Refund policy

Returns, Exchanges & Refund Policy

 

At Verbe, we want you to be completely confident when shopping with us.

This Returns, Exchanges & Refund Policy explains how returns, exchanges, defective products and refunds are handled for purchases made from Verbe.

Nothing in this policy is intended to limit or exclude 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

Changed your mind? We understand.

Subject to the exclusions and conditions below, Verbe allows eligible products to be returned within 14 days of delivery.

To qualify for a change-of-mind return, the product should:

  • be unused, unworn and undamaged;

  • be in a resalable condition;

  • have all original tags, labels, seals and protective materials intact;

  • include all accessories, manuals, components and complimentary items supplied with the product; and

  • where reasonably applicable, be returned in its original product packaging.

Shoes must be returned with their original shoe box. Please do not tape, write on, damage or attach courier labels directly to branded product packaging or shoe boxes.

We recommend trying footwear and clothing on indoors and taking reasonable care of products while deciding whether to keep them.

Once the returned product has been received and inspected, we will confirm whether the return has been accepted.

This voluntary 14-day return policy does not limit any statutory rights you may have.

2. Online Purchases and the ECTA Cooling-Off Period

Where section 44 of the Electronic Communications and Transactions Act applies to your online purchase, you may cancel a qualifying transaction within seven days after receiving the goods, without having to provide a reason and without penalty.

Where this statutory cooling-off right applies:

  • you must notify Verbe that you wish to cancel within the applicable seven-day period;

  • you may be responsible for the direct cost of returning the goods to Verbe; and

  • any refund due under this statutory right will be processed within the period required by applicable law.

Certain transactions and products are excluded from the ECTA cooling-off right, including categories specifically excluded under section 42 of ECTA.

Nothing in our voluntary return policy restricts any cooling-off right that applies to your purchase under ECTA.

3. Exchanges

If you purchased the wrong size or would prefer another eligible product, you may request an exchange within the applicable return period.

Exchanges are subject to:

  • the original item qualifying for return;

  • the requested replacement item being available; and

  • any applicable price difference.

If the replacement product costs more than the returned product, you will be required to pay the difference.

If the replacement product costs less, the applicable difference will be refunded.

Because stock can sell quickly, Verbe cannot guarantee that a requested size, colour or alternative product will remain available while your return is in transit.

Where an exchange cannot be completed, we may instead process an applicable refund.

4. Products That Cannot Normally Be Returned for Change of Mind

For hygiene, safety, health, personal-use or product-integrity reasons, certain products may not qualify for a change-of-mind return once opened, used, activated or unsealed.

These may include:

  • opened or used fragrances and beauty products;

  • opened cosmetics or personal-care products;

  • underwear or other intimate garments where applicable;

  • products that come into direct contact with the body where hygiene considerations reasonably prevent resale;

  • consumable products, including opened food, coffee or similar goods;

  • opened products with hygiene seals where the seal has been broken;

  • personalised, customised or specially ordered products;

  • goods that have been materially altered, installed, assembled or modified after delivery;

  • gift cards or similar non-returnable products where permitted by law; and

  • any product which, because of its nature and applicable law, cannot reasonably be returned once opened or used.

Important

These exclusions apply principally to change-of-mind returns.

They do not remove any rights you may have if a product is defective, unsafe, incorrectly supplied, materially different from its description, or otherwise protected by applicable consumer law.

5. Fragrance Returns

Because fragrances are personal-use products and their condition and authenticity depend heavily on the integrity of the packaging, special return conditions apply.

Unopened fragrance

An unopened fragrance may qualify for return where:

  • the outer wrapping or security seal remains intact;

  • the fragrance has not been opened, sprayed or used;

  • the packaging remains in its original saleable condition; and

  • the return otherwise qualifies under this policy or applicable law.

Opened or used fragrance

Once a fragrance has been opened, unsealed or used, it will generally not qualify for a change-of-mind return simply because:

  • you do not like the fragrance;

  • the fragrance smells different on your skin than expected;

  • you have changed your mind; or

  • you subsequently purchased or preferred another fragrance.

However, if the fragrance is defective, damaged, incorrectly supplied, materially not as described or otherwise subject to a statutory return right, please contact us and we will deal with the matter in accordance with applicable law.

6. Incorrect Products

If Verbe sends you a product that is different from the product you ordered, please contact us as soon as reasonably possible.

We may request photographs or other information to assist us in verifying the issue.

Where the incorrect product was supplied by Verbe, we will arrange the appropriate return at our cost and, subject to availability and applicable law, either:

  • send the correct product; or

  • issue the applicable refund.

You should not be required to pay return courier charges where the error was ours.

7. Products Damaged During Delivery

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, please contact us promptly at info@verbe.co.za and provide:

  • your order number;

  • a description of the damage;

  • photographs of the product;

  • photographs of the packaging where relevant; and

  • any other information reasonably required to investigate the matter.

Prompt notification helps us investigate courier damage and resolve the issue more efficiently.

Failure to notify us immediately does not remove any statutory rights you may otherwise have under South African law.

8. Defective or Faulty Products

All products supplied by Verbe are subject to applicable statutory consumer protections.

Under the Consumer Protection Act, consumers are entitled to receive goods that are, among other things:

  • reasonably suitable for the purpose for which they are generally intended;

  • of good quality;

  • in good working order;

  • free of defects; and

  • reasonably durable having regard to their nature and intended use.

Where a product fails to meet the standards required by the CPA within the applicable statutory period, including the six-month implied warranty period provided for under section 56 where applicable, the consumer may be entitled to return the product without penalty and at the supplier's risk and expense.

Where section 56 of the CPA applies, the consumer may choose between:

  • repair;

  • replacement; or

  • refund,

subject to the provisions and requirements of applicable law.

Verbe will not require a customer to accept a repair where South African consumer law gives that customer the right to choose another statutory remedy.

9. Products Repaired Under the CPA

Where Verbe or an authorised party repairs goods under circumstances covered by section 56 of the Consumer Protection Act, additional statutory protection may apply.

If, within the period prescribed by the CPA following the repair, the original defect has not been remedied or a further qualifying defect is discovered, the consumer may be entitled to a replacement or refund in accordance with the CPA.

10. What Is Not Normally Considered a Manufacturing Defect?

Subject always to your statutory rights, the following would generally not be regarded as manufacturing defects:

  • normal wear and tear;

  • damage caused by misuse or abuse;

  • accidental damage;

  • damage caused by failure to follow care or operating instructions;

  • unauthorised repairs or modifications;

  • damage caused by improper installation;

  • damage resulting from use of a product for a purpose for which it was not designed;

  • cosmetic wear arising from normal use; or

  • deterioration that is reasonable having regard to the nature, age and ordinary use of the product.

Each claim will be assessed on its particular circumstances.

Nothing in this section allows Verbe to reject a valid statutory claim simply by labelling an issue "wear and tear".

11. Electronics, Appliances and Technology Products

Products such as WHOOP devices, Sonos products, Smeg appliances, Dyson products, JURA machines, KitchenAid appliances and other electronics may also carry manufacturer or supplier warranties.

These warranties may provide rights in addition to the rights available under South African consumer law.

Where a product develops a fault, please contact Verbe before attempting to dismantle, repair, modify or open the product yourself.

Depending on the circumstances, Verbe may arrange an assessment by the relevant authorised service centre, distributor or manufacturer.

A manufacturer warranty does not replace or remove any statutory rights that you may have under applicable South African law.

12. Manufacturer and Extended Warranties

Some products may include a manufacturer's warranty extending beyond the statutory warranty period.

The duration and conditions of these warranties vary by brand and product.

Claims arising solely under a manufacturer's extended warranty may be subject to that manufacturer's warranty terms, exclusions and assessment process.

Verbe will provide reasonable assistance where appropriate.

Any additional manufacturer warranty operates alongside, and does not reduce, rights provided by applicable South African law.

13. Sale and Promotional Products

Unless specifically stated otherwise, products purchased on sale or promotion are not automatically excluded from returns merely because they were discounted.

Eligible sale items may be returned in accordance with this policy and applicable law.

However, where a product was sold at a reduced price because of a specific defect, imperfection, damaged packaging or condition that was clearly disclosed to you before purchase and accepted by you, you may not later claim that particular disclosed condition as an undisclosed defect.

Any other statutory rights remain unaffected.

14. Trying on Clothing and Footwear

Customers may reasonably try on clothing and footwear to determine fit.

Products should not be worn beyond what is reasonably necessary to determine suitability.

Examples of use that may prevent a voluntary change-of-mind return include:

  • wearing shoes outdoors;

  • visible sole wear;

  • stains, marks or odours;

  • washing garments;

  • removing permanent tags;

  • alterations;

  • excessive wear; or

  • damage caused while the item was in the customer's possession.

This does not affect valid claims involving defective or incorrectly supplied products.

15. Original Packaging

Please retain original packaging until you are satisfied that you intend to keep the product.

For voluntary returns, missing or damaged packaging may affect whether a product can reasonably be resold and may affect the return.

However, original packaging is not an absolute condition for exercising statutory rights relating to defective goodswhere the law does not make it such a condition.

Verbe will assess each statutory claim in accordance with applicable law.

16. Reasonable Use or Restocking Deductions

Where the Consumer Protection Act permits a supplier to impose a reasonable charge because returned goods have been used, consumed, depleted, damaged or require restoration before they can be restocked, Verbe reserves the right to apply such a charge where legally permissible.

Any such charge will:

  • be reasonable;

  • relate to the actual condition or use of the product;

  • be considered on a case-by-case basis; and

  • only be imposed where permitted by law.

Verbe does not impose a blanket percentage "restocking fee".

No such deduction will be used to undermine a consumer's statutory rights in respect of qualifying defective goods.

17. Return Courier Costs

Who pays the return cost depends on the reason and legal basis for the return.

Change of mind

For ordinary voluntary change-of-mind returns, the customer is generally responsible for the cost of returning the product to Verbe.

ECTA cooling-off returns

Where a customer exercises an applicable ECTA cooling-off right, the customer may be responsible for the direct cost of returning the goods as permitted by ECTA.

Incorrect, defective or qualifying statutory returns

Where Verbe supplied the incorrect item, or where applicable law requires the return to be at the supplier's risk and expense, Verbe will bear the reasonable return cost.

Please contact us before arranging your own courier for a defective or incorrect item so that we can provide the appropriate return instructions.

18. Refunds

Once your returned item has been received, we will inspect it and communicate the outcome of the return.

Approved refunds will generally be issued to the original payment method used for the order unless another method is required or agreed.

Bank and payment-provider processing times may vary.

Where legislation prescribes a particular refund period, Verbe will process the refund within that statutory period.

For qualifying cancellations under section 44 of ECTA, refunds will be dealt with within the period prescribed by ECTA.

Shipping charges will be refunded where required by applicable law.

Original delivery charges are not necessarily refundable for purely voluntary returns where the law does not require their refund.

19. Payflex and Other Payment Providers

Where your purchase was made using Payflex or another third-party payment facility, approved refunds may also be subject to the payment provider's processing procedures.

Verbe will submit an approved refund through the appropriate payment channel.

Any statutory rights against Verbe remain unaffected by the use of a third-party payment provider.

20. Gifts and Promotional Items

Where a complimentary gift was supplied as part of a promotion linked to your purchase, Verbe may require that promotional gift to be returned together with the qualifying product where the purchase is voluntarily cancelled or returned in full.

If the promotional item has been used, consumed or is not returned, Verbe may deal with the promotional benefit in a reasonable manner where permitted by law.

This provision will not be applied in a way that limits statutory remedies for defective goods.

21. How to Request a Return or Exchange

To request a return or exchange, email:

info@verbe.co.za

Please include:

  • your full name;

  • your Verbe order number;

  • the product you would like to return;

  • the reason for the return or exchange; and

  • photographs where the product is damaged, defective or incorrect.

Our customer service team will provide the relevant return instructions.

Please do not send a return without first contacting us, as this may delay processing.

However, this administrative requirement will not be used to defeat a statutory right where you have otherwise validly exercised that right.

22. Returning Your Parcel

Please package returned goods securely.

Where applicable:

  • place the product inside suitable protective courier packaging;

  • include all parts and accessories;

  • place shoe boxes or branded boxes inside an outer courier bag or box; and

  • do not apply courier labels or tape directly to branded retail packaging.

Customers remain responsible for goods being returned at their risk where applicable law places the return risk on the customer.

Where applicable law places the return at Verbe's risk and expense, Verbe will provide the relevant collection or return arrangements.

23. Cancelling an Order Before Dispatch

If you would like to cancel an order before it has been dispatched, please contact us as soon as possible at info@verbe.co.za.

If the order has not yet entered the dispatch process, we will endeavour to cancel it and process the appropriate refund.

If the order has already been dispatched, the applicable returns procedure will generally apply.

Any statutory cancellation rights remain unaffected.

24. Products Purchased From Another Retailer

This policy applies to products purchased directly from Verbe.

If you purchased a Verbe-branded product from another authorised retailer, your initial return should generally be directed to the retailer from whom you purchased it, subject to applicable consumer law.

25. Fair Assessment of Returns

Verbe reserves the right to inspect returned products to determine:

  • whether the product qualifies for a voluntary return;

  • whether damage arose from use, misuse or a manufacturing defect;

  • whether all components are present; and

  • which return or warranty process applies.

An inspection does not remove or delay a statutory remedy where the customer's entitlement has been established under applicable law.

Where a technical assessment is reasonably required, we will endeavour to complete it within a reasonable period.

26. Your Statutory Rights

This policy is intended to operate consistently with South African law, including the:

Consumer Protection Act 68 of 2008; and
Electronic Communications and Transactions Act 25 of 2002.

Nothing contained in this policy should be interpreted as excluding, restricting or waiving a consumer right that may not lawfully be excluded, restricted or waived.

Where any provision of this policy conflicts with a mandatory provision of South African consumer law, the applicable law will prevail.

27. Contact Verbe

If you have any questions regarding a return, exchange, refund or product warranty, please contact:

Verbe Customer Care
Email: info@verbe.co.za

Please include your order number whenever possible so that we can assist you efficiently.