Vayro™ Returns, Refunds and Exchanges Policy

Last Updated: 10 August 2026

At Vayro™, we want you to be satisfied with your purchase. We sell DIY tools, equipment, accessories and related products to customers throughout South Africa.

This policy explains how Vayro™ handles returns, refunds, exchanges and product-related complaints.

This policy applies to purchases made through the Vayro™ online store.

Vayro™ operates as a sole proprietorship under:

Jan Albert Brits, trading as Vayro™

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded, restricted or waived under South African law.

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

1. Defective, Unsafe or Poor-Quality Products

Vayro™ recognises the statutory rights provided to consumers under the Consumer Protection Act 68 of 2008 ("CPA").

Where applicable, goods may be returned within the statutory period where they fail to satisfy the applicable requirements relating to quality, safety, durability or fitness for purpose.

Where the statutory requirements are met, the consumer may have the right to choose the applicable remedy provided by law, which may include:

1. repair of the product;
2. replacement of the product; or
3. a refund.

Where a statutory return applies, Vayro™ will process the matter in accordance with applicable law.

Vayro™ will not impose a blanket "repair only" policy where the CPA gives the consumer a statutory choice of remedy.

2. Product Assessment

Where a customer reports a product fault or defect, Vayro™ may reasonably inspect or test the product to determine the nature and cause of the reported problem.

The assessment may consider:

• the product's intended purpose;
• product specifications;
• operating conditions;
• instructions and warnings supplied with the product;
• visible damage;
• normal wear and tear;
• accessories used;
• compatibility;
• evidence of modification;
• evidence of unauthorised repair;
• maintenance;
• and how the product was used.

The purpose of an assessment is to determine the nature and cause of the reported problem.

An assessment will not be used to unlawfully remove or restrict a consumer's statutory rights.

3. Normal Wear and Tear

DIY tools contain components that naturally wear through ordinary use.

Depending on the product, these may include:

• drill bits;
• blades;
• cutting components;
• sanding components;
• grinding components;
• abrasive components;
• brushes;
• belts;
• seals;
• filters;
• batteries;
• battery contacts;
• chargers;
• attachments;
• fasteners;
• and other consumable or wear components.

Normal deterioration resulting from ordinary use does not automatically constitute a manufacturing defect.

Where a component was defective when supplied or otherwise fails to satisfy applicable legal requirements, the consumer's statutory rights remain unaffected.

4. Misuse and Incorrect Use

Vayro™ tools must be used for their intended purposes and in accordance with the applicable product specifications, instructions, warnings and safety information.

A failure caused by misuse, abuse or operation outside the product's intended specifications may not constitute a product defect.

Examples include:

• using excessive force;
• exceeding the tool's stated capacity;
• using the tool for an unsuitable application;
• using incompatible accessories;
• using an incorrect battery, charger or power source;
• operating the tool contrary to its instructions;
• exposing a product to water or other liquids where it is not designed for such exposure;
• using the product in unsuitable conditions;
• failing to perform required maintenance;
• or continuing to use a product after a serious fault or warning sign has become apparent.

This section does not exclude any statutory right that may apply.

5. Accidental Damage

Damage caused by an accident after delivery may not constitute a manufacturing defect.

Examples include:

• dropping the tool;
• impact damage;
• crushing;
• water damage;
• fire;
• electrical surges;
• incorrect electrical supply;
• improper storage;
• accidental breakage;
• damage caused during customer-arranged transportation;
• or other accidental events.

The circumstances and cause of the damage will be considered when assessing the reported problem.

6. Unauthorised Modification or Repair

Customers should not modify, dismantle or attempt to repair Vayro™ products unless expressly permitted by the applicable product instructions.

Unauthorised modification or repair may affect whether a subsequent failure qualifies as a product defect, particularly where the modification or repair caused or contributed to the reported problem.

Examples include:

• modifying electrical wiring;
• bypassing safety features;
• altering battery connections;
• replacing components with incompatible components;
• modifying the product housing;
• opening sealed components;
• or performing unauthorised repairs.

Nothing in this section removes a statutory right that cannot legally be excluded.

7. Change-of-Mind Returns

Vayro™ does not provide an unrestricted automatic right to return a product simply because a customer changes their mind.

Examples include:

• no longer wanting the product;
• deciding not to complete a project;
• ordering the wrong product;
• choosing the wrong size or model;
• finding a cheaper alternative;
• deciding that the product is unsuitable for a project where the product was correctly described;
• or purchasing an accessory that is incompatible with equipment that was not identified as compatible.

However, statutory cancellation or cooling-off rights may apply in certain circumstances, including qualifying electronic transactions.

Where no statutory right applies, Vayro™ may accept a voluntary change-of-mind return subject to the conditions below.

8. Voluntary Change-of-Mind Returns

Where Vayro™ accepts a voluntary change-of-mind return, the following conditions generally apply:

• The request must be made within 14 days of delivery.
• The product must be unused.
• The product must not have been operated.
• The product must not have been assembled or installed.
• The product must not have been modified.
• The product must not have been damaged.
• All original components and accessories must be included.
• The product should be returned in its original packaging where reasonably possible.

Vayro™ may refuse a voluntary change-of-mind return where these conditions are not met.

The customer may be responsible for the reasonable cost of returning a product under a voluntary change-of-mind return.

This section does not limit any statutory consumer right.

9. Online Cooling-Off Rights

Certain electronic transactions may be subject to statutory cooling-off rights under the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

Where a statutory cooling-off right applies, Vayro™ will honour that right in accordance with applicable legislation.

The statutory cooling-off provisions contain exceptions, and the existence and application of a cooling-off right depends on the circumstances of the transaction.

10. Incorrect Product Supplied

If Vayro™ sends you a materially different product from the product ordered, please contact us as soon as reasonably possible.

This may include:

• the wrong tool;
• the wrong model;
• the wrong size;
• the wrong quantity;
• or an order missing an advertised component.

Where the error was made by Vayro™, we will arrange an appropriate remedy and the applicable return process.

11. Product Not as Described

Vayro™ takes reasonable steps to ensure that product descriptions and specifications are accurate.

If you believe that a product materially differs from its description or agreed specifications, please contact Vayro™.

Minor variations in colour or appearance caused by lighting, photography, display settings or manufacturing variations will not necessarily constitute a defect where the product otherwise corresponds with its description.

12. Delivery Damage

Please inspect your package and product as soon as reasonably possible after delivery.

If your product appears to have been damaged during delivery, please contact Vayro™ promptly.

Please provide:

• your order number;
• photographs of the outer packaging;
• photographs of the internal packaging;
• photographs of the damaged product;
• and a description of the damage.

Please retain the packaging until the matter has been resolved.

13. Missing Parts or Accessories

If your order is missing a component, accessory or item advertised as included, please contact Vayro™.

We may request photographs of the package and its contents.

Where appropriate, Vayro™ may supply the missing component, replace the affected product or provide another remedy required by law.

14. Incorrect Product Ordered by the Customer

Customers are responsible for checking product descriptions, dimensions, specifications and compatibility information before placing an order.

If the product supplied is the product that was ordered but the customer later determines that it is unsuitable for their project, this will generally be treated as a change-of-mind or incorrect-order situation rather than a defective-product claim.

Where no statutory right applies, the return will be subject to the applicable voluntary return conditions.

15. Batteries and Electrical Components

Where products contain batteries, chargers or electrical components, they must be used in accordance with the applicable instructions and specifications.

Damage caused by incompatible batteries, chargers, power supplies, adapters, electrical modifications, liquid exposure or incorrect use may not constitute a product defect.

Customers should immediately stop using any product showing signs of serious overheating, smoke, burning, swelling, sparks or another potentially dangerous condition and contact Vayro™.

16. Customised or Special-Order Products

Products made, modified or sourced specifically according to a customer's specifications may not qualify for voluntary change-of-mind returns.

Where applicable law provides an exception for customised or personalised products, Vayro™ may rely on that exception.

Statutory rights relating to defective, unsafe or incorrectly supplied goods remain unaffected.

17. Sale and Clearance Products

Products purchased during a sale, clearance or promotional period are not automatically excluded from statutory consumer rights.

Where a statutory remedy applies, those rights remain available.

Where a product is specifically sold with a disclosed condition or imperfection and the customer knowingly accepts the product in that condition, the applicable legal consequences will apply.

18. Return Procedure

To request a return, contact:

Email: vayrotools@gmail.com

Please provide:

1. Full name;
2. Order number;
3. Date of purchase;
4. Product name;
5. Reason for the return;
6. Description of the issue;
7. Photographs where relevant;
8. Video evidence where useful.

Vayro™ may request additional reasonable information where necessary to assess the return.

Do not dismantle, modify or attempt to repair a product that you intend to return without first contacting Vayro™.

19. Return Shipping

Where applicable law requires Vayro™ to bear the risk and expense of returning qualifying goods, Vayro™ will arrange or cover the applicable return process.

For voluntary change-of-mind returns accepted by Vayro™, the customer may be responsible for the return delivery cost.

Customers should package returned products appropriately to prevent damage during transportation.

20. Refunds

Where a refund is legally required or otherwise approved by Vayro™, the refund will generally be made using the original payment method where reasonably possible.

The time required for the refund to appear may depend on the relevant payment provider or financial institution.

Where legislation prescribes a specific refund period or procedure, the applicable statutory requirement will apply.

21. Repairs and Replacements

Where a repair or replacement is selected as the applicable remedy, Vayro™ will process the matter in accordance with applicable law.

Where the CPA gives the consumer a choice of remedy, Vayro™ will not unlawfully substitute its preferred remedy for the consumer's statutory choice.

22. Fraudulent or Abusive Claims

Vayro™ reserves the right to investigate suspected fraudulent or dishonest return claims.

Examples include:

• deliberately damaging a product and claiming it was defective;
• returning a different product;
• removing components;
• concealing modifications;
• submitting falsified photographs or videos;
• or knowingly providing false information.

This clause does not permit Vayro™ to refuse a legitimate statutory remedy.

23. Proof of Purchase

Vayro™ may request reasonable proof of purchase, including:

• order number;
• invoice;
• receipt;
• payment confirmation;
• or other reasonable transaction information.

24. Manufacturer Warranties

Some products may include a manufacturer's warranty.

A manufacturer's warranty may provide additional rights, but it does not replace or unlawfully restrict statutory consumer rights.

Where appropriate, Vayro™ may assist customers with a manufacturer warranty claim.

25. No Waiver of Statutory Rights

Nothing in this policy:

• excludes the Consumer Protection Act;
• excludes ECTA where applicable;
• excludes a statutory warranty;
• removes a statutory remedy;
• permits misleading conduct;
• or requires a consumer to waive a right that cannot legally be waived.

If any provision is found to be unlawful or unenforceable, that provision will be applied only to the extent legally permitted or severed where necessary. The remaining provisions will continue to apply.

26. Governing Law

This policy is governed by the laws of the Republic of South Africa.

27. Contact Details

Vayro™

Legal Operator: Jan Albert Brits, trading as Vayro™
Email: vayrotools@gmail.com
Telephone: 082 845 6381
Physical Address: 343 Sardinia Bay Rd, Lovemore Park, Gqeberha, 6070
Country: South Africa