Refund policy
1. Overview
At Vortex Flow™, we are committed to delivering premium quality car detailing products to every customer across South Africa. We stand behind every product we sell. If you are not completely satisfied with your purchase, we are here to help.
This Returns and Refund Policy applies to all purchases made through our Shopify store and outlines your rights and our obligations under the South African Consumer Protection Act 68 of 2008 (CPA).
2. Your Rights Under the Consumer Protection Act (CPA)
As a South African consumer, you are protected by the Consumer Protection Act 68 of 2008. Under the CPA, you have the right to:
- Return goods that are defective, unsafe, or not fit for purpose within 6 months of purchase.
- Receive a full refund, replacement, or repair for defective products — at your choice.
- Cancel a transaction and receive a full refund if goods do not match the description, sample, or demonstration shown.
- Return unsolicited goods without any obligation or penalty.
3. Return Eligibility
We Accept Returns When:
- The product is defective or damaged upon arrival.
- The product does not match the description on our website.
- The incorrect item was delivered.
- The product has not been used and is returned in its original packaging within 7 days of delivery.
We Do Not Accept Returns When:
- The product has been used, opened, or is not in its original condition (unless defective).
- The return request is made more than 7 days after delivery (for change-of-mind returns).
- The product was damaged due to misuse, negligence, or failure to follow instructions.
- Consumable products have been partially or fully used.
4. How to Request a Return
- Step 1: Contact us within 7 days of receiving your order by emailing support@vortexflow.co.za or via our website contact form.
- Step 2: Include your order number, a description of the issue, and clear photos of the product and packaging.
- Step 3: Our team will review your request within 2–3 business days and provide return instructions.
- Step 4: Ship the product back using a trackable courier. Return shipping costs are the customer's responsibility unless the product is defective or incorrectly supplied.
5. Refunds
Once your return is received and inspected, we will notify you of the outcome within 3–5 business days.
Approved Refunds:
- Refunds will be processed to your original payment method within 5–7 business days of approval.
- You will receive an email confirmation once your refund has been processed.
- Your bank or payment provider may take additional time to reflect the refund.
Partial Refunds may be issued if the product is returned in a condition other than its original state, or if only part of an order is returned.
Refunds will not be issued if the product shows signs of misuse or deliberate damage, the return falls outside the eligible window, or the product is a used consumable.
6. Exchanges
We replace products that are defective or damaged. Contact us at support@vortexflow.co.za with your order details and photos of the defect. Exchanges are subject to stock availability.
7. Return Shipping
- Customers are responsible for return shipping costs unless the product is defective, damaged, or incorrectly supplied.
- We recommend using a trackable courier service. Vortex Flow™ is not responsible for items lost in transit during the return process.
- Original delivery fees are non-refundable, except where the return is the result of our error.
8. Defective or Damaged Products
If your product arrives damaged or defective, contact us within 48 hours of delivery with clear photographs of the damage and packaging. We will arrange a replacement, repair, or full refund at no cost to you, in accordance with the CPA.
9. Incorrect Item Received
If you receive an item different from what you ordered, contact us immediately at support@vortexflow.co.za. We will arrange collection of the incorrect item and delivery of the correct product at our cost.
10. Contact Us
Email: support@vortexflow.co.za
Website: www.vortexflow.co.za
Business Hours: Monday – Friday, 08:00 – 17:00 SAST
Location: South Africa