In general, you can return an unwanted product to us within 30 days of delivery or collection, provided:

• It is undamaged and unused, with the original labels and stickers still attached.
  
• It is in the original packaging, which must be undamaged and in its original condition with all seals intact (if applicable). Please refer to our FAQs for examples.
  
• It is not missing any accessories or parts.
  
• It is not listed in Section 2 – Products not eligible for return.
  
• You log a return via info@vaidspharmacy.com within 30 days.
  

Products must be returned in a condition suitable for resale, and our courier is entitled to refuse collection if the product is not properly packaged for transport. Customers are responsible for the cost of returning unwanted products.

Once we have inspected the product and validated your return, we will send you a store credit voucher within 5 days of receiving the product, or process a refund if that is your preference. Refunds will normally reflect in your account within 5–10 working days, but no later than 14 days after we validate your return.

We reserve the right to refuse a return if the product is damaged, not in a resalable condition, or missing any accessories.

Exchanges

Products can be exchanged for a different product of the same value, provided such variation is available, within 30 days of purchase. Products must be unused and in their original condition. Customers are responsible for the cost of returning unwanted products. If the requested variation is not immediately available, we will issue a store credit voucher within 5 days of receiving the return or process a refund (within 14 days) if that is your preference. We reserve the right to inspect the product to validate your return.

If we deliver the wrong product, or if the product is not as described on our website, or if it is missing any accessories, please notify us at info@vaidspharmacy.com with your # order number. We will collect the product from you at no cost.

Once we have inspected and validated your return, you can choose to:

• Receive the correct product as soon as possible (if available), or
  
• Receive a store credit voucher within 5 days of the return, or
  
• Receive a refund if that is your preference.
  

The following products cannot be returned, exchanged, or refunded:

• Electronic vouchers or gift cards
  
• Books
  
• Intimates, sanitary goods, lingerie, or underwear
  
• Jewelry for piercings
  
• Beauty products or fragrances that have been used
  
• Food, beverages, or other everyday consumables
  
• Products that have been personalised or made to your specifications, unless they are defective
  

We understand that receiving a damaged item can be frustrating, and we strive to make the returns process seamless. If your item arrives damaged, please follow these steps:

1. Notification: Notify us of the damaged item within 30 days of receipt (7 days for promotional/sale items) by emailing info@vaidspharmacy.com with your # order number.
   
2. Provide Photo Evidence: Submit clear photographs of both the exterior parcel and interior packaging. This helps us investigate and resolve the issue quickly.
   
3. Return Authorisation: After reviewing your photos, our team will provide a return authorisation if necessary.
   
4. Return Process: Once authorised, we will give you instructions on how to return the item, including any required shipping labels or instructions.
   
5. Evaluation and Refund/Replacement: Upon receipt, our quality control team will evaluate the item. Depending on the assessment, you can choose to:
   
   
   Receive a replacement (if repairs/replacement are possible), or
   
   
   Receive a store credit voucher within 5 days, or
   
   
   Receive a refund if that is your preference.
   
   
   

Please note:

• Refunds/credits are normally processed within 8 days of logging the return, though it may take 1–4 working days to reflect in your account. Repairs/replacements may take longer depending on parts or availability.
  
• Any damage caused by mishandling or misuse after receipt is not eligible for return or refund.
  
• We reserve the right to refuse returns or exchanges if the damage is caused by factors beyond our control.
  

As authorised stockists, we do our best to ensure that the products we deliver are of high quality and free from defects.

What is a defect?

A defect is a material imperfection in the manufacture of a product, or any characteristic of a product, that makes it less acceptable than what a customer would reasonably expect under normal use.

The following are NOT considered defects and do NOT entitle you to a return under this section:

• Faults resulting from normal wear and tear
  
• Damage caused by negligence, user abuse, or incorrect usage
  
• Damage arising from electrical surges or exposure to sea air
  
• Damage resulting from failure to adequately care for the product
  
• Damage caused by unauthorised alterations
  
• Products that, although accurately described and fit for their intended purpose, do not meet your personal preferences
  

Coupons & Vouchers

There are two types of coupons:

• Fixed Coupon: A coupon with a fixed discount amount (e.g., R100 off).
  
• Percentage Coupon: A coupon with a percentage discount (e.g., 10% off).
  

If a Fixed Coupon was used:

• If you or Vaids Pharmacy cancel your order (or part of it) before delivery, or you return one or more products, the value of the Fixed Coupon will be deducted from the returned or cancelled product(s).
  
• We will credit your account for any remaining balance or refund you if that is your preference.
  
• We will provide a replacement Fixed Coupon of the same value as the original coupon.
  
• For subsequent cancellations or returns from the same order, we will credit your account as normal.
  

If a Percentage Coupon was used:

• If you or Vaids Pharmacy cancel your order (or part of it) before delivery, or you return one or more products, the discount received from the Percentage Coupon will be deducted from the returned or cancelled product(s).
  
• We will issue a store credit voucher within 5 days of the return, or refund you if that is your preference.
  
• We will provide a replacement Percentage Coupon of the same value as the original coupon used.
  
• For subsequent cancellations or returns from the same order, we will credit your account as normal.
  

Vouchers:

• If you purchased a product using a voucher and later return the product, we cannot refund in cash the portion of the price paid using the voucher.

• If you return a defective product but fail to return all accessories sold with it, we may:
  
  Refuse the return, or
  
  Replace only the items returned, or
  
  Estimate the value of missing accessories and credit or refund you only for the returned items.
  
  
• If you return items by mistake and want them sent back to you, you may be responsible for covering the cost of returning the items.
  
• If you return a product that does not comply with this policy, you may be responsible for covering the cost of collection and return.