VITA NOVA AFRICA (PTY) LTD

VITA NOVA AFRICA RETURN POLICY
Effective Date: May 7, 2025
Thank you for choosing VITA NOVA AFRICA. We are committed to providing quality products and excellent service. If you are not completely satisfied with your purchase, we are here to assist you. Please note that for online returns of faulty products, Vita Nova Africa will assess the item before processing a refund. Repairs or exchanges are subject to availability and Vita Nova Africa's sole discretion.
1. Returns
You may return select items within 7 calendar days of delivery, provided they meet the following criteria:
• The item is unused, unopened, and in its original packaging.
• All original labels, manuals, and accessories are included.
• You have valid proof of purchase (receipt or order confirmation).
Non-Returnable Items Include:
• Custom-cut or mixed products (e.g., custom cables, mixed chemicals).
• Products that have been used, damaged, or are not in their original condition.
• Items marked as clearance or final sale.
2. Damaged or Defective Goods
If you receive a damaged, defective, or incorrect product, please inform us within 7 days of delivery. We may request photos or additional information to evaluate the issue. Upon validation, we will provide one of the following solutions:
• A replacement item (if available).
• A repair at no cost (where applicable).
• A full refund, including the cost of return shipping.
Faulty Products (Limitations):
We cannot accept returns for faults or defects caused by:
• Lightning strikes or power surges.
• Misuse or abuse of the product.
• Using the product for a purpose other than its intended use.
• Failure to follow instruction manuals.
• Accidental or negligent damage after you have received the product.
If the fault is not due to any of the above, and the product is genuinely faulty or breaks, please initiate a return online for online purchases, visit your nearest store, contact the marketplace Contact Centre, or email us at [email protected] and [email protected].
3. Return Process
To start a return, please contact our customer support via the marketplace portal or email us at [email protected] and [email protected]. Include your order number, proof of purchase, and the reason for your return.
Once your return is approved:
• You will receive detailed return instructions.
• Please ensure the item is securely packaged.
• You are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect item).
4. Refunds
After we receive and inspect the returned item, we will inform you of the refund status. If approved:
• Refunds will be processed back to your original payment method within 5–10 business days. If a replacement is provided, the timeframe will be communicated separately.
• Original shipping fees are non-refundable unless the return is a result of our error.
5. Exchanges
We do not offer direct exchanges at this time. If you need a different item, please return the original product for a refund and place a new order separately.