Refund policy

Returns & Refunds Policy

VAG Haus (Pty) Ltd

At VAG Haus, we take pride in supplying quality Volkswagen parts and providing accurate product and fitment information. We understand that automotive parts are application-specific, and we therefore encourage customers to verify the required part number, engine code and vehicle application before placing an order.

This Returns & Refunds Policy applies to purchases made through the VAG Haus online store and is intended to operate in accordance with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

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

1. Seven-Day Online Cooling-Off / Change-of-Mind Returns

For qualifying online purchases, you may cancel your purchase within 7 days after receiving the goods, without providing a reason.

This right applies subject to the exclusions and requirements provided for by applicable South African law.

If you wish to exercise this right, please contact VAG Haus in writing within the applicable seven-day period and provide:

  • Your order number
  • Your name and contact details
  • The product(s) you wish to return
  • The reason for the return, if you wish to provide one

The goods must be returned to VAG Haus at the customer's direct cost of return, unless applicable law requires otherwise.

The statutory online cooling-off right does not permit VAG Haus to impose a cancellation penalty or restocking fee where such a fee would be prohibited by law.

2. Condition of Returned Goods

For a change-of-mind return, the product should be returned in the condition in which it was received.

Where reasonably possible, products should be:

  • Unused
  • Uninstalled
  • Free from damage
  • Complete with all components and accessories
  • Returned with the original packaging, labels and documentation
  • Free from oil, grease, dirt, paint, chemicals or other contamination

Automotive parts that have been installed, fitted, modified, dismantled, altered or used may not qualify for a change-of-mind return where applicable law permits the exclusion.

This is particularly important for mechanical, electrical, electronic and safety-critical vehicle components.

Nothing in this section limits a consumer's statutory rights relating to defective or non-conforming goods.

3. Incorrect Part Ordered / Incorrect Fitment

Automotive parts are often specific to a particular vehicle, engine code, production year or specification.

Customers are responsible for selecting the correct product where the required application and part number have been clearly provided on the product listing.

We strongly recommend verifying the part number and application before ordering.

If you are uncertain about fitment, contact VAG Haus before placing your order with your vehicle's:

  • VIN
  • Registration number
  • Engine code
  • Existing part number

We will assist with fitment verification where possible.

If the customer orders the incorrect part and the product is otherwise correct as described, the return will be treated as a change-of-mind/incorrect-order return and will be subject to the applicable return conditions.

4. Incorrect Product Supplied

If VAG Haus supplies a product that is different from the product ordered, please contact us as soon as reasonably possible.

We will investigate the order and, where the incorrect product was supplied by VAG Haus, arrange an appropriate remedy in accordance with applicable consumer law.

Where applicable, VAG Haus will cover the reasonable return and replacement costs associated with an incorrectly supplied product.

5. Damaged Goods on Delivery

Customers should inspect their parcel and goods as soon as reasonably possible after delivery.

If a product appears to have been damaged during transportation, please contact VAG Haus as soon as possible and provide photographs of:

  1. The product
  2. The packaging
  3. Any visible damage
  4. The shipping label

Please retain the original packaging until the matter has been resolved.

Damage occurring during delivery will be investigated with the relevant courier and handled in accordance with applicable consumer law.

6. Defective or Faulty Products

Nothing in this policy limits the consumer's statutory rights relating to defective, unsafe or non-conforming goods.

Under section 56 of the CPA, qualifying goods carry an implied warranty of quality. Within six months of delivery, a consumer may return goods that fail to satisfy the applicable requirements of section 55, without penalty and at the supplier's risk and expense, subject to the Act. Depending on the circumstances and the consumer's rights, the remedy may include repair, replacement or refund.

A product will not automatically be considered defective merely because:

  • It does not fit a vehicle for which it was not specified;
  • The incorrect part was ordered by the customer;
  • The product was incorrectly installed;
  • The product was modified;
  • The product was damaged after delivery;
  • The product was subjected to misuse, abuse or abnormal operating conditions.

Where a defect is alleged, VAG Haus may require the product to be returned for reasonable inspection or assessment.

7. Installation of Automotive Parts

VAG Haus strongly recommends that vehicle components, particularly engine, fuel, braking, steering, suspension, timing and electrical components, be installed by a suitably qualified person.

Unless expressly agreed otherwise, VAG Haus does not provide installation services.

Where a product is installed by a third party, VAG Haus is not responsible for labour, diagnostic, recovery, towing or consequential costs merely because a part is subsequently found to be defective or incorrectly fitted.

This does not affect any statutory consumer rights that may apply to the product itself.

8. Special-Order and Custom Parts

Certain products may be obtained specifically for a customer or supplied according to customer specifications.

Where permitted by law, special-order, personalised or custom products may be excluded from ordinary change-of-mind cancellation rights.

Any such exclusion will be communicated to the customer before the order is accepted.

9. Products That Cannot Lawfully Be Returned

Certain goods may be excluded from statutory cooling-off rights because of their nature or other circumstances prescribed by law.

Where a statutory exclusion applies, VAG Haus will advise the customer accordingly.

This does not remove any applicable statutory rights relating to defective, unsafe or incorrectly supplied goods.

10. Return Authorisation

Please do not send a product back without first contacting VAG Haus.

A return reference or return instructions may be provided before the product is sent back.

Unauthorised parcels may experience delays in processing.

The customer remains responsible for adequately packaging goods being returned at the customer's cost.

11. Inspection of Returned Goods

Returned products may be inspected to determine:

  • Whether the correct product was returned;
  • Whether the product corresponds with the order;
  • Whether the product has been used or installed;
  • Whether any damage occurred after delivery;
  • Whether all components and accessories are present; and
  • Whether the claimed defect or issue can be verified.

Where a statutory consumer right applies, VAG Haus will process the matter in accordance with that right.

12. Refunds

Where a refund is approved, the refund will normally be made using the same payment method used for the original transaction, unless another method is agreed or required by law.

Refund processing times may depend on the payment provider and banking system.

Where ECTA's statutory seven-day cooling-off right applies, payment made by the consumer must be refunded within the period prescribed by the Act.

13. Delivery Charges

Where a return is due to a customer exercising a statutory cooling-off right, the direct cost of returning the goods may be borne by the customer as provided for by ECTA.

Where VAG Haus supplied the wrong product, or another circumstance makes VAG Haus responsible for the return under applicable law, VAG Haus will arrange or cover the applicable return costs.

14. Exchange Requests

Where appropriate, VAG Haus may offer an exchange instead of a refund.

An exchange is subject to stock availability and the applicable consumer rights.

If the replacement product differs in price, the applicable price difference will be communicated to the customer before the exchange is processed.

15. How to Request a Return

To request a return, contact:

VAG Haus (Pty) Ltd
Website: vaghaus.co.za
Email: info@vaghaus.co.za

Please include your order number and a description of the reason for your return request.

16. Your Statutory Rights

This policy is intended to operate alongside, and not replace, rights provided to consumers under applicable South African law.

Where a provision of this policy conflicts with a mandatory consumer right, the applicable statutory right will prevail.

The Consumer Protection Act provides consumers with rights concerning safe, good-quality and defect-free goods, while the Electronic Communications and Transactions Act provides specific protections for electronic transactions, including a seven-day cooling-off period for qualifying online purchases.