Refound Policy

Return & Refund Policy

At VanqHeal, we want you to feel confident when choosing our LED light therapy devices. If your order is not right for you, arrives damaged, or has a manufacturing issue, our support team is here to help.

Please read our return and refund policy carefully before starting a return request.

30-Day Return Window

We offer a 30-day return period from the date your order is delivered.

To start a return, please contact us at vanqheal@gmail.com with your order number, the reason for your return, and clear photos or videos of the product condition.

Returns sent back without prior approval may not be accepted.

Return Eligibility

To be eligible for a return, your item must:

Be returned within 30 days of delivery.
Include the original product, accessories, charging cables, controllers, user manuals, protective items, and packaging where possible.
Be clean, complete, and not damaged through misuse, improper care, accidental damage, or unauthorized modification.
Match the item originally purchased from VanqHeal.

For hygiene and safety reasons, LED masks, facial devices, and wearable beauty products must be cleaned properly before being returned.

Non-Returnable Items

We may not be able to accept returns for:

Items returned after the 30-day return period.
Products damaged due to misuse, water damage, improper storage, accidental damage, or unauthorized repair.
Items with missing main components, accessories, or serial/product identification marks.
Gift cards, promotional items, or free gifts.
Products not purchased directly from VanqHeal.

This does not affect your statutory rights under applicable South African consumer protection laws.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or different from what you ordered, please contact us at vanqheal@gmail.com within 7 days of delivery and include:

Your order number
Photos or videos of the issue
Photos of the outer packaging and shipping label
A short description of the problem

Once reviewed, we may offer a replacement, repair, refund, or another suitable solution.

If the product has a confirmed manufacturing defect, VanqHeal will cover the reasonable return shipping cost or provide a prepaid return solution where applicable.

South African Consumer Rights

Nothing in this policy limits any rights you may have under South African consumer protection laws.

Where a product is unsafe, defective, or fails to meet the required quality standards, customers may have the right to return the product and request a repair, replacement, or refund in accordance with applicable law.

Change-of-Mind Returns

If you wish to return a product because you changed your mind or no longer want the item, you may request a return within 30 days of delivery.

For change-of-mind returns:

The customer is responsible for return shipping costs.
Original shipping fees, if any, are non-refundable.
The item must be returned in acceptable condition with all included accessories.
Refunds will only be processed after we receive and inspect the returned item.

If your order qualified for free shipping and the return causes the final order value to fall below the free shipping threshold, the original delivery cost may be deducted from your refund.

Exchanges

We only replace items if they are defective, damaged, or if the wrong item was sent.

If you would like to exchange an item for a different VanqHeal product, please contact us first. If approved, the price difference and shipping cost may apply.

Refund Process

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method. Please allow several business days for your bank, card provider, or payment service to complete the refund.

Shipping fees, return shipping costs, and handling costs are not refundable unless the return is due to our error or a confirmed product defect.

Order Cancellation

If you need to cancel an order, please contact us as soon as possible at vanqheal@gmail.com.

We cannot guarantee cancellation once an order has already been processed, packed, or shipped. If your order has already shipped, you may need to follow the standard return process after delivery.

Incorrect Address or Failed Delivery

Please ensure your shipping address is complete and correct at checkout.

VanqHeal is not responsible for delivery failure caused by an incorrect or incomplete address provided by the customer. If a parcel is returned to us due to an incorrect address, refusal of delivery, or failure to collect the parcel, we may arrange reshipment after the customer pays the applicable reshipping fee.

If the delivery issue is caused by VanqHeal or our courier partner, we will assist with a suitable solution at no additional cost to you.

How to Start a Return

To request a return, please email:

vanqheal@gmail.com

Please include:

Your full name
Order number
Product name
Reason for return
Photos or videos of the product and packaging

Our team will review your request and provide the next steps. Please do not send any product back before receiving return instructions from us.