VeldPro™ Returns, Refunds & Exchanges Policy

Last updated: 15 October 2026

At VeldPro™, we want you to be confident in every purchase. If something is wrong with your order, your product is defective, or you wish to return an item, this policy explains how to request assistance.

This policy applies to purchases made through the VeldPro™ online store in South Africa and must be read together with our Terms and Conditions and applicable South African consumer protection laws.

Nothing in this policy limits or excludes any consumer right that cannot lawfully be limited or excluded under South African law.

1. Your Statutory Consumer Rights

VeldPro™ complies with the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and other applicable South African laws.

Depending on the circumstances, you may have rights relating to defective goods, goods that do not match their description, incorrect deliveries, unsuitable goods, and cancellation of qualifying online transactions.

Where this policy conflicts with a mandatory legal right, the applicable law takes precedence.

2. Defective, Faulty or Unsafe Products

If a product purchased from VeldPro™ is defective, unsafe, damaged due to a product fault, or fails to meet the applicable statutory quality requirements, please contact us as soon as reasonably possible.

Under section 56 of the CPA, consumers generally have the right to return goods that fail to satisfy the requirements of section 55 within six months of delivery. Where the statutory requirements are met, the consumer may choose a repair, replacement, or refund, subject to the applicable legal provisions.

For eligible returns, VeldPro™ will arrange the appropriate remedy in accordance with the law.

Examples may include:

• A mini air pump that does not operate as described.

• A tool that has a manufacturing defect.

• A spot welder that fails because of an inherent product fault.

• A product supplied with missing components that should have been included.

• A product that does not perform as reasonably required by its description or applicable legal standards.

The six-month statutory protection is not a blanket guarantee against every type of damage. It does not automatically cover ordinary wear and tear, misuse, accidental damage, unauthorised modifications, or damage caused by using a product contrary to its instructions, where the applicable law permits those exclusions.

VeldPro™ will assess reported problems fairly and in accordance with the law. We will not reject a legitimate statutory claim solely because the original packaging is missing.

3. Change-of-Mind Returns for Online Purchases

For qualifying electronic transactions, section 44 of ECTA generally gives consumers seven days after receiving the goods to cancel without giving a reason or incurring a cancellation penalty. The direct cost of returning the goods may be charged to the consumer.

To request a change-of-mind return under this provision:

1. Contact VeldPro™ in writing within the applicable seven-day period.

2. Include your order number and the product you wish to return.

3. Follow the return instructions provided by our support team.

4. Package the product securely and return it within the period required by law.

Where reasonably possible, please return the product with its accessories, manuals, protective materials and original packaging.

We encourage customers to keep products unused and in good condition while deciding whether to retain them. However, we will assess each return according to the applicable legal requirements, including any permitted exceptions and charges.

The statutory right under ECTA does not apply to every category of goods or transaction. Any applicable statutory exceptions will be assessed in accordance with the law.

4. Additional Voluntary Change-of-Mind Returns

In addition to statutory rights, VeldPro™ may consider requests for unwanted products outside the statutory cooling-off period at our discretion.

Unless otherwise required by law, a voluntary return may be considered where:

• You contact us within 14 days of delivery.

• The product is unused and in resalable condition.

• All supplied components, accessories and manuals are included.

• The product has not been damaged through handling or use beyond what is reasonably necessary to inspect it.

• The product is not excluded from voluntary change-of-mind returns under a lawful restriction disclosed to the customer.

Please note that this additional voluntary arrangement is not a replacement for, or restriction of, your statutory rights.

Where a voluntary return is approved, VeldPro™ will confirm any applicable return-shipping costs and refund or exchange arrangements before the return proceeds.

5. Incorrect, Missing or Damaged Deliveries

Please inspect your delivery when it arrives.

If you receive the wrong product, a parcel with missing items, or goods damaged during delivery, contact us as soon as reasonably possible.

Please provide:

• Your order number.

• A description of the problem.

• Photographs of the product, packaging and shipping label, where available.

Photographs help us investigate the matter with our fulfilment or courier partners. However, the absence of photographs will not automatically remove a consumer's rights under applicable law.

Where VeldPro™ is responsible for supplying an incorrect item or resolving a qualifying delivery problem, we will arrange an appropriate remedy and deal with the associated costs as required by law.

Please do not discard damaged packaging until the matter has been assessed, if it is safe and practical to retain it.

6. Product Misuse, Accidental Damage and Excluded Damage

VeldPro™ products should be used in accordance with the manufacturer's instructions, stated specifications, safety warnings and intended purpose.

To the extent permitted by law, VeldPro™ is not responsible for damage caused by:

• Accidental drops, crushing or impact.

• Improper storage or exposure to unsuitable conditions.

• Water or moisture exposure where the product is not rated for it.

• Incorrect voltage, incompatible accessories or unsuitable power supplies.

• Overloading, overheating or operating equipment outside its specified limits.

• Unauthorised repairs, alterations or modifications.

• Normal wear and tear or the depletion of consumable components.

These exclusions apply only where the relevant circumstances justify them under the law. They do not exclude liability for an underlying manufacturing defect, a misleading product description, or another matter for which VeldPro™ remains legally responsible.

For safety reasons, customers must stop using a product if it appears unsafe or develops a potentially dangerous fault.

7. Return Authorisation and Shipping

Please contact VeldPro™ before sending a product back so that we can provide the correct return instructions.

Do not send goods to an address that has not been confirmed by our support team.

For approved returns, we will explain the applicable procedure and whether the customer or VeldPro™ is responsible for return shipping, in accordance with the reason for the return and the applicable law.

For example:

• Eligible change-of-mind cancellation under ECTA: The customer may be responsible for the direct cost of returning the goods.

• Qualifying defective goods or incorrect deliveries: VeldPro™ will cover or arrange the applicable return costs where required by law.

• Voluntary returns outside statutory rights: Return shipping may be the customer's responsibility if this is lawful and disclosed before approval.

Customers should use suitable packaging and retain proof of postage or collection until the matter is resolved.

Nothing in this section transfers a statutory risk or cost to the customer where the law places that responsibility on VeldPro™.

8. Refunds and Processing

Once a return has been received and assessed, VeldPro™ will process the applicable refund or other remedy within the period required by law.

Where no specific statutory period applies, we aim to process approved voluntary refunds within 5–10 business days after approval. Your bank, card provider or payment service may require additional time to reflect the funds in your account.

Refunds will generally be issued using the original payment method where reasonably possible and lawful.

The amount refunded, including any applicable delivery charges, will be determined by the relevant statutory right or agreed voluntary return arrangement.

For example, ECTA section 44 requires qualifying refunds to be made within 30 days of cancellation. Other statutory remedies may be subject to different requirements.

We will not deduct a restocking fee, impose a cancellation penalty, or make a deduction from a refund where such a charge is prohibited by law.

9. Exchanges

If you would prefer a different product, contact us to enquire about an exchange.

Exchanges depend on product availability and whether the proposed exchange is permitted under the applicable legal requirements.

Where goods are defective or another statutory remedy applies, VeldPro™ will honour the consumer's applicable legal rights rather than treating an exchange as the only available remedy.

10. Product Warranties and Guarantees

Any manufacturer's warranty or additional VeldPro™ guarantee will be subject to its disclosed terms, provided those terms comply with South African law.

A manufacturer's warranty does not remove or replace statutory consumer rights.

Customers should retain their order confirmation and any warranty documentation supplied with the product.

11. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, contact us as soon as possible with your order number.

We will make reasonable efforts to stop fulfilment where the order has not yet been dispatched. If the order has already been dispatched, the applicable statutory cancellation and return procedures will apply.

Nothing in this section removes any cancellation right available under law.

12. How to Request a Return or Refund

To start a return or report a product issue, contact us using the details below.

Store: VeldPro™

Email: [Insert your customer support email address]

Website: [Insert your Shopify store URL]

Please include your order number, the product name, the reason for your request, and any relevant supporting information.

We aim to acknowledge enquiries within two business days and will communicate the next steps as soon as reasonably possible. This is a service target, not a limitation on any statutory deadline or remedy.

13. Complaints and Disputes

If you are unhappy with the handling of your request, please contact us first so that we have an opportunity to investigate and resolve the matter.

Nothing in this policy prevents you from exercising your legal rights or referring an eligible complaint to the appropriate South African consumer protection body, ombud or other competent authority.

14. Policy Updates

VeldPro™ may update this policy from time to time to reflect changes to our products, operations or applicable law.

The version published on our website will identify its latest update date. Changes will not retrospectively remove rights that have already accrued to a consumer.

15. Contact Us

For questions about returns, refunds, exchanges or product faults, contact:

VeldPro™ Customer Support

Email: [Insert your customer support email address]

Website: [Insert your Shopify store URL]

We appreciate your business and are committed to resolving legitimate product and order concerns fairly, consistently and in accordance with South African law.