01An important note on custom-branded products

Most of the products we supply are decorated with your logo or custom artwork. This has direct implications for returns:

This does not affect your rights when something has actually gone wrong — see below.

02When you can return goods

You may return goods to us (or claim a remedy without returning them) where:

• The goods are damaged in transit — clear damage on arrival, before normal use
• The goods are defective — they don't work as described, fail prematurely under normal use, or have manufacturing faults
• The branding doesn't match the approved mockup — clear material difference from the artwork you signed off
• We sent the wrong product — quantity, item or specification different from what was agreed in your order confirmation

03How to claim

If anything from section 2 applies:

• Email us at accounts@vics.co.za within 7 working days of receiving the order
• Include your order reference, photos of the issue and a short description of what is wrong
• Don't dispose of any damaged packaging until we've confirmed how to proceed — we may need to claim with the courier
• We'll respond within one working day with the next step

04What happens once we receive your claim

Depending on the issue, we will:

• Replace the affected items at no further cost to you
• Repair them, if practical and acceptable to you
• Refund the affected items if replacement or repair isn't viable

Refunds are made via the same payment method used for the original purchase, within 14 working days of approval.

05Goods that arrive late

If we have failed to deliver within the period communicated in your quote or order confirmation, please let us know. You may elect to:

• Wait for delivery (sometimes the best route if it's a stock or courier delay being resolved)
• Cancel the affected portion of the order for a refund, provided the production process hasn't already started

06Signing for your delivery

We require a signature on delivery to the address you nominated. If you are unavailable, you may instruct the driver — when they call — to leave the parcel with someone you trust, or with reception at a business address. Once a parcel has been signed for, we cannot be responsible for loss of contents.

07Your statutory rights

Nothing in this Returns Policy limits any rights you have under the Consumer Protection Act, 2008 (where applicable), the ECT Act or any other South African legislation. If a provision in this policy conflicts with a statutory right you are entitled to, the statutory right prevails.