Refund policy
Returns, Exchanges & Warranty Policy
Vivobarefoot South Africa Online Store
We want you to move naturally and confidently. If your Vivobarefoot shoes are not quite right, we're here to help.
This Returns, Exchanges and Warranty Policy applies to all online purchases made through Vivobarefoot South Africa and complies with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act ("ECTA").
Nothing in this policy limits or replaces your statutory consumer rights.
1. Online Orders – 7-Day Cooling-Off Period
In terms of the Electronic Communications and Transactions Act (ECTA), customers may cancel an online purchase within 7 days of receiving the goods.
To qualify:
Notify us in writing within 7 days of delivery.
Items must be unworn and unused.
Shoes may be tried on indoors only.
All original tags must remain attached.
Original packaging must be intact.
Products must be returned in resalable condition.
Shoes worn outdoors are considered used and exceed what is reasonably necessary to inspect the goods.
Return courier costs are the responsibility of the customer unless otherwise agreed.
Where permitted by law, Vivobarefoot South Africa may deduct a reasonable amount where goods show use, damage or handling beyond what is reasonably necessary to assess them.
Cooling-Off Refunds
Refunds will be processed once the goods have been received and inspected.
Refunds will be made to the original payment method wherever possible.
Refunds are typically processed within 10–15 business days after approval.
2. 10-Day Fit & Feel Promise
As an additional customer service benefit, we offer a 10-day return window for non-defective products where a customer requires a different size, fit or style.
To qualify:
Shoes must not have been worn outdoors.
Shoes must be clean and resalable.
All original tags must remain attached.
Original packaging must be intact.
Return courier costs are the responsibility of the customer.
Handling, Inspection & Restocking Fee
For change-of-mind returns outside the statutory cooling-off period, a reasonable handling, inspection and restocking fee of up to 10% may be deducted where inspection, administration, repackaging, payment processing and logistics costs have been incurred.
This fee does not apply to:
Defective products.
Returns exercised under statutory consumer rights.
Refunds will be processed to the original payment method wherever possible. Customers may alternatively elect to receive store credit.
Store credit is transferable.
Store credit has no expiry date.
Store credit is not redeemable for cash.
3. Size & Style Exchanges
If you require a different size or style, we are happy to assist.
Email customerservices@vivobarefoot.co.za with your order number and exchange request.
Return the original pair at your cost.
Once received and approved, we will dispatch the replacement item.
One complimentary onward delivery is included.
Exchanges remain subject to stock availability.
Any price difference will be charged or credited accordingly.
4. Sale & Promotional Items
Sale and promotional items purchased online remain subject to the statutory 7-day cooling-off period under ECTA.
Within 10 days of delivery, sale items may be exchanged for an alternative size or style, subject to availability and provided the item is returned in resalable condition.
If a replacement size or style is unavailable, store credit may be issued.
After the statutory cooling-off period has expired, sale and promotional items are not eligible for refunds due to change of mind.
5. Defective Goods – 6 Month Warranty
In accordance with Section 56 of the Consumer Protection Act, all products carry a 6-month implied warranty of quality.
If a product fails to meet the requirements of Section 55 of the CPA relating to quality, durability or fitness for purpose, the customer may choose:
Repair.
Replacement.
Refund.
This election remains the customer's right during the first 6 months after purchase.
Confirmed Manufacturing Defects
Return courier costs will be covered by Vivobarefoot South Africa.
Assessments are generally completed within 3–5 working days of receipt.
What Is Not Considered A Manufacturing Defect
Normal wear and tear.
Sole wear from use.
Accidental damage.
Damage caused by misuse.
Damage caused by improper care.
Cosmetic wear consistent with age and use.
Please notify us as soon as reasonably possible after discovering any potential defect.
6. Returns Address
Vivobarefoot CT Warehouse
Shop 1, Cavendish Place
12 Cavendish Street
Claremont
Cape Town, 7708
South Africa
Tel: 021 674 0497
Email: customerservices@vivobarefoot.co.za