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Refund & Returns Policy

Effective Date: 8 May 2026 · Version 1.0

This Refund & Returns Policy sets out the full terms under which Vyete users may return goods and obtain refunds. It supplements Section 5 of the User Terms of Service and, where there is a conflict, this Policy prevails.

1. Standard Return Window

You may return most eligible items within 14 calendar days of the confirmed delivery date. To qualify, items must:

  • Be in their original, unused, and undamaged condition.
  • Include all original packaging, accessories, labels, and tags.
  • Be accompanied by the original proof of purchase from the Vyete platform.

The 14-day window begins on the day following delivery. If the final day falls on a public holiday, the deadline extends to the next business day.

2. Extended Return Window

Certain categories carry an extended return window of 30 calendar days:

  • Electronics and appliances (unused, sealed)
  • Footwear and clothing (unworn, with tags)
  • Furniture and homewares (unassembled, in original packaging)

The applicable window is shown on the product listing page at the time of purchase.

3. Non-Returnable Items

The following categories are not eligible for return unless the item is faulty or misdescribed:

| Category | Reason | |---|---| | Perishable goods (food, fresh produce, flowers) | Health and safety | | Digital downloads and software licences once activated | Nature of product | | Customised or personalised items | Made to order | | Unsealed hygiene and personal-care products | Health and hygiene | | Earrings and body jewellery | Health and hygiene | | Hazardous materials | Regulatory | | Items damaged by misuse, accident, or normal wear after delivery | Buyer responsibility | | Perishable subscription boxes once dispatched | Nature of product |

If you are unsure whether an item is returnable, contact [email protected] before initiating a return.

4. How to Initiate a Return

4.1 Via Account Dashboard

  1. Navigate to Orders in your account.
  2. Select the relevant order and click Request Return.
  3. Select the item(s) you wish to return.
  4. Choose a return reason and upload photos if the item is damaged or incorrect.
  5. Submit. You will receive a confirmation email within 2 business days containing either:
    • A prepaid return shipping label; or
    • Collection instructions (for large or heavy items).

4.2 Via Support

If you are unable to access your account, contact [email protected] with your order number and return reason. A support agent will initiate the return process on your behalf.

4.3 Returning the Item

  • Securely package the item. Vyete is not responsible for items damaged in transit due to inadequate packaging.
  • Attach the return label or note the collection reference clearly on the package.
  • Drop off at the designated carrier point or await collection as instructed.
  • Retain the proof of postage or collection receipt until your refund is processed.

5. Inspection and Approval

Once your returned item is received at the fulfilment point, Vyete will inspect it within 5 business days. You will be notified by email of the outcome:

  • Approved: Refund initiated.
  • Partially approved: Refund issued minus a restocking or condition adjustment (explained in the email).
  • Rejected: Item returned to you at our expense with a written explanation.

6. Refund Processing

6.1 Refund Method

Refunds are issued to the original payment method used at checkout. If the original payment method is no longer valid (e.g., expired card), Vyete will contact you to arrange an alternative.

6.2 Refund Timelines

| Refund Type | Processing Time | |---|---| | Credit / debit card | 5–10 business days after approval | | Mobile money / wallet | 3–5 business days after approval | | Vyete credit (optional) | Within 24 hours of approval |

Vyete Credit refunds are processed immediately and can be used on future orders. Selecting Vyete Credit is optional and does not affect your right to a cash refund.

6.3 Partial Refunds

A partial refund may be issued where:

  • An item is returned in a condition worse than when delivered but the defect is not attributable to the seller.
  • Only part of an order is returned.
  • A bundle discount was applied and only some items are returned.

Vyete will clearly state the amount and reason for any partial refund.

7. Faulty, Damaged, or Incorrect Items

7.1 Reporting

If your item arrives damaged, faulty, or is not as described, you must report this within 48 hours of delivery via Orders → Report an Issue in your account, or by emailing [email protected] with photos.

7.2 Resolution Options

For confirmed faulty or incorrect items, Vyete offers at your choice:

  • Full refund including original delivery cost.
  • Replacement item dispatched at no charge.
  • Discount on future purchase (where you prefer to keep the item).

7.3 Items Damaged in Transit

Responsibility for transit damage lies with Vyete's courier network. File a report within 48 hours; Vyete will arrange collection and replacement or refund without requiring you to prove the cause.

8. Cancelled Orders

8.1 Cancellation Before Dispatch

You may cancel an order at any time before it is dispatched. To cancel, go to Orders → Cancel Order in your account. A full refund will be processed within 3 business days.

8.2 Cancellation After Dispatch

Once an order is dispatched you cannot cancel it, but you may return it under this Policy once delivered. Original delivery charges are non-refundable unless the item is faulty or misdescribed.

8.3 Order Cancelled by Vyete

If Vyete or the shop cancels your order (e.g., due to a stock issue), you will receive a full refund including any delivery charges within 5 business days. You will also receive a Vyete Credit voucher equivalent to 10% of the cancelled order value as a goodwill gesture.

9. Disputes

If you disagree with a refund decision, you may escalate to the Dispute Resolution Procedure. Vyete will review escalated cases within 5 business days and may request additional evidence.

10. Consumer Rights

This Policy does not limit any statutory rights you have under applicable consumer protection law. Where your legal rights exceed what this Policy provides, your legal rights will apply.

11. Contact

Returns support: [email protected]

Refund disputes: [email protected]