Refund and Returns Policy

Effective Date: 01 January 2026
Business Name: M. Vermeulen t/a Viver Fragrância
Website: https://segura.com.na/
Contact Email: orders@segura.com.na
Contact Number: +264 81 239 3053

1. Introduction

This Refund & Returns Policy governs all purchases made through Segura, operated by M. Vermeulen t/a Viver Fragrância, a business registered and operating in the Republic of Namibia. This policy is designed to comply with the Consumer Protection Act 5 of 2023 (Namibia) and applicable Namibian consumer law. By making a purchase, you agree to the terms set out in this policy.

2. Your Rights Under Namibian Consumer Law

As a consumer in Namibia, you are entitled to the following protections under the Consumer Protection Act 5 of 2023 and applicable common law:

2.1 Right to Safe and Good Quality Goods

All goods sold through Segura must be of merchantable quality, safe for their intended purpose, and free from material defects. Where goods fail to meet this standard, you are entitled to a remedy as set out in this policy.

2.2 Right to Return Defective Goods

If goods are found to be defective, damaged, or not fit for their intended purpose, you may return them within 6 months of the date of delivery. In such cases, we will at your election:

Repair or replace the goods; or
Refund the full purchase price.

2.3 Right to Accurate Information

You have the right to accurate, honest, and complete information about all products listed on our platform. Where a product has been materially misrepresented, you are entitled to a remedy in accordance with this policy.

2.4 Cooling-Off Period – Distance / Online Sales

For purchases made online or through direct marketing, you have the right to cancel the transaction and return goods within 7 calendar days of receiving the goods, without penalty and without providing a reason, provided the goods are returned in their original, unused condition. Refunds under this provision will be issued within 30 days of the return being received.

3. Our Standard Return Policy

3.1 Eligibility for Returns

To be eligible for a standard return, your item must meet all of the following conditions:

Returned within 30 days of the delivery date;
Unused, unworn, and in its original condition;
In its original packaging with all tags attached; and
Accompanied by proof of purchase (order number or receipt).

3.2 Non-Returnable Items

The following items are not eligible for return, except where required by the Consumer Protection Act 5 of 2023:

Intimate apparel, swimwear, and pierced jewellery (for hygiene reasons);
Opened or used personal care, beauty, skincare, or wellness products;
Gift cards and vouchers; and
Items marked as “final sale” or “non-returnable” at the time of purchase.

4. How to Initiate a Return

To initiate a return, please follow these steps:

Email us at orders@segura.com.na with your order number, the item(s) you wish to return, and the reason for the return.
Our team will respond within 2–3 business days with confirmation and return instructions.
Package the item securely and include your proof of purchase inside the parcel.
Ship the item to the return address provided by our team.

Please note: Return shipping costs are the responsibility of the customer, unless the return is due to a defect, damage, or our error, in which case we will cover all associated return costs.

5. Refunds

Once your return is received and inspected, we will notify you via email of the outcome within 3 business days. If approved:

Refunds will be processed to your original payment method within 7–10 business days;
Where a refund to the original payment method is not possible, a store credit of equal value will be issued by agreement;
All refunds are processed in Namibian Dollars (NAD); and
Original shipping charges are non-refundable unless the return is due to a defective, damaged, or incorrect item.

6. Exchanges

We offer exchanges for items of equal value, subject to stock availability. To request an exchange, follow the returns process in Section 4 and clearly indicate the replacement item you require. If the replacement item is of a higher value, you will be required to pay the difference prior to dispatch.

7. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged in transit, or different from what you ordered, please contact us within 7 calendar days of delivery at orders@segura.com.na. Please include:

Your order number;
A clear description of the issue; and
Photographs clearly showing the defect, damage, or incorrect item.

We will cover all return shipping costs in these instances and will offer a repair, replacement, or full refund in accordance with your rights under the Consumer Protection Act 5 of 2023.

8. Privacy & Protection of Personal Information

In processing your return or refund, Segura will collect and use your personal information, including your name, contact details, delivery address, banking or payment details, and order information. This information is collected and processed in accordance with Namibian law, including the constitutional right to privacy as provided for in Article 13 of the Namibian Constitution.

Specifically:

Your personal information will only be used for the purpose of processing your return, refund, or exchange;
We will not share your personal information with third parties except where strictly necessary to process your return (e.g. courier or logistics providers, payment processors);
Banking or payment details shared for refund purposes will be handled with strict confidentiality and will not be retained beyond what is necessary to complete the transaction;
We implement reasonable technical and organisational measures to safeguard your personal information against unauthorised access, loss, or disclosure; and
You have the right to access, correct, or request deletion of your personal information by contacting us at orders@segura.com.na.

For full details on how we handle your personal information, please refer to our Privacy Policy available at https://segura.com.na/.

9. Governing Law & Jurisdiction

This policy is governed by the laws of the Republic of Namibia. Any disputes arising from or relating to this policy shall be subject to the jurisdiction of the Namibian courts. Nothing in this policy limits or waives any rights you may have under Namibian consumer law.

10. Dispute Resolution

If you are not satisfied with the outcome of your return or refund request, you may:

Contact us directly at orders@segura.com.na or +264 81 239 3053 to escalate your complaint;
Lodge a complaint with the Namibia Consumer Protection body under the Ministry of Industrialisation and Trade; or
Approach the Small Claims Court or Magistrate’s Court for disputes within their applicable monetary jurisdiction.

11. Changes to This Policy

We reserve the right to update this policy at any time to reflect changes in law or our business practices. The most current version will always be published on our website at https://segura.com.na/. Continued use of our services following any update constitutes acceptance of the revised policy.