First win
Check whether the route may apply to you
Understand the basic purchaser, goods and value rules.
Smart travellers prepare before departure
You have made the purchase. Let’s help you prepare the claim.
A few careful steps before departure can put you in the best position to submit a complete VAT refund claim.
No guarantees—clear guidance. Eligibility, approval, refund value, processing time and payment remain subject to the applicable rules, document checks and verification.
Progress you can see
Every completed step moves your claim forward.
You do not need to understand the entire process at once. Begin with eligibility, prepare the evidence, follow the correct departure route and submit when your pack is ready.
✓
Our commitment: explain the requirements and next steps clearly.
We cannot promise that a claim will be approved or when payment will be received.
Build confidence
Get your documents claim-ready
Use the checklist and correct problems while there is still time.
Protect the opportunity
Complete the required goods inspection
Customs, VRA, or both may inspect goods. Keep them accessible and follow your departure-point sequence.
Take action
Submit through the correct channel
Keep your reference and complete copy of the submission.
Stay informed
Track the owner and next update
Respond securely if an exact item is requested.
Start with your question
Everything a claimant needs, in the order they need it.
Can I claim?
Check the basic eligibility rules before you begin.
Check eligibility →
What do I need?
Prepare the correct invoices, travel documents and goods.
View checklist →
Where do I go?
Get guidance for your airport, land border or other exit point.
Find my route →
What happens next?
Understand every claim stage, delay and action request.
See claim stages →The full process
Five connected steps. No guesswork between them.
The inspection and export steps matter. Use the route guide before travelling so you do not arrive at the wrong place or pack required goods in checked luggage.
Shop
Keep valid tax invoices and proof of payment where required.
Prepare
Keep goods accessible, originals safe and your route confirmed.
Inspect
Present goods and documents to Customs officials, VRA officials, or both, as your departure route requires.
Submit
Use the correct channel and keep your claim reference.
Track your claim
Respond securely when documents or information are requested.
Clear responsibility
One journey, with different parties responsible for different steps.
VRA remains your communication point for the claim, but some checks and payment steps depend on other responsible parties. Knowing the owner helps you take the right action without repeatedly resubmitting.
Claim intake and administration
Records the claim, checks information, communicates requests and explains the current stage and next update. Communication and escalations must be addressed with VRA.
Export and regulatory steps
Customs and SARS may request additional information. Communication and escalations must, however, be addressed with VRA.
Payment and settlement
Bank, region, compliance and foreign-exchange checks can affect settlement after a claim decision.
VAT Refund Agency is separate from SARS and is not a government department.
Before check-in
Keep the goods accessible until the required inspection is complete.
Inspection guidance →Airport routesFind the right desk →
Land bordersChoose your border →
Protect your information
Banking details should only be changed through an approved secure route.
Never send full bank, passport or card information through ordinary email, social media or public messaging.
Banking and fraud safetyAlready submitted?
Your status should answer three questions.
- Who is responsible for my claim at that stage?
- Do you need to do anything?
- When is the next update due?
First review the tracking guidance on this website, then continue to the live claim-reference tracker.
Still uncertain?
Tell us what you are trying to do.
Use the help centre for delayed refunds, payment problems, missing documents, portal access and complaints.