REFUND AND RETURN POLICY

Last Updated: September 2026

At Vasckonet Services, customer satisfaction is important to us.
We understand that online purchases do not always work out as expected. This Refund and Return Policy explains how cancellations, returns, damaged products, defective goods, exchanges and refunds are handled.

Vasckonet Services is owned and operated by Vascko Investments (Pty) Ltd., registered in the Republic of South Africa.

This policy should be read together with our Terms and Conditions.

Nothing in this policy limits any consumer right that cannot legally be waived under applicable law.

1. DROPSHIPPING AND RETURNS

Certain products sold by Vasckonet Services are fulfilled directly by third-party suppliers, manufacturers or fulfilment centres.

Because our suppliers may operate from different locations, customers should not return any product to the address shown on the original shipping package unless instructed to do so by Vasckonet Services.

Returning a product without receiving return instructions may: delay your refund; result in the parcel being sent to an incorrect facility; or make the return difficult to identify.

Please contact us first so we can provide the appropriate return procedure.

2. CHANGE-OF-MIND RETURNS

Subject to applicable law and the exclusions described below, Vasckonet Services may accept eligible change-of-mind returns.

To qualify under our voluntary return procedure, the product should generally; be unused, be unworn, (where applicable), be undamaged, contain all original accessories and components, include manuals and documentation supplied with it, be returned in its original packaging where reasonably possible, and be accompanied by proof of purchase.

Customers should contact us promptly after delivery if they wish to request a voluntary return.

Where a statutory cooling-off right applies, that statutory period and its legal requirements will take precedence over our voluntary procedure.

3. SOUTH AFRICAN ELECTRONIC TRANSACTION COOLING-OFF PERIOD

Certain qualifying electronic transactions may be cancelled under section 44 of the Electronic Communications and Transactions Act 25 of 2002.
Where this statutory right applies, a consumer may generally cancel an eligible purchase of goods within seven days after receiving the goods, without having to provide a reason.

Where cancellation takes place under this statutory cooling-off right: the customer may be responsible for the direct cost of returning the goods; and the refund will be processed within the period prescribed by applicable legislation.

Certain products and transactions may legally be excluded from the cooling-off right.

Nothing in this policy reduces any rights you have under applicable legislation.

4. NON-RETURNABLE OR RESTRICTED ITEMS

Subject to mandatory consumer rights, certain products may not qualify for voluntary change-of-mind returns after opening, use or removal of protective seals.

These may include; personalised or customised products; products manufactured specifically to customer specifications; products that deteriorate or expire rapidly; opened health or hygiene-sensitive items; certain personal-care products; intimate apparel where hygiene protections have been removed; goods which, because of their nature, cannot reasonably be returned; gift cards or similar stored-value products, where applicable; and products otherwise excluded from voluntary returns under applicable legislation.

These restrictions do not eliminate rights relating to defective, unsafe, materially misrepresented or otherwise non-compliant goods where consumer-protection legislation applies.

5. DAMAGED PRODUCTS

If a product arrives damaged, please contact Vasckonet Services as soon as reasonably possible after delivery.

To help us resolve the matter efficiently, please provide where available: your order number; clear photographs of the damaged item; photographs of the outer packaging; photographs of the shipping label; and a description of the damage.

Do not discard the product or packaging until your claim has been assessed unless doing so is reasonably necessary for safety.

Where the claim is validated, we will provide an appropriate remedy in accordance with applicable law, which may include replacement or refund.

6. DEFECTIVE PRODUCTS

If you believe your product is defective, unsafe or not reasonably suitable for its intended purpose, contact us with details of the problem.

For qualifying purchases governed by South African consumer legislation, statutory warranties may apply.
Under the Consumer Protection Act 68 of 2008, qualifying consumers may have the right, within six months after delivery, to return goods that fail to meet applicable standards of quality and request a remedy prescribed by law.
Depending on the applicable circumstances, this may include: repair; replacement; or refund.

Where the Consumer Protection Act requires Vasckonet Services to bear the risk and expense associated with a qualifying defective-product return, we will comply with that requirement.

7. WRONG ITEM RECEIVED

If you receive a product materially different from the item you ordered, please contact us promptly.

Please provide: your order number; photographs of the product received; photographs of the product packaging; and where available, the shipping label.

Once verified, Vasckonet Services may arrange an appropriate remedy such as: sending the correct item; arranging replacement; or issuing a refund, in accordance with applicable law.

8. MISSING ITEMS

Because Vasckonet Services uses multiple suppliers and fulfillment centers, products from the same order may arrive in separate parcels.

Before reporting an item as missing, please check: your shipping confirmation; whether multiple tracking numbers were issued; and whether the order indicates separate deliveries.

If all expected delivery periods have passed and an item remains missing, contact us for assistance.

9. PACKAGE LOST IN TRANSIT

If tracking information indicates that a shipment may have been lost in transit, contact us.

We may investigate the shipment with the relevant courier, logistics provider or supplier.

Where the shipment is confirmed lost and the customer is legally entitled to relief, we will arrange an appropriate remedy, which may include replacement or refund.

10. PACKAGE MARKED DELIVERED BUT NOT RECEIVED

If tracking shows that your package was delivered but you cannot locate it: check around the delivery location; ask household members or building reception/security; verify the delivery address on your order; allow a short period where carriers occasionally scan packages before physical delivery; and contact the courier where appropriate.

If the parcel remains missing, contact Vasckonet Services and we will assist with reasonable investigation.

Each case will be assessed based on the available tracking and delivery evidence and applicable consumer law.

11. INCORRECT OR INCOMPLETE DELIVERY ADDRESS

Customers are responsible for entering complete and accurate shipping information at checkout.

Where an order is returned or cannot be delivered solely because the customer provided materially incorrect or incomplete delivery information, the customer may be responsible for reasonable additional delivery or return costs, to the extent permitted by law.

Where possible, contact us immediately after ordering if an address correction is required.

Once an order has entered fulfillment, changes may no longer be possible.

12. RETURN AUTHORIZATION

Before returning a product, contact Vasckonet Services through our official Contact page.

Where appropriate, we will provide: return instructions; the correct return facility or supplier address; reference information; packaging requirements; and other instructions necessary to process the return.

Do not send parcels to an arbitrary supplier or manufacturer address obtained independently.

13. RETURN SHIPPING COSTS

Responsibility for return shipping depends on the reason for the return and applicable law.
For example:

Change-of-mind returns:
Where permitted by law, the customer may be responsible for the direct return-shipping cost.

Defective, incorrect or qualifying non-compliant goods:
Where legislation requires Vasckonet Services to bear the cost or risk of the return, Vasckonet Services will do so.

We will communicate the applicable procedure before an authorised return is shipped.

14. RETURN PACKAGING

Customers should package returned products securely and include all components where reasonably possible.
If the return is unrelated to a defect, customers may be responsible for damage caused by inadequate return packaging.

For higher-value products, we recommend using a trackable shipping service where the customer is responsible for arranging the return.

15. INSPECTION OF RETURNS

Returned products may be inspected once received.

Inspection may include verifying: the product identity; product condition; serial numbers; accessories; evidence of damage; alleged defects; and whether the returned item corresponds with the original order.

Inspection will not be used to deprive customers of statutory remedies.

16. REFUND APPROVAL

Once your return or refund request has been assessed, we will notify you whether: the refund has been approved; additional information is required; a replacement will be issued; or another lawful remedy applies.

17. REFUND METHOD

Approved refunds will ordinarily be returned to the original payment method used for the purchase unless: technically impossible; otherwise agreed with the customer; or another method is required by applicable law.

Banking institutions, card issuers, cryptocurrency processors and other payment providers may require additional processing time after a refund has been issued.

18. REFUND AMOUNT

Where a full refund is legally or contractually due, we will refund the amount required under applicable law.

For voluntary returns not involving defective, incorrect or legally non-compliant goods, original shipping or related costs may be treated according to the conditions disclosed when the order was made and applicable legislation.

No provision of this policy permits deductions that are prohibited by consumer law.

19. SALE AND PROMOTIONAL ITEMS

Sale or discounted products remain protected by applicable consumer legislation.

A discounted price does not remove statutory rights relating to: defects; unsafe goods; incorrect goods; or material misrepresentation.

However, voluntary change-of-mind eligibility may differ where this is clearly disclosed and legally permissible.

20. EXCHANGES

Where practical, Vasckonet Services may offer exchanges for eligible products.

Exchanges depend on: product availability; supplier availability; size or colour availability; shipping destination; and the reason for the exchange.

If the requested replacement is unavailable, another remedy may be offered, including refund where appropriate.

21. ORDER CANCELLATION BEFORE SHIPPING

If you wish to cancel an order before shipment, contact us immediately. We will make reasonable efforts to stop fulfillment.

However, dropshipping orders can move into supplier processing shortly after purchase, and cancellation may not always be operationally possible once fulfillment has begun.

Where a statutory cancellation right applies, that right will remain unaffected.

22. CHARGEBACKS AND PAYMENT DISPUTES

We encourage customers to contact Vasckonet Services before initiating a bank or payment-provider chargeback so that we have an opportunity to investigate and resolve the issue.

This does not prevent you from exercising lawful rights through your bank, card issuer, payment provider or other dispute-resolution process.

Fraudulent chargebacks or knowingly false claims may be challenged using relevant order and delivery evidence.

23. INTERNATIONAL RETURNS

International returns may require additional processing due to: customs requirements; courier limitations; international shipping costs; supplier location; and local import/export regulations.

Customers should not ship an international return without receiving instructions from Vasckonet Services.

Where applicable law gives the customer mandatory rights, those rights will take precedence over operational limitations.

24. HOW TO REQUEST A RETURN OR REFUND

To request assistance:

Visit www.vasckonet.shop.

Open the Contact Us page.

Provide your full name and order number.

Describe the reason for your request.

Attach or provide photographs or supporting information where relevant.

Wait for return instructions before dispatching any product back.

25. OUR COMMITMENT

We aim to resolve genuine customer concerns fairly, professionally and in accordance with applicable consumer-protection law.

Vasckonet Services
Owned and operated by Vascko Investments (Pty) Ltd.
Republic of South Africa
Website: www.vasckonet.shop
Contact: support@vasckonet.com