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Request a Return.

At Vanguard Group Limited, we strive to ensure your satisfaction with every purchase. However, we understand that there may be instances where you need to return a product. 

Our Returns Process.

Please read our returns policy carefully to understand your options and obligations. Our process for returns is as follows:

  1. Customer to select the reason for the refund request from one of the four policy options below. 
  2. Customer to complete the associated Return Merchandise Authorisation (RMA) form.
  3. An RMA case number will be issued by Vanguard Group Ltd.
  4. The RMA will be reviewed and responded to within 2-3 working days.
  5. Once the RMA has been approved, you will be advised how to return products to Vanguard.
  6. Once goods have been received by Vanguard, we will advise if a credit on account will be issued. Should a refund of said credit be required we will request:
    • a copy of a pre-coded bank deposit slip, or
    • a screenshot of a statement showing bank logo, account name and number.
Thank You and Stay Safe!

Returns Policy.

  • Return Claims Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved.
  • The customer will be responsible for the cost of returning goods for refund or exchange unless otherwise agreed.
  • Condition of Goods: Goods must be returned in the condition in which they were delivered and with all packaging material in as new condition as is reasonably possible in the circumstances before replacement items can be shipped.
  • Approval Process: Product Exchange will not be automatically approved. Each request will be reviewed to determine whether to approve, decline, or offer alternatives such as replacement, credit, or repair.
  • Once product is receipted back at Vanguard Group Ltd, the replacement item can be shipped.
  • Return Merchandise Authorisation (RMA) Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved. Please complete the RMA form at the bottom of this page. 
  • If goods are surplus or no longer required, a return for credit may be accepted at our discretion.
  • The customer will be responsible for the cost of returning goods for refund or exchange unless otherwise agreed.
  • Such returns may incur a 15% handling fee plus any freight charges.
  • Condition of Goods: Returned goods must be in their original condition and packaging to qualify for return. Goods received damaged or not in their original condition will not be accepted for credit.
  • Special Orders, Indent, and Custom-Made Products: Special order, indent, and custom-made products and orders are non-returnable. These items are identified on our order confirmations.
  • Refunds for surplus goods will be issued to the original payment method, minus the handling fee. Delivery fees will not be refunded.
  • Approval Process: Product Exchange will not be automatically approved. Each request will be reviewed to determine whether to approve, decline, or offer alternatives such as replacement, credit, or repair.
  • Return Claims Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved. Please complete the RMA form at the bottom of this page. 
  • In case of an error on our part, a full refund will be issued for the entire order, including freight charges.
  • For errors not attributing to the full order, a partial refund will be granted for approved items only, excluding freight.
  • Condition of Goods: Goods must be returned in the condition in which they were delivered and with all packaging material in as new condition as is reasonably possible in the circumstances.
  • Return Claims Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved.
  • Approval Process: Returns will be reviewed to determine whether to approve, decline, or offer alternatives such as replacement or credit.
  • Return Merchandise Authorization (RMA) Deadline: If a return is approved, freight tickets will be issued and the product must be received by Vanguard within 30 days of approval. Failure to return the product within this timeframe may result in cancellation of the RMA. Please complete the RMA form at the bottom of this page.
  • If you receive a damaged or faulty product, please contact us immediately at 0800 500 147. We need to be notified within 48 hours if the products were damaged in transit so we can make a claim on the freight company. Please advise if it appears the goods were damaged in transit or are faulty. We will send replacement products immediately and issue documentation for the return, replacement, and collection of the product/s.
  • Condition of Goods: Goods must be returned in the condition in which they were delivered and with all packaging material in as new condition as is reasonably possible in the circumstances.
  • Approval Process: Return of product will not be automatically approved for credit. Each request will be reviewed to determine whether to approve, decline, or offer alternatives such as replacement, credit, or repair.
  • Return Merchandise Authorization (RMA) Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved. Please complete the RMA form at the bottom of this page. 

How your return package should look .

Please click on the images below to see how your return packages should look.

Courier Label attached – Reference should be your RA Number in the format RA000000-SM

Email confirmation of accepted return printed out and attached to the package – folded so the RA number is visible.

Request your return .

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