Refund policy

RETURNS, EXCHANGES & REFUNDS POLICY

To return any goods purchased from Vaalpac Online Store, a valid proof of purchase (receipt, invoice, or order confirmation) must be provided.

Should you wish to return or exchange goods within 7 (seven) days of purchase or delivery, Vaalpac Online Store will assess the request and, if approved, process an exchange or refund, subject to the terms and conditions outlined below.

General Returns and Exchanges
1.1 Goods must be unused, unopened, and in their original packaging, with all labels and seals intact.
1.2 Goods must be in a saleable condition.
1.3 All returns require prior written authorisation from Vaalpac Online Store. Unauthorised returns will not be accepted.
1.4 Approved returns will be subject to a handling fee of 15% – 20% per item, which will be deducted from the refund value.
1.5 Refunds will only be processed to the original payment method used for the purchase.

Goods Not Eligible for Return or Exchange
2.1 Special-order items may not be returned or exchanged.
2.2 Sale or promotional items may not be returned or exchanged.

Incorrect, Damaged or Faulty Goods
3.1 Any damaged goods received must be reported within 24 (twenty-four) hours of delivery. Clear photographic evidence of the product and packaging is required for assessment.
3.2 Incorrect goods received must be reported within 3 (three) working days of delivery.
3.3 Where Vaalpac Online Store is at fault, Vaalpac Online Store will cover all courier costs associated with the collection and replacement of the goods.
3.4 Where the customer is at fault, including but not limited to ordering the incorrect product or providing incorrect delivery information, all courier fees for returns, exchanges and re-delivery will be for the customer’s account.

Defective Goods
4.1 Defective goods may be repaired, replaced, or refunded within 6 (six) months of purchase, provided the defect is confirmed and proof of purchase is provided.
4.2 Goods will not qualify as defective where the fault arises due to misuse, negligence, incorrect storage, normal wear and tear, or failure to adhere to product instructions or guidelines.

Courier Fees for Returns and Exchanges
5.1 Where the return or exchange is due to a customer error or change of mind, all courier costs will be for the customer’s account.
5.2 Where Vaalpac Online Store is at fault, Vaalpac Online Store will cover all courier costs for the collection and replacement of the goods.

Processing of Refunds
6.1 Refunds will only be processed after the returned goods have been received, inspected, and approved by Vaalpac Online Store.
6.2 Refunds will be issued using the original payment method used for the purchase.
6.3 Refunds may take between 5 (five) and 10 (ten) working days to reflect, depending on the customer’s bank.
6.4 If a replacement product is unavailable, an alternative or refund will be offered.

How to Log a Return
7.1 To initiate a return, exchange, or defective goods request, customers must contact Vaalpac Online Store for authorisation.

Contact Details:
Telephone: +27 82 371 3332
Email: onlinesales@vaalpac.co.za

Wholesale and Bulk Orders
8.1 Wholesale and bulk purchase orders processed via Vaalpac Account Managers are governed by separate commercial terms.
8.2 Returns, exchanges and after-sales support for wholesale and bulk orders are managed directly with the assigned Account Manager and do not fall under this Returns, Exchanges & Refunds Policy.