Refund policy

Last Updated: 15 August 2026

At Vivonu, operated by Vivonu Pty Ltd, we want you to shop with confidence.

This Returns & Refund Policy explains how returns, refunds, exchanges, damaged or defective products, incorrect deliveries, and change-of-mind requests are handled.

Nothing in this policy is intended to limit, exclude, or replace any rights you may have under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or any other applicable South African law.

1. Change-of-Mind Returns

For products that do not qualify for a longer statutory return or cooling-off right, Vivonu may voluntarily accept an eligible change-of-mind return request made within 2 days of delivery.

To qualify under Vivonu's voluntary change-of-mind policy:

The product must be unused.
The product must be undamaged.
The product must be in its original condition.
The original packaging should be intact where reasonably possible.
All accessories, manuals, labels, components, and included parts must be returned.
Proof of purchase or valid order information must be provided.
The product must not fall within a category excluded from voluntary returns.

This 2-day voluntary policy does not reduce or replace any longer return or cooling-off period provided by applicable law.

Where ECTA or another applicable law provides a statutory cooling-off or cancellation right, that statutory right will apply according to its terms.

2. Online Purchase Cooling-Off Rights

Because purchases made through Vivonu are generally concluded electronically, certain transactions may qualify for a statutory cooling-off period under ECTA.

Where the statutory cooling-off right applies, a consumer may be entitled to cancel an eligible transaction without reason and without penalty within 7 days after receiving the goods, subject to the exclusions and conditions contained in applicable law.

Where permitted by law, the consumer may be responsible for the direct cost of returning goods following such a cancellation.

Certain transactions or products may be excluded from the statutory cooling-off right, including categories specified by applicable legislation.

This statutory cooling-off right is separate from Vivonu's voluntary change-of-mind policy.

3. Damaged or Incorrect Items

Please contact Vivonu as soon as reasonably possible if:

Your order arrives damaged.
You receive the wrong product.
An item is missing from your order.
Parts or accessories are missing.
The product appears to have been damaged during delivery.
The quantity received differs from the quantity ordered.

Please provide, where reasonably available:

Your order number
Product name
A description of the problem
Clear photographs of the product
Photographs of the packaging
Video evidence where useful
Photographs of shipping labels where relevant

We will assess the issue and provide an appropriate remedy in accordance with applicable law and the circumstances of the order.

Please keep the product and its packaging until we have provided return or collection instructions.

4. Defective, Unsafe, or Poor-Quality Products

Products supplied by Vivonu are subject to applicable consumer-protection requirements.

Where the CPA applies, consumers have statutory rights in relation to goods that:

Are defective
Are unsafe
Are not reasonably suitable for their ordinary intended purpose
Are not of good quality or in good working order
Do not comply with applicable standards
Are otherwise inconsistent with applicable statutory quality requirements

Where a product fails to meet applicable requirements within the statutory period, the consumer may be entitled to return the product and request the remedy available under applicable law.

Depending on the circumstances and applicable law, this may include:

Repair
Replacement
Refund

Where the CPA gives the consumer the right to select the remedy, Vivonu will respect that statutory right.

For qualifying defective goods returned within the CPA's applicable statutory warranty period, return arrangements will be handled at Vivonu's risk and expense as required by law.

Statutory protection for defective goods is separate from the 2-day voluntary change-of-mind return period.

5. Products That Have Been Repaired

Where Vivonu or an authorized service provider repairs a product and the CPA applies, the repaired product or components may be covered by applicable statutory repair warranties.

If a qualifying defect is not remedied following a repair, or another qualifying defect arises during the applicable statutory period after the repair, the consumer may have additional rights to a replacement or refund.

These rights will be handled in accordance with applicable consumer law.

6. Non-Returnable Products

Subject always to applicable consumer law, certain products may not qualify for voluntary change-of-mind returns because of hygiene, health, safety, personalization, deterioration, or the nature of the product.

Examples may include:

Opened wellness or nutritional products
Opened supplements
Personal-care products that have been opened or used
Hygiene products that have been opened or used
Opened cosmetics or beauty products
Certain baby-care or hygiene products
Products that cannot reasonably be resold for health or hygiene reasons
Perishable products
Products likely to deteriorate or expire rapidly
Custom-made products
Personalized products
Products manufactured specifically to a customer's specifications
Certain digital products or digital content where applicable
Products specifically identified as non-returnable where permitted by law

A product will not automatically lose statutory protection merely because it falls into one of these categories.

Where a product is defective, unsafe, damaged, incorrectly supplied, misdescribed, or otherwise protected under applicable consumer law, the customer's statutory rights will continue to apply.

7. Products Damaged Through Misuse

Vivonu may decline a return or remedy to the extent permitted by law where a problem was caused by circumstances such as:

Misuse
Abuse
Negligence
Accidental damage after delivery
Failure to follow operating or safety instructions
Unauthorised modification
Improper installation by the customer or an unauthorised third party
Improper storage
Normal wear and tear
Alteration of the product after it left Vivonu's control

Each claim will be considered according to the circumstances and applicable law.

8. Refunds

Once a returned product has been received, we may inspect or assess it where reasonably necessary before completing the return process.

Where a refund is approved or legally required, the refund will generally be issued using the original payment method, unless another method is required or agreed.

Refund processing times may vary depending on:

The payment method used
The customer's bank
The payment gateway
Applicable statutory requirements

Vivonu will process statutory refunds within any timeframe required by applicable law.

After Vivonu processes a refund, additional processing time may be required before the funds appear in your bank or payment account. Such external banking or payment-provider processing times are outside Vivonu's direct control.

9. Exchanges and Replacements

Vivonu does not generally offer change-of-mind exchanges. Where a product is defective, damaged, incorrectly supplied, or otherwise qualifies for a remedy under applicable law, a replacement may be offered or selected where legally appropriate. Where applicable law gives the consumer the right to choose between repair, replacement or refund, Vivonu will respect that right.

10. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

Vivonu Responsibility

Where required by applicable law, Vivonu will bear the appropriate return costs for qualifying returns involving matters such as:

Defective products
Unsafe products
Incorrectly supplied products
Products damaged before or during delivery
Fulfilment errors
Other situations where the supplier is legally responsible for return costs

Customer Responsibility

For voluntary change-of-mind returns, customers may be responsible for return shipping costs.

For statutory cooling-off returns under ECTA, the direct cost of returning the goods may be payable by the consumer where permitted by law.

We will advise you of the appropriate return procedure after reviewing your request.

11. Condition of Voluntary Returns

For a return made solely under Vivonu's voluntary change-of-mind policy, products should be returned in a condition suitable for inspection and, where applicable, resale.

Please include:

Original product packaging
Labels and tags
Manuals
Accessories
Cables
Components
Promotional items included with the purchase
Any other items originally supplied with the product

These voluntary-return conditions do not override situations in which applicable law permits a consumer to open, inspect, test or return a product.

12. How to Request a Return

Before sending a product back to Vivonu, contact our Customer Support team.

Email: support@vivonu.co.za

Use a subject line similar to:

Return Request — Order #[Order Number]

Please include:

Your full name
Your order number
Product name
Reason for the return
A description of the issue
Photos or videos where relevant
Your preferred resolution where applicable

We may request additional information where reasonably necessary to assess the return.

Please do not send products back before receiving return instructions from Vivonu.

Sending a product to an incorrect location may delay the processing of your return.

13. Return Authorisation

Once we receive your request, we will assess the information provided and give you instructions regarding:

Whether the item needs to be returned
Where the item must be sent
Whether collection will be arranged
Packaging requirements
Any applicable return-shipping arrangements
What additional information may be required

Return approval under Vivonu's voluntary policy does not affect statutory rights available under applicable law.

14. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:

support@vivonu.co.za

Where the order has not yet entered fulfilment or dispatch, we will attempt to cancel it.

If an order has already been dispatched, it may need to be handled as a return or statutory cancellation, depending on the circumstances.

Special-order, personalised or customised products may be subject to different cancellation rules where permitted by law.

15. Refused and Undeliverable Deliveries

If an order is returned to Vivonu because:

The customer provided an incorrect or incomplete address
Delivery was repeatedly unsuccessful
The customer failed to collect the parcel
The customer refused delivery without a legally valid reason

reasonable delivery, return or re-delivery costs may be deducted or charged where permitted by applicable law.

This section does not apply where the refusal or failed delivery resulted from a mistake by Vivonu, the courier, or another circumstance for which the customer is not legally responsible.

16. Promotional and Discounted Products

Products purchased during a sale, promotion or discount remain subject to applicable consumer rights.

A discounted price does not remove a customer's statutory rights relating to defective, unsafe, damaged or incorrectly supplied products.

Where a product was expressly sold at a reduced price because of a specific defect or condition that was clearly disclosed and accepted by the customer before purchase, different rights may apply in relation to that disclosed condition.

17. Consumer Rights

Nothing in this Returns & Refund Policy is intended to exclude, waive, restrict or replace any right or remedy available to a consumer under applicable South African law.

Depending on the transaction and circumstances, relevant legislation may include:

Consumer Protection Act 68 of 2008 (CPA)
Electronic Communications and Transactions Act 25 of 2002 (ECTA)

Where applicable legislation gives a customer greater protection than this policy, the applicable legislation will prevail.

Vivonu will handle returns, repairs, replacements and refunds in accordance with mandatory consumer-protection requirements.

18. Contact Us

If you have questions about a return, refund, exchange or your consumer rights relating to an order, please contact:

Vivonu Pty Ltd
Trading as: Vivonu
South Africa

Customer Support:
support@vivonu.co.za

Website:
vivonu.co.za

Please include your order number whenever contacting us about an existing purchase.

19. Changes to This Policy

Vivonu may update this Returns & Refund Policy from time to time to reflect changes to:

Our business operations
Products and services
Delivery arrangements
Payment providers
Customer-service procedures
Applicable legislation or regulatory requirements

The current version will be published on our website with its updated Last Updated date.

Changes will apply to future transactions subject to applicable law.