RETURN & REFUND POLICY
VapeX (Pty) Ltd
Effective Date: [Insert Date]
⸻
1. Overview
At VapeX, we strive to provide high-quality vaping products and excellent customer service. This Return and Refund Policy complies with the South African Consumer Protection Act (CPA), 2008, and applies to all purchases made through VapeX stores, website, and online platforms.
By purchasing from VapeX, you agree to the terms outlined below.
⸻
2. Your Rights Under South African Consumer Law
Under the South African Consumer Protection Act (CPA), customers are entitled to receive goods that are:
* Safe and of good quality
* In good working order
* Free from defects
* Suitable for their intended purpose
* Durable for a reasonable period
Nothing in this policy limits any rights granted to consumers under South African law.
⸻
3. Products Eligible for Return
Customers may request a return in the following circumstances:
Defective Products
A product may be returned if:
* It is faulty or defective
* It does not work as intended
* It arrived damaged
* It differs substantially from what was ordered
Incorrect Orders
Products delivered incorrectly by VapeX may be returned for:
* Replacement
* Exchange
* Refund
⸻
4. Non-Returnable Products
For hygiene, safety, and health protection reasons, the following products cannot be returned once opened, used, or unsealed:
* E-liquids and vape juices
* Disposable vape devices
* Opened pods and cartridges
* Opened coils
* Opened batteries
* Opened atomizers or tanks
* Clearance or sale items marked “Final Sale”
* Gift cards or vouchers
Returns may be accepted if these products are proven to be defective upon delivery.
⸻
5. Change of Mind Returns
Customers may request a return for unused products due to a change of mind within 7 calendar days of receiving the order, provided that:
* The product is unused
* The packaging remains sealed
* The product is in its original condition
* All accessories are included
* Proof of purchase is provided
VapeX reserves the right to charge a reasonable handling or restocking fee where permitted by law.
Shipping costs are non-refundable for change-of-mind returns.
⸻
6. Defective Product Returns (CPA Warranty)
In accordance with Section 56 of the Consumer Protection Act, customers may return defective products within 6 months of purchase.
Where a product is confirmed to be defective, the customer may choose:
* A repair
* A replacement
* A full refund
VapeX may inspect the product before processing the claim.
⸻
7. Warranty Exclusions
The following are not considered manufacturing defects:
* Normal wear and tear
* Burnt coils due to misuse
* Damage caused by dropping or impact
* Liquid leakage caused by incorrect filling
* Damage from improper charging
* Water damage
* Unauthorized modifications
* Damage caused by incompatible accessories
⸻
8. Disposable Vape Policy
Disposable vape devices are consumable products.
Customers must report any dead-on-arrival (DOA) disposable vape within 24 hours of delivery or purchase.
The device may be inspected before replacement approval.
No refunds or exchanges will be granted for disposables that have been partially used unless a manufacturing defect is confirmed.
⸻
9. Pod Systems, Mods and Devices
Electronic devices may be returned if:
* Faulty upon arrival
* Experiencing manufacturing defects during the CPA warranty period
Customers may be required to provide:
* Proof of purchase
* Photographs or videos of the issue
* The original device for inspection
⸻
10. Return Procedure
To initiate a return:
Contact VapeX
Email: returns@vapex.co.za
Phone: [Insert Number]
Include:
* Order number
* Full name
* Description of issue
* Photos or videos where applicable
Return Authorization
Customers must receive approval before sending products back.
Unauthorized returns may be refused.
⸻
11. Refund Processing
Approved refunds will be processed to the original payment method.
Estimated processing times:
* Card payments: 5–10 business days
* EFT payments: 2–5 business days
* Other payment methods: subject to provider processing times
Shipping fees are refundable only where VapeX supplied defective or incorrect goods.
⸻
12. Delivery Damage
If a parcel arrives visibly damaged:
* Report the issue within 48 hours of delivery
* Retain all packaging materials
* Provide photographs of the parcel and product
Failure to report within a reasonable period may affect the claim process.
⸻
13. Exchanges
Eligible products may be exchanged for:
* The same product
* A product of equal value
* A higher-value product upon payment of the difference
Exchange approval remains subject to inspection and compliance with this policy.
⸻
14. Refusal of Returns
VapeX reserves the right to refuse a return where:
* The product has been used contrary to instructions
* The product was intentionally damaged
* The product was altered or modified
* No proof of purchase is provided
* The return falls outside CPA requirements and VapeX’s return conditions
⸻
15. Contact Information
Returns Department
VapeX (Pty) Ltd
Email: returns@vapex.co.za
Telephone: [Insert Number]
Address: [Insert Physical Address]
⸻
Legal Notice: This policy is intended to align with the South African Consumer Protection Act, 2008. Where any provision of this policy conflicts with applicable South African law, the law shall prevail. VapeX reserves the right to amend this policy at any time, provided that such amendments comply with applicable legislation.
