Refund policy

At VaultPrime, we want you to be happy with your purchase of the VaultPrime Cordless Hair Straightening Brush.

If you have a problem with your order or product, please contact us and we will assist you in accordance with applicable South African consumer law.

1. Defective or Faulty Products

Your rights under the Consumer Protection Act 68 of 2008 (CPA) are not affected by this policy.

If your VaultPrime Cordless Hair Straightening Brush is defective, unsafe, not in good working order, or otherwise does not meet the applicable requirements of the CPA, you may be entitled to return the product within six months of delivery.

Where the CPA applies, you may be entitled to choose:

  • A repair;
  • A replacement; or
  • A refund.

Returns covered by the CPA will be handled in accordance with the Act, including applicable return and shipping requirements.

2. Online Cooling-Off Period

For qualifying electronic transactions, South African law may provide a seven-business-day cooling-off period from receipt of the goods.

If you exercise a valid cooling-off right under the Electronic Communications and Transactions Act 25 of 2002 (ECTA), you may cancel the transaction without giving a reason, subject to the requirements and exceptions provided by law.

The direct cost of returning the product may be payable by the customer where permitted by law. Any refund will be processed in accordance with the applicable legal requirements.

3. Change-of-Mind Returns

Where a return is not required by law, VaultPrime may accept a change-of-mind return at its discretion, subject to the following conditions:

  • The product must be unused.
  • The product must be in its original packaging.
  • All accessories and included items must be returned.
  • The product must not show signs of use, damage or alteration.
  • Proof of purchase must be provided.

Because the VaultPrime Cordless Hair Straightening Brush is a personal-use hair styling product, opened or used products may not qualify for a voluntary change-of-mind return, except where the customer has a legal right to return the product.

Nothing in this section limits any rights you have under the CPA, ECTA or other applicable South African law.

4. Damaged Products

Please inspect your package when it arrives.

If your product appears to have been damaged during delivery, please contact us as soon as reasonably possible and provide:

  • Your order number;
  • Photos of the packaging;
  • Photos of the product; and
  • A description of the damage.

We will investigate the matter and arrange the appropriate remedy where applicable.

5. Incorrect Product Received

If we accidentally send you the wrong product, please contact us as soon as possible.

We will arrange for the incorrect item to be returned and, where applicable, send you the correct product at no additional cost.

6. How to Request a Return

To request a return, please contact:

VaultPrime Customer Support
📧 [YOUR EMAIL ADDRESS]
📱 [YOUR WHATSAPP NUMBER]

Please include:

Order number:
Full name:
Contact number:
Reason for return:
Photos/videos where applicable:

Please do not send products back before receiving return instructions from VaultPrime.

7. Refunds

Once a returned product has been received and assessed, VaultPrime will determine the applicable remedy in accordance with this policy and South African consumer law.

Where a refund is due, the refund will generally be made using the same payment method used for the original purchase, unless otherwise agreed or required by law.

Banking and payment-provider processing times may affect when the refund reflects in your account.

8. Products Damaged Through Misuse

A return or warranty claim may not apply where damage or failure was caused by circumstances such as:

  • Accidental damage;
  • Incorrect use;
  • Use contrary to the product instructions;
  • Unauthorised modification or repair;
  • Physical damage caused after delivery; or
  • Other circumstances for which VaultPrime is not legally responsible.

However, nothing in this section limits a consumer's rights under applicable South African law.

9. Statutory Consumer Rights

This policy is intended to operate alongside, and not replace, the rights provided to consumers under applicable South African legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Where a provision of this policy conflicts with a mandatory legal consumer right, the applicable law will prevail.

The CPA specifically provides that the six-month implied warranty and related return rights exist in addition to other warranties or rights available under law.