RETURNS & REFUNDS POLICY

 

We want you to be satisfied with your Vault & Co purchase. As Vault & Co sources products from a variety of independent stores and suppliers, return conditions may differ depending on the product and circumstances of the return. Nothing in this policy limits any rights you may have under applicable South African consumer law.

 

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective, materially different from its description, or different from what you ordered, please contact Vault & Co as soon as reasonably possible.

Please include your order number, a description of the issue and clear photographs or other relevant information. We will assess the matter and, where applicable, arrange an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include a replacement, repair or refund.

 

Change-of-Mind Returns

Because many products available through Vault & Co are sourced or procured specifically in response to customer orders, we do not generally accept returns or exchanges solely because a customer has changed their mind, selected the wrong item, or no longer wants the product, except where a return or cancellation right is required by applicable law.

Please review product descriptions, sizes, colours, specifications and quantities carefully before completing your purchase.

 

Online Purchases and Cancellation Rights

Where South African law provides a statutory cooling-off or cancellation right for an electronic transaction, Vault & Co will honour that right subject to the applicable requirements, exclusions and permitted costs.

 

Returns Process

Do not send a product back to the original store or supplier unless Vault & Co specifically instructs you to do so.

To request a return, contact Vault & Co using the contact details provided on our website. If your return is approved, we will provide instructions regarding where and how the item must be returned.

Products returned without prior authorisation may not be accepted.

 

Condition of Returned Products

Where applicable, returned products should include their original packaging, accessories and other items supplied with the product. This requirement does not remove any statutory rights relating to defective or non-conforming goods.

 

Refunds

Once an approved return has been received and assessed, we will notify you of the outcome. Where a refund is due, it will ordinarily be processed using the original payment method.

Processing times after a refund has been issued may vary depending on your bank or payment provider.

 

Delivery Charges

Responsibility for return delivery costs will depend on the reason for the return and the customer's rights under applicable law. Where an item is defective, incorrect or otherwise qualifies for a remedy at Vault & Co's cost under applicable law, the appropriate return costs will be handled accordingly.

 

Non-Returnable Items

Certain products may not be eligible for return where permitted by law, including products that have been personalised, used or altered by the customer, or products subject to hygiene, health or other legally recognised return restrictions.

Any applicable product-specific restrictions will be communicated where relevant.

 

Contact Us

If you have a problem with an order, please contact Vault & Co before returning the product so that we can assist you.