How we ship. How you return.

1. Shipping & Delivery

Dispatch times

Catalog orders are dispatched from Cape Town, South Africa within 2 business days of payment confirmation. Orders placed on weekends or public holidays are processed on the next business day. Marketplace items (sold by independent collectors) are shipped directly by the seller, and dispatch times may vary.

Shipping methods & carriers

• Local (South Africa): Aramex or The Courier Guy with full door-to-door tracking. Typical delivery time is 2–5 business days from dispatch.
• International: DHL Express or FedEx, fully insured for the declared value. Typical delivery time is 5–10 business days, depending on the destination country and customs clearance.

Shipping costs

Shipping is calculated at checkout based on the total weight of your order and the delivery address. You will see the exact shipping cost before confirming payment. Free shipping may be offered on qualifying orders — this will be displayed at checkout when applicable.

Customs, duties & taxes

For international orders, import duties, VAT, and customs fees are determined by the destination country and are the buyer's responsibility. We declare the actual item value on all customs forms. We do not mark items as "gifts" or under-declare values.

Tracking your order

Once your order is dispatched, you will receive an email with your tracking number and a link to track your parcel. You can also contact us at any time for a delivery status update.

Risk in transit

All catalog shipments include tracking and insurance for the declared value. Once a parcel is handed to the courier, the risk of loss or damage in transit passes to the buyer. We pack every item carefully to minimise the risk of damage, but we are not liable for courier handling errors once the parcel is in the courier's possession.

2. Returns & Exchanges

Your right to return

In terms of the South African Consumer Protection Act 68 of 2008, you have the right to return goods within 6 months of purchase if the goods are found to be defective, unsafe, or not of good quality.

Additionally, in terms of the Electronic Communications and Transactions Act 25 of 2002, you may cancel an online purchase within 7 days of receiving the goods and return the goods at your cost, provided the goods are in their original, unused, and undamaged condition.

Catalog item returns

Secondhand items bought directly from the Ruggas Vault catalog can be returned within 7 days of delivery if they are unused and in their original condition with all tags and packaging intact. The buyer pays return shipping unless the item was materially different from its description or was defective.

Marketplace item returns

Items bought through the marketplace from independent collectors are subject to the individual seller's return policy. We recommend confirming the return policy with the seller before completing your purchase. The Vault acts as a facilitator, not a guarantor, for marketplace transactions.

How to initiate a return

To initiate a return or exchange, please contact us via email or phone within the applicable period. You will be required to provide:

• Your order number;
• A description of the reason for the return;
• Photos of the item (for defective or damaged goods).

Refund processing

Once we have received and inspected the returned goods, we will notify you of the outcome. If approved, refunds will be processed within 7 to 14 business days to your original payment method via PayFast.

Refunds are issued to the original payment method used at checkout. If the original payment method is no longer available, we will contact you to arrange an alternative.

3. Non-returnable items

In accordance with the Consumer Protection Act and general principles of South African consumer law, the following items may not be returned or exchanged, unless they are found to be defective, unsafe, or not of good quality:

• Items that have been used, washed, worn, or damaged after delivery;
• Items returned without their original tags, packaging, or accessories;
• Underwear, swimwear, or intimate apparel (for hygiene reasons), unless defective;
• Pierced jewellery or body jewellery (for hygiene reasons), unless defective;
• Perishable goods, including food or items with a limited shelf life;
• Hazardous materials or flammable liquids or gases;
• Custom-made, personalised, or bespoke items made to your specifications;
• Sealed items that have been opened after delivery where the return is unsuitable for health or hygiene reasons (e.g. sealed sports equipment, mouth guards, or protective gear that has been used);
• Items marked as "final sale", "clearance", or "non-returnable" at the time of purchase.

The above exclusions do not affect your statutory rights under the Consumer Protection Act in respect of defective goods. If a product is defective, you retain the right to return it regardless of the above.

4. Order cancellations

You may cancel an order before it has been dispatched by contacting us as soon as possible. Once an order has been dispatched, it cannot be cancelled and must instead be returned in accordance with this policy.

RuggasVault reserves the right to cancel orders due to stock unavailability, pricing errors, or suspected fraudulent activity. In such cases, a full refund will be issued promptly to your original payment method via PayFast.

5. Contact us

If you have any questions about shipping, delivery, returns, or exchanges, please contact us:

• Business: RuggasVault
• Physical Address: 555 Airesdale Street, Garsfontein, Gauteng
• Email: info@ruggasvault.co.za
• Phone: 084 832 1250
• Website: www.ruggasvault.co.za

6. Payment processor

Payments are processed securely by PayFast (Pty) Ltd. RuggasVault does not store your card or banking details. Refunds are issued back to the original payment method via PayFast.