defect within three months after the repair, VibeCart Online will replace the product or refund the price paid, as required by law.
The six-month period does not replace any longer manufacturer warranty, express warranty or other right available under South African law.
6. Items that are not defective
A product will generally not be considered defective where the problem resulted from:
Normal wear and tear.
Misuse, abuse or neglect.
Accidental or liquid damage occurring after delivery.
Incorrect installation or operation.
Failure to follow the manufacturer’s instructions.
Unauthorized repairs, modifications or alterations.
Damage caused by incompatible equipment, power supplies or accessories.
A customer changing their mind after the applicable return period.
Where an inspection reasonably establishes that the product is not defective and the issue resulted from an excluded cause, the customer may be responsible for reasonable collection, assessment and return-delivery costs, but only where permitted by law and communicated to the customer beforehand.
7. How to request a return
Before returning a product, contact VibeCart Online at:
Email: customers.vibecartza@outlook.com
Telephone/WhatsApp: +27 65 712 4000
Include:
Your full name and order number.
The product you wish to return.
The reason for the return.
Photographs or video where the product is damaged, defective or incorrect.
Whether you are requesting a repair, replacement or refund, where applicable.
We will provide return instructions and, where applicable, a return reference number and collection arrangements.
Products must not be sent to VibeCart Online without prior return instructions. VibeCart Online is not responsible for products sent to an incorrect address or through an unapproved delivery method.
8. Return packaging
Customers must package returned products securely to prevent damage during transportation.
Where reasonably possible, include:
The original product packaging.
All accessories and components.
Manuals and documentation.
Promotional products supplied as part of the purchase.
The return reference number.
Original packaging is not required for a valid defective-product claim, although proof that the product was purchased from VibeCart Online may be requested.
9. Return-delivery costs
Return-delivery costs will be handled as follows:
Change of mind: Paid by the customer.
Incorrect product supplied: Paid by VibeCart Online.
Product damaged before or during delivery: Paid by VibeCart Online.
Valid defective-product claim: Paid by VibeCart Online.
Product found not to be defective: The customer may be responsible for reasonable costs where permitted by law.
VibeCart Online will not accept unauthorized cash-on-delivery returns.
10. Refunds
Approved refunds will be made to the original payment method wherever reasonably possible.
Where a refund is legally due, VibeCart Online will not force the customer to accept store credit, a voucher or another product instead of the refund.
For statutory online cancellations made within seven days, refunds will be completed within 30 days after cancellation.
Other approved refunds will normally be initiated within seven business days after the return has been received, inspected and approved. Payment providers and banks may require additional time to reflect the amount in the customer’s account.
The refund will be based on the amount actually paid after discounts or promotional credits.
For voluntary returns made from day eight to day fourteen, original delivery charges are non-refundable. This does not apply where the product was defective, damaged or incorrectly supplied.
11. Exchanges
Eligible products may be exchanged where replacement stock is available.
Where stock is unavailable, VibeCart Online may provide a refund rather than an exchange. Customers may also be asked to place a new order after the original product has been refunded.
This does not limit a customer’s right to select a replacement where that remedy is available under the Consumer Protection Act.
12. Sale and promotional products
Products purchased on sale or promotion remain protected by South African consumer law.
A product will not be excluded from a valid defect, damage or incorrect-delivery claim merely because it was purchased at a discounted price.
Voluntary change-of-mind returns remain subject to the eligibility requirements in this policy.
13. Order cancellations before dispatch
Contact us as soon as possible if you wish to cancel an order.
Where the order has not yet been dispatched or committed for fulfillment, VibeCart Online will cancel it and refund the amount paid.
Where the order has already been dispatched, the applicable return process and delivery-cost provisions will apply.
14. Promotional bundles and free gifts
Where products were sold as a bundle, the complete bundle may need to be returned to qualify for a full refund.
If a customer keeps part of a promotional bundle or a free promotional product, VibeCart Online may deduct the reasonable value of the retained item from a voluntary refund, where permitted by law.
15. Complaints and disputes
Customers should first submit any return or refund complaint directly to VibeCart Online using the contact details below. We will attempt to investigate and resolve the complaint fairly and within a reasonable time.
Where a complaint cannot be resolved directly, the customer may refer the matter to the Consumer Goods and Services Ombud or the National Consumer Commission, where applicable. The CGSO assists consumers with disputes after they have first attempted to resolve the matter with the supplier.
16. Contact information
Trading name: VibeCart Online
Website: vibecartonline.co.za
Legal owner: Mark Palmer, sole proprietor
Customer-support email: customers.vibecartza@outlook.com
Telephone/WhatsApp: +27 65 712 4000
Physical business address: 897 Pennyweight Avenue, Roodepoort, Gauteng, 1735, South Africa
Returns address: 897 Pennyweight Avenue, Roodepoort, Gauteng, 1735, South Africa