Refund policy
Returns, Refunds, Orders and Payment Policy
Returns and Refunds
Our returns policy is valid for 7 working days from the date of purchase. If more than 7 working days have passed since your purchase, we are unfortunately unable to offer a refund or exchange.
To qualify for a return, the item must be:
- unused,
- unopened,
- in the same condition in which you received it, and
- in its original packaging.
Please note that gift cards are non-returnable and non-refundable.
If your product arrives damaged or defective, you must take clear photographs and send them to us as proof when submitting your return request. To process any return, refund or exchange, we require proof of purchase or a receipt.
Refunds
Once your returned item has been received and inspected, we will notify you by email to confirm receipt of the item. We will also inform you whether your refund has been approved or rejected.
If your refund is approved, it will be processed and the applicable amount will be refunded to your bank account within a reasonable number of days, depending on your bank or payment provider’s processing times.
Late or Missing Refunds
If you have not yet received your refund, please first check your bank account again.
Thereafter, contact your bank or payment provider, as it may take some time before the refund is officially reflected.
If you have done this and still have not received your refund, please contact us at info@vitaluma.co.za.
Exchanges
We only replace items if they are damaged or defective.
If you need to exchange a damaged or defective item for the same product, please email us at info@vitaluma.co.za. We will then provide you with the return address and further instructions.
You will initially be responsible for the shipping costs of returning the item. If, after assessment, the item is confirmed to be damaged or defective, you will be refunded for the return shipping costs as well as receive a full refund or replacement, as applicable.
Please note that the time it may take for an exchanged product to reach you may vary depending on your location.
If you are returning an item, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Orders and Product Availability
Customers may place orders for goods on the VitaLuma website, which VitaLuma may accept or reject.
Whether or not VitaLuma accepts an order depends on various factors, including:
- the availability of the goods,
- the accuracy of the information relating to the goods, including pricing, and
- receipt of payment or payment authorisation.
VitaLuma will indicate acceptance of your order by dispatching the goods to you or making them available for collection. Only at that stage will a binding agreement of sale come into effect between you and VitaLuma.
Any communication from VitaLuma confirming receipt of your order or payment does not mean that your order has been accepted.
If VitaLuma rejects your order, we will cancel it and refund any amount already paid as soon as reasonably possible.
Adding goods to your wishlist or shopping basket without completing the checkout process does not constitute an order for those goods. As such, goods may be removed from your basket if stock becomes unavailable or prices change before checkout is completed. VitaLuma cannot be held liable if such goods are no longer available or are no longer available at the displayed price when you later attempt to complete your purchase.
All goods offered on the website are subject to availability. Stock is limited, and prices may change at any time without notice.
VitaLuma will take all reasonable steps to monitor stock levels and discontinue listings when stock is no longer available. However, we cannot guarantee stock availability at all times. If goods become unavailable after you have placed an order, VitaLuma will notify you and refund any amount paid for those unavailable goods.
Certain goods may not be purchased for resale. If we suspect that any goods are being purchased for resale, VitaLuma reserves the right to cancel the order immediately and without prior notice.
Payment Policy
We are committed to providing secure online payment facilities. All payment transactions are encrypted using appropriate encryption technology.
Payment for goods may be made using the payment methods made available on the website, including:
Credit Card
Where payment is made by credit card, VitaLuma may require additional information in order to authorise and verify the validity of the payment. In such cases, we are entitled to withhold dispatch or delivery until the required information has been received and payment authorisation has been obtained.
If payment authorisation is not received, your order will be cancelled.
By using a credit card to make payment, you warrant that:
- you are fully authorised to use that card, and
- the card has sufficient available funds to cover the full purchase amount.
Direct Bank Deposit or Electronic Funds Transfer (EFT)
If you choose to pay by direct bank deposit or EFT, payment must be received within 5 (five) days of placing your order.
VitaLuma will not accept or process your order until payment has been received in full.
You may contact us at info@vitaluma.co.za if you would like a full record of your payment. We will also send email communications regarding your order and payment status.
Once you have selected your payment method and accepted the Terms and Conditions, you will be directed to a secure payment page or process in order to complete payment for the goods purchased.