Refund policy

vessl™ Return & Refund Policy

Last updated: April 2026

At vessl™, we take pride in the quality of our products. If you are not completely satisfied with your purchase, please read our policy below carefully.

1. Our Commitment We want every vessl™ customer to be happy with their purchase. If something is not right, please contact us and we will do our best to resolve the matter fairly and promptly.

2. Eligibility for Returns To be eligible for a return, the following conditions must be met:

  • The item must be returned within 10 days of the delivery date
  • The item must be unused, unwashed and in its original condition
  • The item must be in its original packaging with all tags and accessories intact
  • Proof of purchase must be provided

Returns that do not meet these conditions may be declined at vessl™'s sole discretion.

3. Non-Returnable Items The following items are not eligible for return:

  • Items that have been used, washed or damaged after delivery
  • Items returned after the 10-day return window
  • Items purchased on sale or at a discounted price (unless faulty)
  • Gift cards

4. Faulty or Defective Products If your product arrives faulty, damaged or defective, please contact us within 5 days of receiving your order with photos of the damage. In accordance with the South African Consumer Protection Act, you are entitled to a replacement, repair or refund for genuinely defective products. vessl™ will cover the cost of return shipping for confirmed defective items.

5. Incorrect Items If you receive an incorrect item, please contact us within 5 days of delivery. We will arrange for the correct item to be sent to you at no additional cost.

6. Return Process To initiate a return, please contact us with your order number and reason for return. Do not send items back without prior authorisation — unauthorised returns will not be accepted. Once your return is approved, we will provide you with return instructions. Return shipping costs are the responsibility of the customer, except in cases of faulty or incorrect items.

7. Refunds Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed within 7 business days to your original payment method. Please note that your bank or payment provider may take additional time to reflect the refund.

8. Exchanges We offer exchanges for items of equal value, subject to stock availability. Please contact us to arrange an exchange within the 10-day return window.

9. Cancellations Orders may be cancelled before dispatch at no charge. Once an order has been dispatched, it cannot be cancelled and the standard return process applies.

10. Consumer Protection Act Nothing in this policy limits or excludes your rights under the South African Consumer Protection Act 68 of 2008. Where there is any conflict between this policy and the CPA, the CPA will prevail.

11. Contact Us To initiate a return or for any questions about this policy, please contact us directly. We aim to respond to all queries within 1-2 business days.