Refund policy

Refund & Returns Policy

Last updated: 18 August 2026

At Veloura, we want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a straightforward return and refund process, subject to the terms below.

1. Change-of-Mind Returns

You may request a return within 10 days of receiving your order if you have changed your mind or the product is no longer required.

To be eligible for a change-of-mind return:

  • The item must be unused, unworn and in its original condition.

  • The item must be returned with its original packaging, tags, accessories and any included components.

  • The product must not have been damaged, altered or used.

  • Certain products may be excluded from change-of-mind returns where permitted by applicable law, including personalised products and certain hygiene-sensitive products.

You must contact us before sending any item back. Returns sent without prior approval may not be accepted.

2. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incomplete or different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or video showing the problem

  • Photographs of the packaging where relevant

We will assess the issue and, where appropriate, arrange a replacement, repair or refund in accordance with applicable consumer protection laws.

For qualifying defective or unsafe goods, your statutory rights under South African law are not affected by this policy. The Consumer Protection Act provides specific protections for qualifying defective goods, including return rights within six months of delivery and, depending on the circumstances, repair, replacement or refund.

3. Incorrect Item Received

If you receive an item that is different from the product you ordered, please contact us before returning it.

Once the issue has been verified, we will work with you to arrange an appropriate remedy, which may include a replacement or refund.

4. Return Shipping

For a change-of-mind return, the customer is generally responsible for the cost of returning the item to us.

For an item that is confirmed to be defective, damaged on arrival, or incorrectly supplied, Veloura will provide an appropriate remedy in accordance with applicable law.

Please do not return an item to the address shown on the original package without first contacting us, as some orders may be fulfilled directly by our third-party fulfilment partners.

5. Refunds

Once your returned item has been received and inspected, we will notify you whether your return has been approved.

If approved, your refund will be processed using the original payment method, where reasonably possible.

Please allow reasonable processing time for the refund to appear in your account, as the time taken may vary depending on your bank or payment provider.

Shipping or delivery charges may not be refundable for change-of-mind returns, except where required by applicable law.

6. Items That Cannot Be Returned

Where permitted by law, we may not accept change-of-mind returns for:

  • Personalised or customised products

  • Products that have been used or damaged after delivery

  • Products missing original packaging, accessories or components

  • Certain opened hygiene, beauty or personal-care products

  • Any other products specifically identified as non-returnable on the relevant product page

This does not limit any statutory rights you may have in respect of defective, unsafe or incorrectly supplied goods.

7. How to Request a Return

To request a return, please contact velouracustomersupport@gmail.com with:

Subject: Return Request – [Order Number]

Please include your order number, the product you wish to return, the reason for the return and any relevant photographs.

We will provide you with the next steps and return instructions.

8. Refund Policy & Consumer Rights

This policy is intended to provide a clear and fair returns process and does not exclude or limit any rights that cannot lawfully be excluded under applicable consumer protection legislation.

For customers in South Africa, applicable consumer rights under the Consumer Protection Act 68 of 2008 continue to apply.

If you have any questions about a return or refund, please contact us at [YOUR CUSTOMER SERVICE EMAIL].

Veloura
Elevate Your Everyday