RETURNS & REFUNDS POLICY
Effective Date:2026
At Vimé & Co, customer satisfaction is important to us. This policy explains the procedures and applicable rights relating to returns, exchanges, refunds, incorrect products and defective goods purchased through our online store.
This policy is intended to operate in accordance with applicable South African consumer law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in this policy limits any rights that cannot lawfully be excluded.
1. GENERAL RETURN ELIGIBILITY
Subject to the specific rights and time periods described below, a return may be requested where:
- An item is defective or unsafe.
- An item was damaged before or during delivery.
- The incorrect item was supplied.
- The item materially differs from its description.
- A statutory cooling-off or return right applies.
For voluntary or change-of-mind returns accepted by Vimé & Co, items should generally:
- Be unworn and unused.
- Be in a resalable condition.
- Be free from stains, odours, makeup marks, pet hair or customer-caused damage.
- Have original tags attached where applicable.
- Be returned with original packaging where reasonably possible.
These requirements do not remove or restrict statutory rights regarding defective, unsafe, incorrectly supplied or otherwise non-compliant goods.
2. ONLINE COOLING-OFF / CHANGE-OF-MIND RETURNS
Where section 44 of ECTA applies to an electronic transaction, a consumer may cancel the transaction without reason and without penalty within 7 days after receiving the goods.
In such a case, the consumer may be responsible only for the direct cost of returning the goods. Where payment has already been made, ECTA provides for a full refund within 30 days from the date of cancellation.
Where a statutory cooling-off right does not apply, Vimé & Co may nevertheless accept a voluntary change-of-mind return or exchange subject to this policy and applicable exclusions.
3. DEFECTIVE, UNSAFE OR POOR-QUALITY GOODS
The CPA provides an implied warranty of quality.
Subject to the CPA, if goods fail to meet the applicable quality standards, a consumer may return them within 6 months after delivery, without penalty and at the supplier’s risk and expense.
Where the CPA applies, the consumer may direct Vimé & Co to:
- Repair the goods;
- Replace the goods; or
- Refund the price paid.
If repaired goods are not successfully remedied, or a further failure, defect or unsafe feature is discovered within the applicable statutory period after repair, the consumer may have the right to replacement or refund.
Customers are encouraged to notify us as soon as reasonably possible and provide their order number, details of the problem and photographs where practical. This does not reduce the statutory six-month right where applicable.
4. INCORRECT OR DAMAGED ITEMS RECEIVED
If Vimé & Co supplies an incorrect item, or an item arrives damaged, please contact us as soon as reasonably possible with your order number and supporting information.
Where the problem is attributable to Vimé & Co or falls within the customer’s statutory rights, Vimé & Co will arrange the appropriate remedy and bear return costs where required by law.
5. EXCHANGES
Exchanges are subject to stock availability.
Where an exchange is requested as a voluntary remedy rather than a statutory remedy, the item must satisfy the applicable return conditions.
If the requested replacement is unavailable, Vimé & Co may offer:
- An alternative product;
- Store credit; or
- A refund where required or agreed.
Nothing in this section limits a consumer’s right to choose a statutory remedy where applicable law provides that choice.
6. HYGIENE-SENSITIVE AND OTHER EXCLUDED ITEMS
Certain goods may be excluded from voluntary change-of-mind returns for legitimate hygiene, safety, copyright or similar reasons, to the extent permitted by law.
Depending on the products sold, these may include:
- Earrings or pierced jewellery where hygiene considerations apply.
- Opened or used cosmetics, beauty or personal-care products.
- Digital or downloadable products where applicable.
- Other goods that cannot reasonably be resold for hygiene or safety reasons after use or opening.
These exclusions do not remove statutory rights relating to defective, unsafe, incorrectly supplied or otherwise non-compliant goods.
7. SALE, CLEARANCE AND FINAL-SALE ITEMS
Sale, clearance or promotional pricing does not remove statutory consumer rights.
If a discounted item is defective, unsafe, incorrectly supplied or otherwise qualifies for a statutory remedy, the applicable legal rights remain available.
Vimé & Co may restrict voluntary change-of-mind returns on items clearly identified as final sale, provided this is lawful and does not exclude rights that cannot legally be waived.
8. RETURN SHIPPING
Where a return results from a defect, unsafe product, incorrect item or another circumstance where applicable law places the cost or risk on Vimé & Co, Vimé & Co will bear the reasonable return cost.
For an ECTA cooling-off return, the consumer may be charged the direct cost of returning the goods as permitted by ECTA.
For other voluntary returns accepted by Vimé & Co, the customer may be responsible for return shipping.
Customers should use a trackable shipping method where they are responsible for arranging the return.
9. REFUND PROCESS
Once returned goods are received, Vimé & Co may inspect them to determine the appropriate remedy and confirm whether the return meets the applicable legal or voluntary return requirements.
Approved refunds will ordinarily be returned using the original payment method where reasonably possible.
Vimé & Co aims to process approved refunds promptly. Bank, card and payment-provider processing times may cause additional delays after a refund has been initiated.
Where ECTA requires a refund following a valid section 44 cancellation, the refund will be made within the statutory period of 30 days from the date of cancellation.
10. STORE CREDIT
Store credit may be offered or selected where appropriate.
It will not be substituted for a cash refund where applicable law gives the consumer a right to a monetary refund and the consumer has chosen that remedy.
Where store credit is voluntarily accepted, its terms, validity and redemption conditions will be communicated to the customer and remain subject to applicable law.
11. WHEN A VOLUNTARY RETURN MAY BE DECLINED
A voluntary return that is not based on a statutory right may be declined where:
- The item has been worn, used or materially altered.
- The item has been damaged after delivery by the customer.
- Tags have been removed where their presence is reasonably necessary for resale.
- The voluntary return period has expired.
- The item is not in a reasonably resalable condition.
- The item falls within a lawful non-returnable category.
This section does not permit Vimé & Co to reject a return where the consumer has an applicable statutory right.
12. RETURN AUTHORISATION AND TRANSIT
Customers should contact Vimé & Co before sending a return so that return instructions can be provided.
Where the customer is responsible for arranging return delivery, the customer should retain proof of shipment and use a trackable service.
Where applicable law places the risk or expense of the return on Vimé & Co, that legal position will prevail.
13. CONSUMER RIGHTS
Nothing in this policy excludes, restricts or waives any right or remedy that a consumer has under the:
- Consumer Protection Act 68 of 2008;
- Electronic Communications and Transactions Act 25 of 2002; or
- Other applicable South African law.
If any provision of this policy conflicts with a mandatory provision of applicable law, the law will prevail.
14. HOW TO REQUEST A RETURN, EXCHANGE OR REFUND
Contact:
Email: info@vimeandco.com
Where relevant, include:
- Full name
- Order number
- Contact details
- Reason for the return or exchange
- Photographs or supporting information where relevant
Our team will review the request and provide the applicable return instructions.
15. CONTACT DETAILS
Vimé & Co
Website: www.vimeandco.com
Email: info@vimeandco.com
Vimé & Co is committed to providing a fair and transparent returns process while respecting consumers’ rights under applicable South African law.