Refund policy

At The Digital Vault, we strive to provide high-quality products and exceptional service. If you’re not completely satisfied with your purchase, please review our return and refund policy below.

1. Reporting a Defective or Incorrect Item

If you receive a defective or incorrect product, please contact us within 7 days of receiving your order at support@thedigitalvault.co.za with:

✔ A clear image or video of the issue

✔ Your order number

Our team will assess the request and provide further instructions.

2. Return Conditions

• Items must be unused, undamaged, and in original packaging, including all accessories, manuals, and labels.
• Returns will not be accepted if the item is scratched, soiled, or missing parts.
• If approved for return, we will provide the return address.

Please Note: The cost and risk of returning an item are the customer’s responsibility.

3. Refund Process

• Refunds are processed within 7 business days after we receive and inspect the returned item.
• Refunds are issued to your original payment method (excluding shipping costs).
• If a refund is not possible, we may offer store credit or a replacement.

4. When We Cannot Offer a Refund or Replacement

• If the issue is reported after 7 days of delivery.
• If the product is not returned in its original condition.
• If an item has been misused or altered.
• For hygiene reasons, undergarments cannot be returned.
• If the courier company confirms the package was delivered and signed for, we are not liable for lost packages.

5. Contact Us

For any return or refund inquiries, contact our support team at:

Email: support@thedigitalvault.co.za
Phone: +27 61 582 9274