Refund policy
Vermella Refund & Return Policy
60 Day Money Back Guarantee (First Time Purchases)
At Vermella, your satisfaction is our top priority. That is why we offer a risk free 60 day money back guarantee on first time purchases.
If you are not satisfied with your first purchase of any Vermella product, simply contact us at help@vermella.co.za within 60 days of delivery, and we will refund you in full. No return required in most cases.
Keep the results, or keep your money.
Important Notes:
- Applies only to first time purchases of a specific product.
- Limited to one refund per product type per customer.
- Shipping and handling fees are non-refundable.
- If you choose to exchange your product, the money back guarantee no longer applies.
Refunds for Recurring Subscription Orders
Subscription (autoship) orders are not eligible for the 60 day money back guarantee. However, we offer refunds under the following conditions:
- Unopened items only.
- Return shipping is the responsibility of the customer.
- Shipping costs are non-refundable.
To request a refund, email help@vermella.co.za with your order details. Refunds will be processed upon receipt and inspection of the returned product.
Subscription cancellation is governed by Section 14 of the Consumer Protection Act 68 of 2008 — you may cancel your subscription at any time by giving us 20 business days' written notice. See our full Terms and Conditions for the subscription cancellation procedure.
Cancellation Policy
Order Cancellation Window
We understand that plans can change, and we will do our best to accommodate order cancellations. If you need to cancel, please contact us as soon as possible at help@vermella.co.za. While we will make every effort to stop your order before it ships, please note that our team works quickly to ensure timely delivery, and we cannot guarantee that cancellations will be possible once an order has been processed in our system.
Cancellation Fee
A R35 handling fee may apply to cover administrative and payment-processing costs on cancelled orders.
Non-Cancellable Orders
Orders that have already been dispatched cannot be cancelled. In that case, you may return the product in accordance with our returns policy above once it arrives.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us immediately at help@vermella.co.za. You do not need to return the damaged item. We will send a replacement at no cost to you.
This right is protected under Sections 54, 55, and 56 of the Consumer Protection Act 68 of 2008, which guarantee you the right to safe, good quality goods.
Exchanges
To exchange an item, please return the original item in accordance with our refund policy. Once accepted, you may place a new order for the replacement item.
Shipping Costs
- Shipping costs are non-refundable.
- If a return is approved for a multi unit order, Vermella may cover return shipping for unopened items (on first time purchases only).
- For all other returns (including subscription orders), return shipping is the customer's responsibility.
Returns within South Africa are typically handled via established courier networks (such as The Courier Guy, Aramex, PostNet, or similar). We will provide return address and courier instructions when you contact us.
Return Instructions
To initiate a return:
- Email us at help@vermella.co.za with your order number and the reason for return.
- We will provide return instructions and (if applicable) a return shipping label or prepaid courier collection.
- Items must be sent back to the address provided. Products returned without prior authorisation may not be accepted.
Once your return is received, refunds are typically processed within 5 to 10 business days. Depending on your bank, the refund may take an additional 5 to 10 business days to reflect in your account.
Holiday Delivery Notice
Due to high demand over the December festive season, we cannot guarantee delivery before 25 December for any orders placed after 1 December. Please order early to avoid delays. South African Post Office and courier services typically slow down between 15 December and 10 January.
Policy Amendments
Vermella reserves the right to update or amend this policy at any time without prior notice. Changes take effect immediately upon publication on our website.
This policy does not limit any rights you may have under the Consumer Protection Act 68 of 2008 or other applicable South African law.
Acknowledgement of Policy
By placing an order with Vermella, you acknowledge and agree to the terms outlined in this Refund & Return Policy, subject to the protections afforded to you under South African consumer protection law.
Dispute Resolution
If we are unable to resolve a refund or return dispute directly, you have the following rights under South African law:
- Lodge a complaint with the National Consumer Commission (NCC) — www.thencc.gov.za
- Lodge a complaint with the Consumer Goods and Services Ombud (CGSO) — www.cgso.org.za
- Approach a court of competent jurisdiction in South Africa
Contact Information
For all inquiries, please contact us at:
Email: help@vermella.co.za
Business Name: Vermella
Website: vermella.co.za