Returns, Refunds & Cancellations Policy
This policy explains VOHARI’s marketplace return process. It does not take away any non-waivable rights you have under consumer law.
1. Marketplace responsibility
The seller is responsible for the goods it sells. VOHARI provides the return workflow, transaction records, support and available reverse-logistics tools. Depending on the issue, VOHARI may coordinate collection from the buyer to the seller or another authorised inspection/returns location.
2. Change-of-mind returns
For eligible physical goods, VOHARI’s standard marketplace return window is 30 days from delivery unless a product page expressly states a longer period or an exclusion permitted by law applies. Goods should be unused, complete and returned with supplied accessories, manuals and packaging where reasonably possible. This voluntary marketplace rule operates alongside any mandatory cooling-off right that applies to an electronic transaction.
3. Electronic-transaction cooling-off
Where South Africa’s Electronic Communications and Transactions Act applies, a consumer may have a statutory right to cancel an electronic transaction without reason or penalty within seven days after receiving goods (or, for covered services, within seven days after conclusion), subject to the Act’s conditions and exclusions. The Act generally permits the consumer to be charged the direct cost of returning goods in a qualifying cooling-off cancellation. Certain goods and services are excluded by law, including specified personalised, perishable and other categories.
4. Wrong, damaged or incomplete goods
If the wrong product arrives, a parcel is damaged in transit, or material parts are missing, report it promptly through Support & Returns. Keep the packaging and take clear photographs where possible. VOHARI will preserve courier and order evidence and coordinate the appropriate remedy with the seller.
5. Defective or unsafe goods
South African consumer law includes an implied warranty of quality. Where section 56 of the Consumer Protection Act applies, goods that fail the statutory quality standards may generally be returned within six months after delivery at the supplier’s risk and expense, and the consumer may direct the applicable repair, replacement or refund remedy as provided by law. A seller or manufacturer warranty may provide additional rights and may extend for longer.
6. Items with return restrictions
Change-of-mind returns may be restricted for hygiene-sensitive goods, intimate products, food and perishables, personalised or made-to-order goods, unsealed software/media, digital goods after access or redemption, and other goods that cannot reasonably be resold. Restrictions do not remove remedies that law requires for defective, unsafe, misdescribed or incorrectly supplied goods.
7. Return assessment
A seller or authorised service agent may inspect returned goods where reasonably necessary to determine whether a reported defect exists or whether damage resulted from misuse, unauthorised modification, neglect, normal wear or another excluded cause. Inspection must not be used to avoid statutory remedies.
8. Return transport
When the seller or VOHARI is legally responsible for return transport, collection will be arranged at the responsible party’s cost. For a purely voluntary change-of-mind return, the customer may be responsible for reasonable return transport costs where law permits and where this was disclosed before the return was confirmed.
9. Refunds
Approved refunds are normally returned through the original payment method where technically and legally possible. Bank/payment-provider processing times are outside VOHARI’s direct control. Store credit will not be forced where the consumer is legally entitled to a monetary refund.
10. Order cancellation before dispatch
Customers may request cancellation before fulfilment reaches a point where cancellation is no longer operationally possible. A seller or VOHARI may cancel an item for stock failure, payment failure, listing error, prohibited goods, suspected fraud or another lawful reason. Paid cancelled amounts will be refunded.
11. Marketplace disputes
If a seller and customer disagree about a return, VOHARI may review photographs, listing information, delivery records, communication, inspection findings and applicable law. VOHARI may take marketplace action against sellers that repeatedly fail to honour consumer rights. Customers may also use applicable external dispute-resolution or regulatory channels.