VulaMart Shipping, Returns & Refunds Policy

This Shipping, Returns & Refunds Policy (“Policy”) explains how shipping, delivery, returns, exchanges and refunds work when you place orders via the VulaMart online marketplace at vulamart.co.za and dev.vulamart.co.za (the “Platform”), operated by VULAMART (PTY) LTD, registration number 2025/712808/07, of 865 Natasha Street, Pretoria, 0044, South Africa (“VulaMart”, “we”, “us”, “our”).

This Policy forms part of, and must be read together with, VulaMart’s:

• Conditions of Use
• Seller Terms and Conditions
• Buyer / Customer Terms and Conditions
• Privacy Policy and POPIA Compliance Statement
• Cookie Policy
• Any additional service-specific rules, guidelines, or notices on the Platform

If there is any conflict between this Policy and more specific product, category or campaign terms displayed on the Platform, the more consumer-friendly provision that is consistent with South African law will apply.
Nothing in this Policy is intended to limit or exclude any rights you have, or obligations we or Sellers have, under the Consumer Protection Act, ECTA, POPIA or any other mandatory South African law.

This Policy applies to all Buyers and Sellers (as defined in the Conditions of Use and Seller Terms and Conditions) where:

• A Buyer places an order (“Order”) via the Platform; and
• That Order involves shipping, delivery, collection, returns or refunds of goods or certain digital items.

It does not apply to:

• Transactions conducted entirely outside the Platform; or
• Independent arrangements between a Buyer and Seller that fall outside VulaMart’s systems.

Except where VulaMart is clearly identified as the seller of specific goods, the contract of sale is between the Buyer and the Seller, and the Seller is primarily responsible for shipping, delivery, returns and refunds, subject to:

• This Policy
• The Seller Terms and Conditions
• Any product-specific terms on the listing
• Applicable law

VulaMart may, in certain cases, facilitate logistics, customer support and refunds via the Platform.

2.1 Seller-arranged shipping
In many cases, shipping is managed directly by the Seller. In those cases:

• The Seller selects the courier or delivery method;
• The Seller is responsible for arranging collection / drop-off, labelling and packaging;
• Shipping fees and options will be displayed on the listing and/or checkout page.

2.2 Platform-arranged or integrated shipping
Where VulaMart provides integrated courier options (for example, pre-configured courier choices, locker networks or pickup points):

• Available options and fees will be shown at checkout;
• The Buyer selects from the available courier or collection options;
• VulaMart and/or the relevant shipping partner will handle the technical integration (e.g. waybills, tracking links), while the Seller remains responsible for preparing the parcel for hand-over.

2.3 Collection / pickup
Some Seller Items may offer:

• In-person collection from a specified address; or
• Pickup from designated collection points / lockers.

The collection address, time windows and any proof-of-identity requirements will be indicated in the listing or during checkout.

3.1 Delivery areas
Unless otherwise stated on the listing or at checkout:

• VulaMart and its Sellers primarily deliver within the Republic of South Africa;
• Certain remote or outlying areas may have limited or extended delivery timelines, higher fees, or may not be serviced at all.

3.2 Estimated delivery times
Estimated delivery or lead times are:

• Displayed on the listing and/or during checkout; and
• Indicative only, based on average courier performance and Seller handling times.

We and Sellers use reasonable efforts to meet these estimates, but they are not guaranteed, especially where delays are caused by factors beyond our or the Seller’s control (e.g. weather, strikes, customs clearances, courier backlogs).

3.3 Delivery attempts and failed delivery
If a courier is unable to deliver:

• The courier may attempt re-delivery or hold the parcel at a depot / pickup point for a limited time;
• If delivery ultimately fails due to incorrect address details or repeated non-availability of the recipient, the Order may be returned to the Seller.
  In such cases, additional re-delivery fees may apply and may be charged to the Buyer, provided this is fair and reasonably communicated.

4.1 Shipping fees
Shipping fees are normally:

• Displayed per item or per order at checkout; and
• Calculated based on factors such as weight, dimensions, destination, courier choice and service level.

4.2 All-in price at checkout
Before confirming an Order, Buyers will see:

• Item price(s);
• Applicable shipping fee(s);
• Any additional surcharges (for example, remote-area fees), where applicable.

You should review these amounts carefully before placing your Order.

5.1 Passing of risk
Unless otherwise required by law or indicated in a listing:

• Risk of loss and damage for physical goods generally passes to the Buyer when the goods are delivered to the delivery address or collected by the Buyer (or their authorised representative).

5.2 Inspection on delivery
We encourage Buyers to:

• Inspect packages at delivery for obvious damage or tampering;
• Refuse delivery of visibly damaged parcels where appropriate and note this with the courier; and
• Report any issues to the Seller and/or VulaMart support as soon as reasonably possible.

5.3 Proof of delivery
Couriers may:

• Obtain a signature, PIN, OTP, photograph or scan as proof of delivery; or
• Use tracking events to show successful delivery or collection.

In case of dispute, the courier’s and Platform’s tracking records may be used as part of the evidence.

VulaMart and its Sellers aim to provide a fair and transparent returns process that is consistent with the CPA, ECTA and other applicable law.

Broadly, returns fall into three categories:

1. Defective, unsafe or not-as-described goods
2. Incorrect item delivered / missing items
3. Change-of-mind returns (where allowed)

6.1 Defective, unsafe or not-as-described goods
You may be entitled to a repair, replacement or refund if:

• Goods are defective, unsafe or of poor quality;
• Goods do not match the description, sample or demonstration; or
• Goods are not reasonably suitable for the purpose that the Buyer made known to the Seller (and that the Seller agreed to).

The exact remedies and timelines will follow the Consumer Protection Act, the Buyer/Customer Terms and Conditions, and this Policy. In many cases, a Buyer will be entitled to request, within a reasonable period:

• Repair; or
• Replacement; or
• Refund

depending on the circumstances and the nature of the defect.

6.2 Incorrect item delivered / missing items
If you receive:

• The wrong item;
• The wrong quantity; or
• Part of an order is missing,

you should notify the Seller (and VulaMart where applicable) as soon as reasonably possible after delivery. The Seller will, at their cost, arrange:

• Correct replacement; and/or
• Collection of the incorrect item; and/or
• Delivery of missing items;

or a refund where appropriate.

6.3 Change-of-mind returns (non-defective goods)
Change-of-mind returns (for example, where you simply no longer want the item) are not automatically guaranteed by law for all categories, but:

• VulaMart and/or Sellers may offer change-of-mind returns for certain categories or promotions, and
• Any such allowance will be clearly communicated on the listing or during checkout (for example, “7-day no-questions return”).

Where change-of-mind returns are accepted:

• The item must generally be unused, in its original packaging, with all accessories and tags; and
• You may be responsible for return shipping costs, unless otherwise stated.

Certain categories (for example, intimate apparel, perishable goods, custom-made items or digital content) may not be eligible for change-of-mind returns for hygiene, safety or piracy reasons, subject always to applicable law.

6.4 Digital goods and services
For digital goods (e.g. downloads, codes, access to online content):

• Access may be provided immediately after payment or within a specified timeframe;
• Your ability to cancel or obtain a refund may be limited once the content has been accessed or downloaded, subject to ECTA, CPA and any express promises on the listing;
• If the digital item is defective or access genuinely fails (despite your reasonable efforts), you may be entitled to a repair, replacement or refund.

7.1 Step 1 – Contact via the Platform
Where possible, Buyers should initiate returns by:

• Using the Platform’s order details / messaging tools to contact the Seller; or
• Using any “Return” or “Request refund” function available in their account, if implemented.

7.2 Step 2 – Provide details and evidence
You may be asked to provide:

• Order number and date;
• Clear description of the issue (defect, incorrect item, etc.);
• Photographs or videos of the item and packaging (especially for damaged or not-as-described goods);
• Proof of purchase (order confirmation or invoice).

7.3 Step 3 – Assessment and instructions
The Seller (and/or VulaMart, where involved) will:

• Assess the information;
• Confirm whether the item is eligible for return under this Policy, the CPA or other law; and
• Provide instructions, which may include:
• Return courier arrangements (collection or drop-off); or
• Further troubleshooting steps (especially for digital goods or complex products).

7.4 Step 4 – Return shipping
Depending on the reason for the return:

• Seller responsible for shipping – where the item is defective, unsafe, not-as-described, or the wrong item was delivered;
• Buyer responsible for shipping – where the return is purely change-of-mind under a voluntary policy, unless otherwise stated.

Exact responsibilities and any shared costs will be specified by the Seller and must be consistent with this Policy and applicable law.

To ensure a smooth process, returned items should:

• Be packaged securely to prevent damage;
• Include all original accessories, manuals, and, where applicable, freebies or bundles;
• Be accompanied by the original invoice or proof of purchase, where reasonably possible.

We may reject or partially accept returns where:

• The item shows signs of unreasonable use, abuse or neglect;
• The item has been damaged after delivery (beyond reasonable wear and tear);
• The return is outside applicable timeframes and no legal right to return exists;
• Hygiene-sensitive items have been unsealed or used, unless defective.

Where a return is partially accepted, a reasonable deduction may be made to reflect prior use or damage, in line with applicable law.

9.1 Refund method
Where a refund is approved:

• Refunds will normally be made using the same payment method used for the original Order (for example, card, EFT, wallet), where technically possible;
• VulaMart may also provide store credit / vouchers where the Buyer expressly agrees, or where this is clearly communicated and permitted by law.

9.2 What is refunded
Depending on the reason for the return:

• For defective / unsafe / not-as-described / incorrect items:
• The purchase price and reasonable shipping charges are usually refunded (or a replacement provided), subject to CPA and ECTA.

For change-of-mind returns (where allowed):

• The purchase price may be refunded;
• Initial shipping fees and return shipping costs may be non-refundable, unless the Seller or VulaMart chooses to offer a more generous policy.

9.3 Refund timing
VulaMart and/or the Seller will use reasonable efforts to process approved refunds:

• Within a reasonable period after the item is received back and inspected (where physical return is required); or
• After confirmation that the digital or service issue is valid and cannot be remedied.

Actual timelines for funds reflecting in your account depend on the payment provider or bank and are outside VulaMart’s direct control.

Subject always to applicable law, the following categories may be non-returnable or have restricted return options, especially for change-of-mind:

• Perishable goods (e.g. fresh food, flowers)
• Hygiene-sensitive or intimate items once unsealed or used
• Custom-made or bespoke items created to the Buyer’s specifications
• Digital content once downloaded / accessed (unless defective)
• Items that, by their nature, cannot be returned or are at high risk of piracy or tampering

Any such restriction will be:

• Clearly indicated on the listing wherever reasonably possible; and
• Applied in a way that is consistent with the CPA, ECTA and this Policy.

Certain Seller Item types (such as property listings, motor vehicles, services and jobs) may:

• Not involve traditional shipping; or
• Be governed by additional sector-specific laws, industry rules or professional codes.

In those cases:

• This Policy applies only to the extent relevant;
• The Seller must clearly communicate any category-specific cancellation, rescheduling or refund rules in the listing; and
• Those rules must be consistent with the CPA, ECTA and other applicable laws (for example, estate agency or financial-services rules where relevant).

We reserve the right to investigate and act against misuse of the returns system, including:

• Excessive, clearly unreasonable or fraudulent return requests;
• Returning different items than those originally supplied;
• Deliberately damaging items to claim refunds.

Where we reasonably suspect abuse or fraud, VulaMart may:

• Decline returns and refunds;
• Suspend or terminate the Buyer’s or Seller’s account;
• Report suspicious activity to relevant payment providers, couriers or authorities;
• Exercise any rights provided in the Conditions of Use and Seller Terms and Conditions.

Shipping, delivery, returns and refunds require the processing of certain personal information (for example, names, addresses, contact numbers and tracking details).

The collection and use of personal information for shipping, delivery, returns and refunds is governed by VulaMart’s Privacy Policy and POPIA Compliance Statement, which explains:

• What personal information we collect;
• The purposes and legal bases for processing it;
• How we share it with Sellers, couriers and payment providers;
• Your rights as a data subject; and
• How to lodge a complaint or exercise your POPIA rights.

By placing Orders on the Platform, you acknowledge that your personal information will be processed in accordance with that Privacy Policy.

We may update this Policy from time to time to reflect:

• Changes in our logistics, shipping options or marketplace operations;
• Changes in law or regulatory guidance;
• Improvements in clarity or user experience.

When we make changes:

• We will publish the updated Policy on the Platform; and
• Update the “Last updated” date at the top.

Where changes are material, we may also notify you via email, dashboard messages or banners.
Your continued use of the Platform after changes take effect will constitute your acceptance of the updated Policy.

If you have questions about shipping, returns or refunds for a specific Order:

1. First contact the Seller using the Platform’s messaging or order tools; and
2. If you cannot resolve the issue or it relates to platform-level processes, contact VulaMart:

Support email: support@vulamart.co.za
Legal / policy email: legal@vulamart.co.za
Telephone: 0800 123 456
Physical address: 865 Natasha Street, Pretoria, 0044, South Africa

 

 

Email: support@vulamart.co.za

Phone: 0800 123 456

Address: 865 Natasha Street, Pretoria, 0044, South Africa