Your return and refund windows at a glance
These are the exact timeframes that apply to orders placed with Vitality Saunas SA. Each one is counted from the day you receive the product, not the day you ordered it.
30 calendar days
Request a return
Counted from the day you receive the product — the collection date, or the delivery date recorded by the carrier if you arranged transport. Not from the order or payment date.
48 hours
Report transit damage or a wrong item
From delivery or collection. Note visible damage on the delivery receipt, photograph the packaging, then email us. Later reports are still handled — the window just makes the carrier claim straightforward.
14 calendar days
Refund issued after inspection
We inspect the returned product as soon as it reaches us, then issue the refund within this period. Your bank or payment provider may take a few more business days to reflect it.
7 calendar days
Cooling-off cancellation (ECTA)
Your separate statutory right to cancel an online order without reason, counted from delivery. You may be charged the direct cost of returning the goods.
6 months
Defective goods claim (CPA)
Your statutory right to return goods that are not of good quality, fit for purpose or durable. This sits outside and alongside the voluntary return window above.
Return questions, answered plainly
Is the return window 30 days from delivery, or from purchase?
From delivery, not from your order or payment date. The clock starts the day you receive the product: the date you collect it from us in Boksburg, or the delivery date recorded by the carrier if you appointed one. You have 30 full calendar days from that date to request a return. Orders that have not yet been collected or dispatched can be cancelled at no charge at any time before they leave us.
How do I request a return, and who do I contact?
Email sales@vitalitysaunassa.co.za with your order number, the reason for the return, and photos if the product arrived damaged or incorrect. You can also call 076 787 7594 or message us on WhatsApp during our trading hours. We reply within 1 business day and, if the return is eligible, we send you written return authorisation together with the return address and instructions. Do not send a product back before you have that authorisation — goods that arrive without it may be refused at our premises and we cannot take responsibility for them in transit.
Does the item have to be unopened, unused or sealed?
The product must not have been installed, filled, plumbed in, wired in, started or used, and must not have been exposed to water, chemicals, oils or cleaning agents beyond a factory test. It must be complete with everything it shipped with — heater, stones, controls, cover, filters, accessories, manuals and any test certificates — and returned in its original packaging, or packaging that gives the same protection for a bulky item such as a sauna, hot tub or swim spa. Products that have been installed, filled or used, or that are missing parts, are not eligible for a standard change-of-mind return. Damage and wrong-item claims in sections 8 and 9 are not affected by this requirement.
Who pays for return transport?
If you are returning a product because you changed your mind, ordered the wrong size or model, or no longer need it, you arrange and pay for the return transport, and you carry the risk while the goods are in transit. If the return is because we supplied the wrong product, it arrived damaged or faulty, or it does not match its listed specifications, we arrange and pay for collection in full and refund 100% of what you paid, including any delivery charge we levied.
Are delivery or collection fees refundable?
Online orders are for free collection from Boksburg, so most orders have no delivery charge to refund. Where we did charge for delivery or a freight service, that charge is refunded only when the return is our error (the wrong product was supplied) or a covered defect. If you are returning a correctly supplied, undamaged product for a reason of your own — a fitment or sizing mistake, or a change of mind — the original delivery charge is not refunded and you are responsible for return transport.
Is there a restocking fee?
A restocking, handling or reconditioning fee may apply to a change-of-mind return of a large or special-order product, because the unit has to be inspected, tested, cleaned and prepared for resale. We tell you the exact amount in writing before you approve the return, and we never deduct a fee you have not agreed to. There is no restocking fee, and no charge to you at all, when the return is due to our error or a covered defect.
How quickly will I get my refund, and how is it issued?
We inspect every returned product as soon as it arrives at our premises. Once inspection confirms the item meets the condition requirements above, we issue your refund within 14 calendar days. Refunds are issued to the original payment method used at checkout; where that method is no longer available we refund by electronic bank transfer to a South African bank account in the name of the person or business on the order. We email you the moment the refund is processed. Bank posting after that typically takes a few more business days and depends on your bank, not on us.
What happens if my item arrives damaged?
Do not refuse the shipment if you can avoid it. Accept the delivery, note any visible damage on the carrier's delivery receipt before the driver leaves, and photograph the packaging and the damage. Email us at sales@vitalitysaunassa.co.za within 48 hours of delivery with your order number and the photos. We handle the transport damage claim with the carrier ourselves at no cost or effort to you, and we will repair, replace or fully refund the product — including any shipping charge — at your choice. Reporting promptly protects the claim; it does not limit your rights under South African consumer law.
What happens if I receive the wrong item?
Email sales@vitalitysaunassa.co.za with your order number and a photo of the product's label, model plate or packaging within 48 hours of delivery or collection. We arrange prepaid collection of the incorrect unit and ship or hand over the correct product as soon as you confirm it is packed and ready, so in most cases you do not have to wait for the wrong item to travel back to us first. You pay nothing extra: no restocking fee, no return transport cost, and no charge for the replacement.
What about custom-built, special-order and clearance products?
Custom-built, made-to-measure, personalised and indent products ordered specifically for you cannot be returned for a change of mind once production or the supplier order has started; they may also be excluded from cancellation, and we confirm this in writing before you pay. Clearance, ex-demo and final-sale items are non-returnable for a change of mind where the product page says so. These exclusions never remove your rights when a product is faulty, damaged, unsafe or not what you ordered.
Warranty claims are not the same as returns
A return is for a product you want to send back within the return window. A warranty claim is for a product that develops a fault after installation or use, and is covered separately by the manufacturer-backed warranty described on the product page and on our Warranty page. To start a warranty claim, contact us with your order number and a description of the issue; our team responds within one business day and may ask for photos, a video, or an assessment by an approved installer or technician.
The short version
- Return window: 30 calendar days from the date you collect or receive the product — not from the order or payment date.
- How to start: email sales@vitalitysaunassa.co.za or call 076 787 7594 with your order number, and wait for written return authorisation before sending anything back.
- Return transport: paid by you for a change-of-mind return; arranged and paid by us for our error or a covered defect.
- Condition: not installed, not filled, not used, complete with every accessory and manual, in the original or equally protective packaging.
- Refund timing: issued within 14 calendar days of the returned product arriving and passing inspection, to the original payment method.
- Delivery fees: refundable only when the return is our error or a covered defect; otherwise non-refundable.
- Damaged on arrival: note it on the delivery receipt, photograph it, email us within 48 hours — no cost to you.
- Wrong item supplied: email us within 48 hours, prepaid collection arranged, correct product supplied with no fees.
Your rights under South African law
This policy is in addition to your statutory rights and does not reduce them. Under the Electronic Communications and Transactions Act, you may cancel an online order within 7 calendar days of delivery without giving a reason, although you may be charged the direct cost of returning the goods. Under the Consumer Protection Act, you may return goods within 6 months of delivery if they are not of good quality, fit for purpose or durable, and the supplier must repair, replace or refund them at the supplier's risk and expense. If you are unsure which process applies, contact us and we will help you choose the right one.
Contact us about a return
Include your order number and a short description so our team can help without delay. We reply within 1 business day.
Related policies
Ready to start? Email sales@vitalitysaunassa.co.za with your order number and reason for return.
Email a return request