Refund policy

Viva La Mare – Return and Refund Policy

Welcome to Viva La Mare. We take immense pride in the luxury and craftsmanship of our Royalty Tags. Because our premium products are highly specialized and often customized to your unique specifications, our return policy is designed to protect both your consumer rights under South African law and the operational integrity of our brand.

This policy is structured in strict compliance with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

1. Change of Mind / "Cooling-Off" Period

In terms of Section 44 of the ECTA, consumers are generally entitled to a 7-day "cooling-off" period for goods purchased online, allowing them to return an item for a refund simply because they changed their mind.

CRITICAL EXCLUSION FOR CUSTOMIZED / SPECIAL ORDERS:

In terms of Section 42(2)(f) of the ECTA and Section 20 of the CPA, the standard change-of-mind cooling-off period DOES NOT APPLY to any goods made to the consumer’s unique specifications, personalized, or clearly customized.

For Personalized/Custom Royalty Tags: Once production has commenced or a tag has been engraved/customized according to your order specifications, no returns, cancellations, or refunds are permitted for a "change of mind" or buyer's remorse. All custom orders are final.
For Standard (Non-Custom) Items: If you purchase a standard, non-personalized item, you may return it within 7 days of receipt. The item must be entirely unused, in its original, undamaged packaging, and in a 100% resalable condition.
- Note: You will be responsible for the direct courier costs and risks of returning non-custom items to us.

2. Implied Statutory Warranty of Quality (Defects)

In accordance with Section 55 and 56 of the CPA, all goods supplied by Viva La Mare carry an implied 6-month statutory warranty against material defects or poor manufacturing workmanship.

If your Royalty Tag arrives damaged, develops a material manufacturing defect, or fails to meet reasonable durability standards within 6 months of delivery, you are legally entitled to choose one of the following remedies:

A Replacement of the item.
A Repair of the item.
A full Refund.

This Warranty Strictly Excludes:

Normal wear and tear expected from horse equipment used in everyday riding, training, stable, or paddock environments.
Damage caused by misuse, abuse, negligence, accidents, or incorrect attachment/application of the tag to bridles, halters, saddles, or other gear.
Damage resulting from an animal chewing, scratching, rubbing, or losing the tag.
Discoloration, tarnishing, or degradation due to exposure to water, mud, sweat, chemicals, extreme weather, or a lack of proper specialized leather/metal care.

3. Incorrect Specifications & Material Errors

Since Royalty Tags are handcrafted or custom-ordered, you are entitled under Section 20 of the CPA to inspect the goods upon delivery.

Our Mistake: If the tag delivered does not match the material specifications, spelling, layout, or sizing explicitly agreed upon in your final order confirmation due to our factory error, we will replace or correct the tag at our expense (including courier costs). You must notify us within 10 business days of delivery.
Your Mistake: Viva La Mare cannot be held liable, and will not issue a refund or replacement, if the tag contains spelling errors, wrong information, or incorrect sizing details submitted by you during the checkout or ordering process. Please double-check all text and options before finalizing your order.

4. How to Lodge a Return or Claim

To initiate a return under this policy, you must follow our official claims procedure:

1.Notify Viva La Mare:Within required legal timeframes.

Email our support team at vivalamare@kpza.co.za with your order number, proof of purchase, clear digital photographs of the issue, and a brief description of the defect or error.

2.Evaluation & Authorization:Within 3 to 5 business days.

Our team will review your claim. If it meets the legal requirements for a manufacturing defect or packing error, we will issue a Return Merchandise Authorization (RMA) and log a courier to collect the item from you.

3.Physical Inspection:Upon arrival at our workshop.

Once received, the item will undergo a technical inspection by our team to verify the defect or error and rule out accidental damage, animal damage, or misuse.

4.Final Processing:Resolution Process.

If the claim is approved under the CPA, your chosen remedy (Refund, Repair, or Replacement) will be processed. Refunds will be issued via the original payment method within 15 business days of final inspection approval.

1.Notify Viva La Mare:Within required legal timeframes.

Email our support team at [Insert Your Business Email Here] with your order number, proof of purchase, clear digital photographs of the issue, and a brief description of the defect or error.

2.Evaluation & Authorization:Within 3 to 5 business days.

3.Physical Inspection:Upon arrival at our workshop.

Once received, the item will undergo a technical inspection by our team to verify the defect or error and rule out accidental damage, animal damage, or misuse.

4.Final Processing:Resolution Process.

5. Limitation of Liability

To the maximum extent permitted under Section 61 of the CPA, Viva La Mare, its owners, and employees shall not be held liable for any indirect, incidental, or consequential damages, injuries, or economic loss arising from the use, misuse, or failure of our products. This includes, but is not limited to, injuries to animals, riders, handlers, or damage to third-party tack and equestrian equipment.