Returns, Refunds & Exchanges Policy

At Vertice Online Store, we aim to ensure that our customers are satisfied with their purchases. Please review our returns, refunds and exchanges policy below for information on eligibility, return procedures and processing timeframes.

1. Return Eligibility

Our standard return policy allows eligible return requests to be submitted within 7 days of delivery, subject to the conditions outlined below and applicable consumer protection laws.

To be eligible for a return:

• The item must be unused and in the same condition in which it was received.

• The item must be in its original packaging, including all accessories and accompanying documentation, where applicable.

• Proof of purchase, such as an invoice or receipt, must be provided.

• The return must be authorised by our team before the item is sent back.

Please contact us at onlineorders@vertice.co.za before returning any product. Do not send returned products directly to the manufacturer or supplier.

2. Non-Returnable Items

For hygiene, safety and product-specific reasons, certain items may not be eligible for return where permitted by applicable law. These may include:

• Perishable goods, such as food, flowers, newspapers and magazines.

• Intimate or sanitary products.

• Hazardous materials and flammable liquids or gases.

• Gift cards.

• Downloadable software products.

• Certain health and personal care products.

This list is subject to applicable consumer protection laws and does not exclude any rights customers may have in respect of defective, unsafe or incorrectly supplied goods.

3. Partial Refunds

Where applicable and permitted by law, a partial refund may be considered in circumstances such as:

• Books showing obvious signs of use.

• Opened CDs, DVDs, VHS tapes, software, video games, cassette tapes or vinyl records.

• Items that are not in their original condition, are damaged or have missing parts for reasons not attributable to Vertice Online Store.

• Items returned outside the applicable return period.

Each case will be assessed individually, taking into account the condition of the product and any applicable consumer rights.

4. Faulty, Damaged or Defective Products

If you receive a product that is faulty, defective or damaged during transit, please contact us at onlineorders@vertice.co.za as soon as possible.

Faulty products must be returned to our Cape Town warehouse for assessment. Once received, the product will be inspected and, where necessary, referred to the relevant supplier or manufacturer for further evaluation.

Supplier inspection and warranty procedures may vary by product. Certain suppliers have assessment or return periods ranging from 7 to 30 days from the date of purchase.

These supplier procedures do not limit any rights or remedies available to customers under applicable consumer protection laws.

Please contact our team for return instructions before sending a product to us.

5. Refunds

Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved or declined.

If approved, your refund will be processed using the appropriate refund method. Bank refunds may take up to 14 days to reflect, depending on your bank and payment provider.

Refunds will be handled in accordance with applicable consumer protection laws and the circumstances of the return.

6. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please follow these steps:

1. Check your bank account again.

2. Contact your bank or payment provider to confirm whether the refund is still being processed.

3. If you have completed these steps and the refund has not reflected, contact us at onlineorders@vertice.co.za for assistance.

7. Sale Items

Refund eligibility for sale items will be assessed in accordance with the applicable terms of sale and consumer protection laws. Sale items are not automatically excluded from remedies where a customer is legally entitled to a refund, replacement or repair.

8. Exchanges

Exchanges may be arranged for products that are confirmed to be defective or damaged during transit, subject to the applicable assessment process and consumer protection requirements.

If you require an exchange for the same product, please email onlineorders@vertice.co.za before returning the item.

Our team will advise you of the next steps once your request has been reviewed.

9. Return Shipping

Approved returns should be sent to the following address, subject to the return instructions provided by our team:

Vertice Healthcare
Northern Park, Unit 4
2 Richmond Northern Close
Richwood
Cape Town
Western Cape
South Africa
7441

Unless otherwise agreed or required by law, customers may be responsible for the cost of returning an item where the return is not due to a fault, damage, incorrect supply or another circumstance for which Vertice Online Store is responsible.

Original shipping costs and return shipping costs will be handled in accordance with the applicable terms and consumer protection laws.

Delivery times for exchanged products may vary depending on the customer's location, product availability and courier service.

10. Contact Us

For questions about returns, refunds, exchanges or faulty products, please contact:

Email: onlineorders@vertice.co.za

Please include your order number, proof of purchase and a description of the issue to help us assist you as efficiently as possible.