Last updated: June 2026
We want you to be satisfied with your purchase. This policy explains when and how you can return goods, cancel orders or services, and request a refund. It applies together with our Terms and Conditions and does not limit your rights under South African consumer law.
1. Cooling-off period (change of mind)
In line with the Electronic Communications and Transactions Act (ECTA), if you bought an eligible physical product online, you may cancel and return it within 7 days of receiving it, for any reason. To qualify:
- The item must be unused, undamaged and in its original packaging with all accessories.
- You are responsible for the cost of returning the item to us.
- Once we receive and inspect the item, we will refund the purchase price within 30 days, less any direct cost of returning the goods where applicable.
2. Items that cannot be returned for change of mind
The cooling-off right does not apply to certain items, including:
- Custom or made-to-order goods, including made-to-measure or tailored business wear.
- Custom-built or custom-configured computers built to your specification.
- Bespoke services and deliverables such as websites, mobile apps, branding and marketing work.
- Software, licences and digital products once activated, downloaded or unsealed.
- Items that have been used, altered, damaged after delivery, or are missing original packaging or accessories.
These exclusions do not affect your rights regarding faulty or defective goods (see below).
3. Faulty, defective or incorrect goods
Under the Consumer Protection Act, if goods are defective, not of good quality, or not as described, you may return them within 6 months of delivery for a repair, replacement or refund, at no charge to you. If you receive an incorrect or damaged item, please contact us within 7 days of delivery and we will arrange a replacement or refund, including any reasonable return shipping costs.
4. Order cancellations
- Before dispatch: You may cancel an order for physical goods before it is dispatched and receive a full refund.
- After dispatch: Once dispatched, the cooling-off and returns process above applies.
5. Cancelling services and projects
For services such as web development, app development, business setup and marketing:
- Deposits are non-refundable once work has commenced, as they secure your booking and cover initial work.
- If you cancel a project in progress, you will be charged for all work completed and any third-party costs already incurred (for example domains, hosting, licences or certification fees), and any remaining balance will be refunded.
- Completed and delivered services are not refundable.
6. How to request a return or refund
Email support@vahlavetech.co.za with your order number, the item or service concerned, and the reason for your request. We will respond with the next steps. Please do not return any item before contacting us.
7. How refunds are paid
Approved refunds are made to your original payment method through PayFast. Please allow 7 to 14 business days for the refund to reflect, depending on your bank or card provider.
8. Contact
For any questions about refunds or cancellations, contact us at support@vahlavetech.co.za or info@vahlavetech.co.za.