Refund policy

Return Policy

We take pride in our products and hope that you will be most satisfied with your purchase. If you are not completely satisfied, please consider the options below.

Kindly note that this policy forms part of theVLVLK Group (Pty) Ltd Terms & Conditions of Service, and words defined in those terms have the same meaning in this policy unless the context indicates otherwise.

Before dispatching the products, all products will be meticulously checked byVLVLK Group (Pty) Ltd. Should there nevertheless be reason for a complaint about a product, please emailVLVLK Group (Pty) Ltd at enquiries(at)vlvlk.com, explaining the complaint.VLVLK Group (Pty) Ltd will react by telephone or email.VLVLK Group (Pty) Ltd will consider if the complaint is just. In that case we will refund at most the amount paid including the transportation costs.VLVLK Group (Pty) Ltd cannot be held responsible for any direct or indirect damages occurring in any way after the products have been delivered. This applies to the customer as well as any third parties.

An agreement will be reached by any order-confirmation sent by email to the customer byVLVLK Group (Pty) Ltd. We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from the product being unavailable from stock or our inability to obtain authorization of payment.

1. Unwanted Products & Exchanges

Products may be exchanged or returned to us by sending the product to our address below, provided that all the following conditions are met: The Product:

  1. is undamaged and unused, with the original labelling still attached;
  2. is in its original, undamaged packaging;
  3. is not missing any accessories or parts;
  4. is not listed in Section 3 as ineligible for return;
  5. is returned toVLVLK Group (Pty) Ltd
  6. within 30 days of purchase (or within 7 days of purchase for products bought on

sale) Unless the purchaser wishes to return or exchange the product because it is what was expected in respect of what could be reasonably inferred from its appearance and description on our web store, the cost of sending the product to Southern Art Ceramics shall be borne by the purchaser.

 After 30 days (or 7 days for products bought on sale), a product may only be returned or exchanged if it is defective, within 6 months of receipt, and where that defect was not brought about through damage caused to the product. In the case of defect, please see Section 5.

After inspection and if the product is accepted for return, we will issue a voucher to the value of the product's purchase price, or refund if preferred. We reserve the right to refuse a return if the product sent to us is in a damaged or unsaleable condition or missing any parts.

VLVLK Group (Pty) Ltd has made every effort to inform customers as accurately as possible about their products. If a product is nevertheless unsatisfactory, it may of course be returned. Reduced articles cannot be returned or exchanged.

The products ofVLVLK Group (Pty) Ltd are unique pieces, mostly handicrafts and handmade.

Therefore they can differ from each other. Irregularities and shape unevenness are part of the product's charm and a sign of traditional craftsmanship. They cannot be considered a product fault.

VLVLK Group (Pty) Ltdhas made every effort to display the product as accurately as possible.

However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.

In the case where the customer wants to return a purchase the customer must informVLVLK Group (Pty) Ltd by email to enquiries(at)vlvlk.com within 14 days of receiving the products. In this email the customer must state which product(s) he/she is emailing about, and the reason that he/she wishes to return the product(s).

The customer is responsible for the cost of returning the products. Products must be returned fully stamped. OtherwiseVLVLK Group (Pty) Ltd will not accept the product(s). If returning a purchase through Post, you must acquire a shipping receipt from the post-office you are sending it from. This is proof for VLVLK Group (Pty) Ltd that you have actually sent the package.VLVLK Group (Pty) Ltd reserves the right to refuse to handle, or compensate lost returns without a receipt. If you return a product because it has become damaged during transport or it does not meet quality requirements, then of courseVLVLK Group (Pty) Ltd will reimburse the return costs. The product(s) must be returned in their original condition, undamaged and in the original packaging. Returned items must be intact, in perfect condition and ready to be resold. The amount paid will be refunded within 30 days.

2. Incorrect Orders

If the incorrect product is delivered, or if the product received does not reasonably match the description given from its presentation and description on the website, please notify us right away, in order for us too collect the incorrect product at no charge. After inspecting the product and validating the return, we will re-deliver the correct product as soon as is possible and if the correct product is available, or issue a credit with the purchase price of the product, or a refund if preferred.

Please note: that incorrect products which have been used or damaged may be refused for return or exchange, and that the 5 conditions for return as set out in Section 1 above shall apply in the case of incorrect orders also.

3. Products not eligible for return or exchange

The following shall not be eligible for a refund, exchange or credit:

 Cut fabric sold by the metre (unless the product contains a material defect as described in Section 5)

 Products marked “Sale” or “Final Sale”;

 Damaged or used products;

 Vouchers and coupons.

4. Products damaged on delivery

Should a product be damaged at the time of delivery or collection, please notify us right away by contacting us via our website's contact page. We will arrange for the damaged product to be collected at no charge, and after we have inspected the product,we will arrange to replace the product as soon as possible, or issue a credit to the value of the purchase price if no replacement is possible, or issue a refund if preferred.

5. Defective Products

A product is deemed defective if a material imperfection or flaw exists in the product's materials and components or in its manufacture, which makes the product less acceptable than what one would be reasonably entitled to expect.

The following will not be regarded as defects and will not entitle the purchaser to a return under

Section 5:

 Faults resulting from normal wear and tear;

 Damage arising from negligence, abuse by the user, or incorrect usage of the product;

 Damage arising from electrical power surges or sea air corrosion;

 Damage arising from overexposure to sunlight;

 Damage arising from failure to adequately care for the product;

 Damage arising from alterations made to the product;

 Where the specifications of the product, while accurately described on the website, or the

intended use of the product, do not suit the purchaser's own expectations or intended use.

6. Charges

If a product is returned to us, for whatever reason as contemplated in the above sections, but not all products or accessories or parts of the purchase are returned, Southern Art Ceramics reserves the right to refuse the return, or only to replace the items returned, or to estimate the value of the missing goods and issue a credit or refund in respect only of the returned item(s). Additionally if a product is returned to us which does not comply with the above sections of this policy, Southern Art Ceramics shall not bear the cost of having the product collected from or returned to the purchaser.