Refund policy

Returns 

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return your Vase Buddy purchase in its new, unopened condition within 30 days of delivery for a full refund. If the returning product is not in its packaging or is damaged, then we simply cannot give you a refund.

To return your product, you should mail your product to:

310 Metropolis on Park

118 Pretoria Avenue

Sandton

2196

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once your return is received and inspected, if you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). A fee of 5% of the refund amount may be charged.

If the item was given to you as a gift, you will need to provide the original purchaser's details.

Damaged goods

If your product arrives damaged, we will do our best to resolve the issue. Please notify us within 7 days by emailing us at hello@vasebuddy.com. We will require the following information to assess where in the delivery process the damage may have occurred:

• photograph of the outer box
• photograph of the damaged product

If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference either provide you with a replacement product or a full refund within 10 working days (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

 International orders

If your goods arrive damaged or not working we will replace it at our cost. Before returning a product, you must first request authorisation from our customer support team by emailing us at hello@vasebuddy.com.

If you have changed your mind about a product, we are not able to facilitate a return because of Customs restrictions. We ask that you look carefully at the product before you make the purchase and contact us if you have any questions.

Statutory warranty against defects

We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials or workmanship below an acceptable standard. You are required to prove that goods are defective.

We will replace or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.

Warranties on any of our products will be invalid if any person has tampered with or altered the products contrary to the instructions or removed the care and use instructions from the packaging. It is considered fraud to damage goods deliberately to claim a refund.

If you claim that our goods are defective, our staff will examine the goods for defects. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorized alterations to the product; or
• where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.

Dispute resolution

If we do not accept that we supplied defective goods, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.