Refund policy
Return & Refund Policy Velune
At Velune, we are committed to delivering quality products and ensuring full compliance with South African consumer protection legislation. This policy is governed by the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").
1. Manufacturing Defects — Eligibility for Returns
Our return policy applies only to items with a verified manufacturing defect. If your item does not have a manufacturing defect, we are unfortunately unable to offer a refund or exchange.
To be eligible for a return, your item must be:
- Unused and in its original condition
- In the original packaging where possible
- Accompanied by proof of a verified manufacturing defect
To complete your return, we require a receipt or proof of purchase (such as your order number). Please do not return your purchase to the manufacturer if it was shipped directly from their services.
2. No Change-of-Mind Returns
In accordance with the CPA, customers do not have the right to return goods or request a refund due to a change of mind, including where the product does not meet personal expectations. All sales are considered final once delivered, unless a valid statutory right to return applies under South African law.
3. Hygiene & Safety Products
For health, hygiene, and safety reasons, we cannot accept returns of products that have been opened, used, or tampered with — unless the product is defective upon receipt. This is in line with Section 20(3) of the Consumer Protection Act.
4. Cooling-Off Period for Online Purchases
In accordance with Section 44 of ECTA, customers who purchase products online from Velune may cancel the transaction within 7 (seven) days of receiving the goods, without reason and without penalty.
Conditions:
- Goods must be returned in their original, unused condition
- The customer is responsible for the direct cost of return shipping
- Refunds will be processed once goods are received and inspected
5. Defective or Faulty Goods (6-Month Protection)
In accordance with Section 56 of the Consumer Protection Act, customers may return goods within 6 (six) months of delivery if the goods are defective, unsafe, not of good quality, or not reasonably suitable for their intended purpose.
Upon valid return, customers may choose one of the following remedies:
- Repair
- Replacement
- Full refund
Velune reserves the right to inspect the goods to confirm the defect before processing any remedy.
6. Items Not Eligible for Return
We do not accept returns for:
- Products returned more than 7 days after delivery (for cooling-off claims)
- Products not in their original condition (unless defective)
- Used hygiene or intimate products (unless defective)
- Items returned without prior return authorisation
- Items returned without proof of purchase or order number
7. Return Process
To initiate a return:
- Ensure your item meets the return eligibility criteria above.
- Contact us at velunesupport@gmail.com to request a return authorisation.
- If approved, we will provide return instructions.
- Include your order number with your returned package — returns without an order number cannot be processed.
Items sent back without prior approval will not be accepted.
8. Return Shipping Costs
The customer is responsible for return shipping costs unless the item has a verified manufacturing defect, in which case reasonable shipping costs will be reimbursed. Please provide proof of shipment including a tracking number so we can monitor your return.
9. Refund Processing
Once we receive and inspect your returned item, we will notify you via email of the approval or rejection of your refund.
If approved:
- Refunds will be processed to your original payment method within 10 business days.
- Please allow additional time for your bank or payment provider to reflect the funds.
Contact Us
For any questions regarding this policy, please contact us at: 📧 velunesupport@gmail.com 🌐 velune.co.za