Refund policy
Returns & Refunds
We want you to be happy with your Van Outdoors purchase. Our returns policy is subject to the conditions below and applicable South African consumer law.
Returns
Where a return is permitted under this policy or applicable law, customers must contact us at vanoutdoors@outlook.com before sending any product back. Unauthorised returns may not be accepted.
Except where a return is required by law, we do not accept returns simply because a customer has changed their mind, ordered the incorrect product or accessory, or failed to check whether a particular product or accessory is suitable for their intended use.
Incorrect Purchases & Accessories
Customers are responsible for checking product descriptions, specifications, compatibility and what is included before placing an order.
Accessories, attachments and optional extras are sold separately unless specifically stated as included with the product.
If a customer purchases an incorrect product, accessory or configuration, or later discovers that an additional accessory is required for their intended use, this does not in itself constitute a product defect or incorrect supply.
Damaged, Defective or Incorrect Items
Please inspect your order upon receipt and contact us as soon as reasonably possible if an item is damaged, defective, incorrectly supplied or missing components.
Where an item is confirmed to be defective or incorrectly supplied, we will resolve the matter in accordance with applicable consumer law.
Customised Products
Customised, personalised or specially manufactured products cannot be returned due to change of mind or incorrect selection, except where a return is required by law.
Return Condition
Where a return is permitted, products must be returned in the condition required by applicable law and, where applicable, unused, undamaged and with the original packaging and proof of purchase.
Refunds
Once an authorised return has been received and inspected, we will confirm the applicable refund or other remedy in accordance with this policy and applicable law.
Approved refunds will be processed to the original payment method in accordance with applicable law.
Nothing in this policy limits or excludes any consumer right that cannot legally be excluded under applicable South African law.
Returns & Enquiries
Return Shipping
For returns submitted under this policy, the customer is responsible for the cost of returning the product to Van Outdoors, unless the product was incorrectly supplied by Van Outdoors or applicable law requires us to cover the return cost.
We will provide the return address and any required return instructions.
If, upon inspection, the returned product does not qualify for a return or refund under this policy or applicable law, the customer will be responsible for the cost of having the product returned to them.
Where Van Outdoors has supplied an incorrect product or where applicable law requires Van Outdoors to cover the return costs, Van Outdoors will cover the applicable return shipping costs.