Refund policy
Return & Refund Policy
Effective Date: 30 July 2026
At Vale Studio, we are committed to providing premium oral care products and exceptional customer service. Because our Water Flosser is a personal hygiene device, certain return restrictions apply to protect the health and safety of all customers.
This Return & Refund Policy complies with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and all other applicable South African consumer laws.
Nothing in this policy limits, excludes, or replaces any rights you may have under South African law.
1. Change of Mind Returns
If you change your mind after receiving your order, you may request a return within 7 calendar days of delivery.
To qualify for a return, the following conditions must be met:
- The product must be unused.
- The water tank must not have been filled.
- None of the nozzles or accessories may have been attached or used.
- All original packaging, manuals and accessories must be included.
- The product must be returned in its original, unopened and resalable condition.
Customers are responsible for all courier and shipping costs relating to change-of-mind returns.
Original delivery charges are non-refundable.
Once the returned product has been received, inspected and approved, your refund will be processed within 7 business days using your original payment method.
2. Hygiene Products
The Vale Studio Water Flosser is classified as a personal oral hygiene product.
For health and hygiene reasons, Vale Studio cannot accept returns where:
- the product has been used;
- water has been placed inside the device;
- any nozzle has been attached or used;
- hygiene seals (where applicable) have been removed or broken;
- the product cannot safely be resold.
This restriction does not affect your legal rights where the product is defective, damaged, unsafe, or not of acceptable quality as provided under the Consumer Protection Act.
3. Damaged, Incorrect or Incomplete Orders
If your order arrives:
- damaged;
- incomplete;
- incorrect; or
- appears to have been damaged during shipping,
please notify Vale Studio within 48 hours of delivery.
To help us resolve the matter quickly, please provide:
- Your order number;
- Clear photographs of the packaging;
- Clear photographs or video of the product;
- A brief description of the issue.
Where applicable, Vale Studio will arrange a replacement, repair or refund in accordance with South African consumer law.
4. Faulty or Defective Products
If your Water Flosser develops a manufacturing fault or fails to meet the standards required under the Consumer Protection Act, you may return it within the statutory period provided by law.
Where a product is found to be defective under the CPA, you may choose one of the following remedies:
- Repair
- Replacement
- Refund
Vale Studio reserves the right to inspect all returned products to verify the reported fault before approving any warranty claim.
5. Products That Cannot Be Returned
Returns will not be accepted where the product has:
- been used for personal hygiene purposes;
- been damaged through misuse, negligence or abuse;
- been dropped or physically damaged;
- been modified or repaired by an unauthorised person;
- been used contrary to the supplied instructions;
- suffered normal wear and tear;
- been damaged due to incorrect charging or improper cleaning.
Damage resulting from accidental misuse is not considered a manufacturing defect.
6. Return Shipping
Faulty Products
Where Vale Studio confirms that a product is defective or supplied incorrectly, we will cover the reasonable cost of return shipping.
Change of Mind Returns
Customers are responsible for all courier costs associated with returning a product.
We strongly recommend using a tracked courier service, as Vale Studio cannot be held responsible for parcels lost or damaged during return transit.
7. Inspection of Returned Products
Every returned item is carefully inspected before a refund, repair or replacement is approved.
Vale Studio reserves the right to refuse a return where:
- the product has been used;
- accessories or components are missing;
- the product shows signs of misuse or accidental damage;
- hygiene requirements have not been met;
- the return does not comply with this policy.
If a return is rejected, the product may be returned to the customer at the customer's expense.
8. Refunds
Approved refunds will be processed using the original payment method.
Please allow 5–10 business days after approval for your bank or payment provider to process the refund.
Shipping fees are refundable only where required by South African law or where Vale Studio supplied an incorrect or defective product.
9. Warranty Exclusions
The Vale Studio warranty does not cover:
- Cosmetic scratches or dents;
- Accidental damage;
- Damage caused by dropping the product;
- Improper use or misuse;
- Water damage resulting from incorrect use;
- Damage caused by mineral build-up due to failure to clean the unit;
- Unauthorised repairs or modifications;
- Commercial or business use;
- Normal wear and tear;
- Consumable accessories such as nozzles after they have been used.
10. Proof of Purchase
A valid proof of purchase or order confirmation is required for every return, warranty claim, repair or refund request.
Vale Studio reserves the right to refuse claims where proof of purchase cannot be provided.
11. How to Request a Return
Please contact Vale Studio before returning any product.
Your request should include:
- Full Name
- Order Number
- Email Address
- Contact Number
- Reason for Return
- Photographs or Videos (where applicable)
Returns sent without prior authorisation may experience delays or be refused.
Contact Vale Studio
Vale Studio
Email: support@valestudio.co.za
Business Hours:
Monday – Friday
08:00 – 17:00 (SAST)
Legal Notice
This Return & Refund Policy is governed by the laws of the Republic of South Africa.
Nothing contained in this policy shall be interpreted as limiting or excluding any rights afforded to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable legislation.
Where any provision of this policy conflicts with applicable South African law, the relevant legislation shall prevail.
Vale Studio reserves the right to amend this Return & Refund Policy at any time without prior notice. Any amendments will apply only to purchases made after the revised policy has been published on our website.
By placing an order with Vale Studio, you acknowledge that you have read, understood and agreed to this Return & Refund Policy.