We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms. This Policy applies to products bought from Villeroy & Boch South Africa itself.

This Policy forms part of the Villeroy & Boch South Africa’s Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products; package your products safely and securely for protection during transit;

clearly mark your return reference number on the outside of the parcel; and

Include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request.

Unwanted products

You can return an unwanted product to us at no charge, provided:

it is undamaged and unused, with the original labels and stickers still attached; it is not missing any accessories or parts.

Notify us by email that you wish to return a product within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective.

Changed your mind

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

• Sale item
• Item on promotion
• A product which has been ordered specifically for you from our supplier

We will collect the product from you, for your charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return or refund you, depending on your preference.

Want to exchange

Products can be exchanged provided the item it is to be exchanged for is available. We will collect the product from you and deliver the requested product to you at your charge. We are entitled to inspect the product to validate your return.

Not what you ordered

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible if the correct product is available; or credit your account with the purchase price of the product within 10 days of the return or refund you if that is your preference.

Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by emailing us.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible or credit your account with the purchase price of the product or refund you if that is your preference.

Defective products

We do our best to ensure that the products we deliver to you are of a high quality, in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorized alterations to the product;
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
• signs of handling and/or repackaging.