Returns and Refund Policy – The Merchandise Vault

Returns

We want you to be completely satisfied with your purchase. If you are not satisfied, you may request a return subject to the terms below.

1. Cooling-Off Returns (Online Orders)

In accordance with South African electronic commerce legislation, customers may cancel an online order within 7 days of receiving the goods without providing a reason.

To qualify for a cooling-off return:

Items must be unused, unworn, unwashed, and in original condition
All tags and original packaging must still be attached
Proof of purchase must be provided
Return shipping costs will be for the customer’s account unless the item is incorrect.

Once the returned goods have been inspected and approved, a refund will be processed to the original payment method.

Defective, Damaged, or Incorrect Items

In terms of the Consumer Protection Act, customers are entitled to receive goods that are:

Of good quality
Free from defects
Matching the description and images displayed online

If you receive an item that is defective, damaged, or incorrect, you must notify us within a reasonable period after delivery.

You may choose one of the following remedies:

Replacement
Full refund

Where the item is confirmed to be defective or supplied incorrectly, return courier costs will be covered by us.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless defective:

Personalised or custom-made items
Sale or clearance items marked “Final Sale”
Used Items.

Exchange Policy

We offer exchanges subject to stock availability.

If you would like a different size or colour or Franchise:

The original item must meet the return conditions above.
Customers are responsible for exchange shipping costs unless the error was ours.
Exchanges will only be processed once the original item has been received and inspected.

Return Procedure

To request a return or exchange:

Email us at: sales@themerchvault.co.za
Include your order number and reason for the return.
We will provide return instructions.
Securely package the item and send it back to us.

We recommend using a tracked courier service, as we cannot be responsible for parcels lost during return transit.

Refund Processing

Approved refunds will be processed within 7–15 business days after the returned item has been received and inspected.

Refunds will be made using the original payment method where possible.

Please note:

Shipping fees are non-refundable unless the return is due to our error or a defective item.
Banks and payment providers may require additional processing time.

Late or Missing Refunds

If you have not received your refund after the stated processing period:

Check your bank account again
Contact your payment provider or bank
If the issue persists, contact us at sales@themerchvault.co.za