Refund policy

1. Returns, Replacements and Refunds

1.1 Return Assessment

All requests to return a Product will be reviewed by vivo in accordance with these Terms and Conditions. A return will only be approved where the relevant requirements for the applicable type of return have been met.

1.2 Cooling-off Period

Subject to clauses 1.6 and 2.2, you may request a refund within 14 days after the date on which your Product was delivered to you, provided that:

  1. the Product has not been opened, activated or used;
  2. the Product remains in a condition that allows it to be resold;
  3. all original accessories, manuals, packaging, consumables and promotional or complimentary items supplied with the Product are returned; and
  4. the Product is returned in accordance with the return instructions provided by vivo.

Different return conditions may apply to Products purchased under a specific promotion, campaign, bundle or other special programme. In such circumstances, the terms communicated for that promotion or programme will apply, to the extent permitted by applicable law.

1.3 Defective Products

Without limiting your rights under the Consumer Protection Act 68 of 2008 ("CPA") or any applicable manufacturer's warranty, a defective Product may be submitted for return within six months from the date of delivery, where applicable.

Before returning the Product, you must take reasonable care of it and ensure that, where reasonably possible, the Product is returned together with its original packaging, accessories, manuals, complimentary items and other components supplied with it.

Following assessment of the Product and subject to the applicable legal requirements, vivo may, at your election, repair, replace, or refund the purchase price.

1.4 Circumstances Affecting Defective Product Claims

A Product will not qualify for a return or resolution on the basis of a defect where the assessment establishes that the problem resulted from circumstances for which the customer is responsible, including, but not limited to:

  1. accidental damage;
  2. misuse, abuse or neglect;
  3. normal wear and tear;
  4. unauthorised modification, alteration, repair or tampering;
  5. incorrect installation, adjustment or operation;
  6. failure to follow the manufacturer's instructions or care requirements; or
  7. any other damage or condition caused by the customer after delivery.

Notwithstanding the provisions of clause 1.4, nothing in this clause limits any rights that cannot lawfully be excluded under applicable consumer protection legislation.

1.5 Initiating a Return

If you wish to return a Product purchased through the vivo Online Store, you must submit a return request through the designated return process associated with your vivo Online Store account or through the customer support channels made available by vivo.

You will be required to provide the reason for the return and any information reasonably required to process your request.

Where the return relates to:

  1. a defective Product;
  2. an incorrect Product being delivered; or
  3. damage to the Product that occurred during delivery,

vivo may arrange collection of the Product from the original delivery address, subject to the applicable return procedure.

1.6 Information Required for a Return

A return request can only be processed once vivo has received the information necessary to assess the request.

This may include, where applicable:

  1. proof of purchase;
  2. Product model and description;
  3. serial number and/or IMEI number;
  4. details of the condition of the Product;
  5. the reason for the return; and
  6. photographs or other supporting information relating to the Product or its condition.

Failure to provide information reasonably required by vivo may delay the assessment or processing of the return request.

1.7 Inspection of Defective Products

Where a Product is reported as defective, vivo or an authorised service provider may need to assess the Product before confirming the applicable resolution.

The assessment may be conducted at the customer's premises, at an authorised vivo service centre, or following collection of the Product by vivo or our authorised service centre.

The assessment is intended to establish the nature and cause of the reported fault and whether the Product qualifies for a resolution under the applicable warranty and the Consumer Protection Act 68 of 2008 ("CPA").

1.8 Return Outcome

Once the assessment has been completed, vivo will communicate the outcome of the return request to you within a reasonable period.

Where a return is approved, vivo will confirm the applicable resolution, which may include a repair, replacement, credit or refund.

1.9 Refunds

Where a refund has been approved, the purchase price and any other amounts refundable under applicable law and these Terms and Conditions will be refunded as soon as reasonably practicable.

Unless otherwise required by applicable law or agreed by vivo, refunds will generally be processed using the same payment method used for the original purchase.

Where payment was made through a third-party payment provider or credit provider, the refund may be processed through that provider in accordance with its applicable procedures.

1.10 Handling and Processing Fees

Where a handling or processing fee applies to a Product category, the treatment of that fee will depend on the reason for the return and the applicable terms communicated to you at the time of purchase.

Unless otherwise required by applicable law, handling or processing fees may not be refundable where the return is requested for reasons including:

  1. a change of mind;
  2. finding the same or a similar Product at a lower price elsewhere;
  3. placing an order incorrectly;
  4. dissatisfaction with the Product after purchase where no qualifying defect exists; or
  5. dissatisfaction with the Product's colour, appearance or other personal preference.

1.11 Refundable Handling and Processing Fees

Where a return has been approved by vivo, any applicable handling or processing fee may be refunded where the return is attributable to:

  1. a confirmed Product defect;
  2. delivery of an incorrect Product;
  3. the Product not materially corresponding with the specifications or description provided at the time of purchase;
  4. cancellation of the order before dispatch, where permitted under the applicable terms; or
  5. damage to the Product occurring during delivery.

1.12 Other Fee Refund Requests

If a return or cancellation falls outside the circumstances specifically described in clauses 1.10 and 1.11, vivo will assess the applicable handling or processing fee on a case-by-case basis.

The outcome of such assessment will take into consideration the reason for the return, the condition of the Product and the circumstances surrounding the order.

1.13 Statutory Rights

Nothing in these Returns and Refunds provisions is intended to exclude, restrict or limit any rights or remedies available to you under the Consumer Protection Act 68 of 2008 ("CPA").

Where applicable legislation provides you with rights that differ from or exceed those described in these Terms and Conditions, those statutory rights will continue to apply.

2. Bundled Products

2.1 From time to time, vivo may offer two or more Products together as a package at a combined or promotional price ("Bundle").

Where Products have been purchased as part of a Bundle, the return of only one item from that Bundle will generally not be permitted where the promotional pricing or benefit was dependent on the purchase of the complete Bundle.

2.2 If you return a Bundle, you must return all Products, accessories, promotional items and other components supplied as part of that Bundle, unless vivo confirms otherwise or applicable law provides for a different remedy.

Where a Bundle is returned and the return is approved, the applicable refund will be calculated in accordance with the purchase price and promotional terms applicable to the Bundle.