REFUND & RETURNS POLICY

VersaLuxe (Pty) Ltd | Effective 1 September 2026

At VersaLuxe (Pty) Ltd, we are committed to supplying quality products and providing a fair and transparent shopping experience. This policy explains how returns, exchanges and refunds are handled. Nothing in this policy is intended to limit any rights customers may have under applicable South African consumer protection legislation.

1. General Return Guidelines

Customers wishing to return an eligible product should contact VersaLuxe within 7 calendar days of delivery. For a change-of-mind return to be considered, the product must be unused and in its original condition; the original packaging must be unopened and undamaged where applicable; proof of purchase must be provided; and the return must first be authorised by VersaLuxe. Products returned without prior authorisation may not be accepted. These requirements do not limit statutory rights regarding defective, unsafe, damaged or incorrectly supplied goods.

2. Hygiene and Consumable Products

Because VersaLuxe supplies hygiene, paper, cleaning, fragrance and other consumable products, certain products cannot be returned for a change of mind once opened or used. This includes opened or used toilet paper, paper towels, hand towels, serviettes, cleaning products, fragrance or personal-care products, and other sealed hygiene products where the seal has been broken. This exclusion does not apply where goods are defective, unsafe, damaged, incorrectly supplied or otherwise required to be accepted for return under applicable law.

3. Sale and Promotional Items

Products purchased on sale or promotion are not returnable merely because the customer has changed their mind, unless otherwise agreed by VersaLuxe. This does not affect a customer's rights where a sale or promotional product is defective, damaged, unsafe or incorrectly supplied.

4. How to Request a Return

Contact Customer Service at admin@versaluxe.co.za and provide your order or invoice number, the product you wish to return, the reason for the return, and clear photographs where the product is damaged, defective or incorrectly supplied. Our team will review the request and provide return instructions if accepted. Please do not send products back before receiving return instructions.

5. Return Delivery Costs

Where an eligible return is due to a change of mind or personal preference, the customer will generally be responsible for return delivery costs. Where VersaLuxe supplied a product that is damaged, defective or incorrect, VersaLuxe will arrange or cover reasonable return delivery costs. Customers arranging their own return should use a trackable service. VersaLuxe cannot accept responsibility for returned goods lost or damaged while transported by a courier selected directly by the customer.

6. Damaged, Defective or Incorrect Products

Customers are encouraged to notify VersaLuxe of damaged, defective or incorrectly supplied products as soon as reasonably possible after delivery, preferably within 7 days, so the matter can be investigated promptly. Depending on the circumstances and applicable law, an eligible customer may be offered a replacement product, an agreed alternative product subject to availability, or a refund. The requested 7-day notification period does not remove or restrict statutory rights available under applicable South African consumer protection legislation.

7. Inspection of Returned Products

Once a returned product is received, VersaLuxe will inspect it to confirm its condition and whether it meets the applicable return requirements. We will then notify the customer whether the return has been approved and advise whether a refund, replacement or other remedy will be provided.

8. Refunds

Once an eligible refund has been approved, VersaLuxe will initiate the refund using the appropriate payment channel. Where possible, refunds will be returned to the original payment method. VersaLuxe does not ordinarily issue cash refunds for purchases made electronically. Where payment was made through PayFast or another third-party payment provider, the refund will be processed through the applicable payment channel and may also be subject to that provider's procedures and timelines. Approved refunds are generally initiated by VersaLuxe within 7-10 business days, although the time taken for funds to reflect may depend on the customer's bank or payment provider.

9. Exchanges

Eligible exchanges may be offered for damaged, defective or incorrectly supplied products, subject to stock availability and applicable law. If the same product is unavailable, VersaLuxe may offer an alternative product or refund where appropriate. Change-of-mind exchanges are subject to the product meeting the return conditions set out in this policy.

10. Customised, Branded and Special-Order Products

Products specially ordered, customised, personalised, printed, labelled or branded according to a customer's approved specifications may not ordinarily be returned because of a change of mind. This does not affect rights where the product is defective, incorrectly supplied or does not reasonably conform to the approved specifications.

11. Bulk and Corporate Orders

Returns relating to wholesale, corporate, reseller or bulk orders may also be subject to the terms contained in the applicable quotation, purchase order or supply agreement. Additional commercial terms will not override rights that cannot lawfully be excluded.

12. Contact Us

For returns, exchanges, refunds or questions regarding this policy, contact VersaLuxe (Pty) Ltd at admin@versaluxe.co.za or +27 79 261 9079.