Refund and Returns Policy

Last updated: 18 September 2026

1. Overview

We want you to be happy with what you buy from us. This policy explains when you can return something, how to do it, and when you will get your money back.

Nothing in this policy takes away any right you have under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

2. Your seven-day cooling-off right

Because you bought from us online, section 44 of ECTA gives you the right to cancel your order without giving a reason and without penalty, within seven (7) days of receiving the goods.

If you cancel within this period:

• You must return the goods unused, undamaged, and in their original packaging
• You pay the direct cost of returning them to us
• We will refund the full purchase price within 30 days of the cancellation

This right is yours by law. You do not need our permission to use it.

3. If something is defective, unsafe, or not what you ordered

Under section 56 of the CPA, if goods you receive are defective, unsafe, or do not match what was described, you may return them within six (6) months of delivery and choose one of:

• A full refund, or
• A replacement, or
• A repair

The choice is yours, not ours. In this case we pay the cost of collecting or returning the goods — you are not out of pocket.

4. Change-of-mind returns

Outside the seven-day cooling-off period, we will accept a return within 30 days of delivery provided the item is:

• Unused and unworn
• In its original, undamaged packaging, with all tags and seals intact
• Accompanied by proof of purchase

For change-of-mind returns the customer pays return shipping, and we refund the purchase price excluding the original delivery charge.

5. Items we cannot accept back

For reasons of hygiene and safety, we cannot accept a change-of-mind return on:

• Fragrance that has been opened, unsealed or used
• Underwear and intimate apparel that has been worn, or where the hygiene seal has been broken

These exclusions do not limit your rights under section 3 above. If an item is defective or was wrongly described, you may return it regardless.

6. How to return something

1. Email us at info@vanesmari.com within the relevant period, with your order number and a short description of the problem. Photographs help if the item is damaged.
2. Wait for our reply. We will confirm the return and give you the return address and instructions.
3. Pack the item securely in its original packaging, with a copy of your invoice inside.
4. Send it to the address we confirm in our reply.

Please do not send anything back before contacting us — unannounced returns can go missing and we cannot refund what we cannot trace.

Keep your tracking number until the refund reaches you. Until the parcel arrives with us it remains your responsibility, except where we are paying for the return under section 3.

7. Refunds

Once your return arrives and has been inspected, we will email you to confirm whether the refund is approved.

• Approved refunds are paid to the original payment method. We cannot pay a refund to a different card or account.
• Refunds are processed within 5 working days of approval.
• Your bank or card issuer may take a further 3–10 working days to reflect it. That part is outside our control.
• Refunds under the seven-day cooling-off right will in all cases be paid within the 30 days required by ECTA.

Delivery charges. Where a return is because goods were defective, unsafe or incorrect, we refund the delivery charge as well. Where you are returning because you changed your mind, the original delivery charge is not refunded.

8. Exchanges

If you need a different size or colour, email info@vanesmari.com. Subject to availability we will exchange the item. Where the exchange is because of our error or a defect, we cover shipping both ways. Where it is a change of size or preference, you cover return shipping and we cover sending the replacement.

9. Lost, damaged or missing parcels

If your parcel does not arrive, or arrives damaged:

• Tell us within 7 days of the expected delivery date
• Do not discard the packaging — the courier may need to inspect it
• We will trace the parcel with the courier and, if it is lost or damaged in transit, replace the item or refund you in full

10. Cancelling before dispatch

If you want to cancel an order that has not yet shipped, email us immediately at info@vanesmari.com. If we have not yet handed the parcel to the courier, we will cancel and refund in full.

11. Contact

VANES MARI (PTY) LTD
Registration number: 2026/137169/07
1406 Chard Road, Langebaan Country Estate, Langebaan, Western Cape, 7357
Email: info@vanesmari.com