Refund policy

VibeVault Returns & Refund Policy

Last Updated: 8 September 2026

At VibeVault, we want you to have a positive shopping experience. This Returns & Refund Policy explains the circumstances in which products purchased through our online store may be returned, exchanged, repaired or refunded.

This policy applies to purchases made through the VibeVault online store and is intended to comply with applicable South African law, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded or limited under South African law.

1. CHANGE-OF-MIND RETURNS

For qualifying electronic transactions, South African law provides consumers with a statutory cooling-off right under section 44 of ECTA.

Where section 44 applies, you may cancel your transaction without giving a reason or incurring a penalty within 7 days after receiving the goods.

If you exercise this right:

  • You must notify VibeVault within the applicable 7-day period.
  • The product must be returned to VibeVault.
  • You are responsible for the direct cost of returning the product, as permitted by ECTA.
  • The product should be returned in accordance with the applicable requirements of South African law.
  • Where payment has already been made, VibeVault will process the applicable refund within the period required by law.

The statutory cooling-off right is subject to the exclusions contained in ECTA and therefore does not necessarily apply to every transaction or product.

2. DEFECTIVE PRODUCTS

Your statutory rights regarding defective goods are separate from the change-of-mind cooling-off right.

Under the CPA, consumers have rights in relation to goods that are not of good quality, are unsafe, are defective, or do not meet the applicable requirements of the Act.

The CPA provides an implied warranty of quality for qualifying goods for a period of 6 months from delivery.

Where a qualifying product is defective during this period, the consumer may have the right to return the product and, depending on the circumstances and applicable law, require that the product be repaired, replaced or refunded.

VibeVault will assess defective-product claims in accordance with the CPA and other applicable South African law.

Examples of potential defects include:

  • The mirror does not function as described when used correctly.
  • The LED lighting does not function properly.
  • The rechargeable function is defective.
  • The product has a manufacturing defect.
  • The product is materially damaged or defective when delivered.
  • The product does not perform a material function that it was represented as having.

A product is not necessarily considered defective merely because a customer changes their mind about the purchase or does not personally like the product.

3. DAMAGE CAUSED BY MISUSE OR IMPROPER HANDLING

VibeVault is not responsible for damage caused after delivery through circumstances such as:

  • Accidental damage;
  • Misuse of the product;
  • Failure to follow supplied instructions;
  • Unauthorised modification or alteration;
  • Improper handling;
  • Damage caused by the customer or another person after delivery; or
  • Use of the product for a purpose for which it was not designed.

This provision does not limit any statutory rights that cannot legally be excluded.

Each claim will be assessed according to the circumstances and applicable law.

4. WRONG PRODUCT OR WRONG VARIANT

If you receive a product that is materially different from the product you ordered, such as:

  • The wrong product;
  • The wrong colour;
  • The wrong variant; or
  • An item that was missing from your order,

please contact VibeVault as soon as reasonably possible.

We may request reasonable information, photographs or other evidence to assist us in investigating the issue.

Where VibeVault supplied the incorrect product, an appropriate remedy will be provided in accordance with applicable law.

5. PRODUCTS DAMAGED DURING DELIVERY

Please inspect your package when it arrives.

If your product appears to have been damaged during delivery, please contact us as soon as reasonably possible.

To help us investigate the matter, please provide:

  • Your order number;
  • Photographs of the package;
  • Photographs of the product;
  • Photographs clearly showing the damage; and
  • A brief description of the problem.

Where possible, please retain the original packaging until the matter has been resolved.

Nothing in this section limits any rights you may have under the CPA or other applicable law.

6. HOW TO REQUEST A RETURN

Before returning a product, please contact VibeVault.

Email: shopvibevault786@gmail.com

Please use the subject line:

RETURN REQUEST – [YOUR ORDER NUMBER]

Include the following information:

  1. Full name;
  2. Order number;
  3. Date of purchase;
  4. Reason for the return;
  5. Description of the issue, where applicable; and
  6. Photographs or video where reasonably necessary to demonstrate damage or a suspected defect.

VibeVault will review the request and provide the appropriate return instructions.

Please do not send a product to an address obtained from an old order, third-party website or another source. Wait for return instructions from VibeVault.

7. CONDITION OF RETURNED PRODUCTS

Where a return is permitted by law, customers should take reasonable care of the product while it is in their possession.

Where applicable, please return the product with:

  • Its original packaging;
  • Accessories;
  • Components;
  • Instruction materials; and
  • Any other items supplied with the product.

However, VibeVault will not use this requirement to unlawfully restrict a consumer's statutory rights.

Where the law permits reasonable deductions or charges because of the condition or use of returned goods, VibeVault reserves its rights in this regard.

8. REFUNDS

Where a refund is legally required, VibeVault will process the refund in accordance with the applicable legal requirements.

Where reasonably possible, refunds will be made using the same payment method used for the original transaction.

The time it takes for the refund to appear in your account may depend on the relevant payment provider or financial institution.

VibeVault will not intentionally delay a refund beyond any period required by applicable law.

9. EXCHANGES

Where appropriate, VibeVault may offer an exchange for another product or variant.

An exchange offered voluntarily by VibeVault does not replace or remove any statutory right a consumer may have to a repair, replacement or refund under South African law.

If a replacement product is unavailable, VibeVault will provide the remedy required by applicable law.

10. VOLUNTARY RETURNS OUTSIDE YOUR STATUTORY RIGHTS

Where a customer requests a return that is not required by South African law, VibeVault may, at its discretion, consider the request.

Any voluntary return or exchange offered outside statutory consumer rights may be subject to reasonable conditions communicated to the customer.

VibeVault is not required by this policy to provide a voluntary return period beyond the rights provided by applicable law.

This section does not affect any statutory consumer rights.

11. PRODUCTS THAT HAVE BEEN MODIFIED OR DAMAGED

VibeVault may investigate whether a reported defect or damage resulted from the customer's actions.

This may include:

  • Unauthorised modifications;
  • Physical damage;
  • Incorrect use;
  • Failure to follow product instructions;
  • Incorrect charging or handling where applicable; or
  • Other actions that caused the reported problem.

However, VibeVault will not use this provision to deny a legitimate statutory consumer claim where the law requires a remedy.

12. DELIVERY DELAYS

Delivery timeframes displayed on the VibeVault website are estimates unless a specific delivery period has been expressly agreed with the customer.

Where applicable South African law provides a consumer with cancellation rights because an order has not been delivered within the applicable agreed or legally prescribed period, those rights will apply.

13. FRAUDULENT OR ABUSIVE RETURN CLAIMS

VibeVault reserves the right to investigate suspected fraudulent or abusive return activity.

Examples may include:

  • Providing knowingly false information;
  • Returning a different product from the one purchased;
  • Deliberately damaging a product and claiming that it arrived damaged;
  • Submitting fraudulent evidence; or
  • Other dishonest conduct relating to a return or refund claim.

VibeVault will not use this provision to unlawfully deny a legitimate statutory consumer right.

14. PROOF OF PURCHASE

VibeVault may request reasonable proof that the product was purchased from our store.

This may include:

  • Order number;
  • Order confirmation;
  • Purchase confirmation email;
  • Payment confirmation; or
  • Other reasonable information that allows us to identify the transaction.

15. CONSUMER RIGHTS TAKE PRECEDENCE

This policy is intended to operate together with applicable South African consumer-protection legislation.

Nothing in this policy is intended to:

  • Exclude a consumer right that cannot legally be excluded;
  • Limit a consumer's statutory remedies;
  • Remove the CPA's implied warranty of quality where applicable; or
  • Contract out of mandatory provisions of South African law.

If any provision of this policy is inconsistent with a mandatory provision of applicable law, the applicable law will prevail to the extent of the inconsistency.

16. CONTACT US

For all return, refund, exchange or defective-product enquiries, please contact:

VibeVault Customer Support

Email:
shopvibevault786@gmail.com

Subject:
RETURN REQUEST – [ORDER NUMBER]

Please allow us reasonable time to review your request and respond with the appropriate next steps.

VibeVault

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