GENERAL RETURNS/REFUNDS

 

Last updated: July 12, 2018

Most items purchased on Vitamed can be returned to us for a full refund.  Non-returnable items are clearly shown as “Non Returnable” on the “Delivery” page displayed during the checkout process.  Please contact us at info@vitamed.co.za if you are unsure if an item is returnable.

We will not be able to accept the return of an item under our general returns policy in the following situations:

  • If we receive a returned item later than three weeks after the date of dispatch
  • if the item is not in mint condition
  • if it is a non-returnable item
  • if the seal on an item is broken

Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

We will replace, or refund the price of any defective goods that you return to us at our discretion.

We may inspect the goods to confirm that they are defective before we do so.

Our customer services department may tell you that they do not believe you have a claim, for example because the warranty period of the goods has expired. In this case we may refuse to replace goods, or refuse to pay a refund.

Once we have received the package, we will notify you that we have received the physical goods. Please note that it is your responsibility to ensure that the package is delivered to Vitamed within the returns window provided and at the correct address.

If you claim that our goods are defective, our technicians will examine the goods for defects. In the case of physical goods, our technicians will examine the actual goods. They will report to us whether the goods were defective, were misused or are of good quality. If our technician reports that the goods were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not replace or refund the goods.

If you choose for us to replace or repair the goods, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.

If you choose for us to make a refund, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.

If we do not accept that we supplied defective or unsuitable goods, and our customer services department has not been able to help, any customer may still take the matter up with the consumer goods and services ombuds http://www.cgso.org.za/ 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.

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice ready. We will try our best to solve your problem.