Returns & refunds
Straightforward support when something is not right.
Effective 1 November 2026 · South Africa
Request a return
Email info@vektta.co.za with your reference, the item and what is wrong or what you would like to return. Photos are helpful if available. We review the request, confirm the appropriate return or collection, then arrange the agreed repair, replacement or refund. Please contact us before sending a large item to our address. We keep you informed of the next step; a request for information does not remove your return rights.
Changed your mind?
For eligible standard online purchases, tell us within seven days of receiving your item if you wish to cancel. You do not need to give a reason. You pay only the direct return transport cost, and we refund your payment within 30 days of cancellation. Custom-made and personalised items are handled as described below.
Custom-made and personalised items
Items made to your specific dimensions or personalised for you are not eligible for a change-of-mind return under the seven-day online cooling-off period. We confirm custom specifications and cancellation terms before you accept the quote. Standard catalogue items are not automatically treated as custom simply because they are made after ordering. If you need to cancel, contact us promptly. We will explain any work completed and any fair, permitted costs in writing; deposits are not automatically forfeited.
Faulty or defective items
If an item is faulty, unsafe or does not meet the required quality standard within six months of delivery, contact us to arrange a return at our risk and expense. You may choose a repair, replacement or refund. If a repair does not resolve the problem, or another defect appears within three months of that repair, we will replace the item or refund you. These protections also cover custom-made items. Any longer warranty and other rights you have continue to apply.
Damaged or incorrect deliveries
Please inspect your delivery and let us know promptly about damage, missing parts or an incorrect item. Keep the packaging and take photos where possible to help us investigate. Missing packaging or a delay in reporting does not automatically invalidate a claim. Damage caused by misuse, unauthorised changes or care contrary to our instructions is assessed separately and fairly.
Refunds and cancellations
We confirm the refund amount, method and timing in writing and normally refund the original payment method. Store credit is offered only with your agreement. For eligible advance-order cancellations, any charge must be reasonable and take account of the notice given, work involved and ability to resell; no charge applies where the protected person cannot proceed because of death or hospitalisation. Genuine special orders are considered separately under the terms agreed. Nothing here limits your remedies for non-delivery or an incorrectly supplied item.