Refund policy

Returns & Refunds Policy (South Africa)

Business Name: VenusVelvet

At VenusVelvet, we are committed to providing high-quality skincare products. This Returns & Refunds Policy complies with the Consumer Protection Act 68 of 2008 (CPA) of South Africa and explains your rights when purchasing from us. (Acts Online)

1. Change of Mind

Due to the hygienic nature of skincare and cosmetic products, we do not accept returns or offer refunds for products simply because you changed your mind after receiving your order.

However, at our sole discretion, we may accept returns if:

  • The product is unopened, unused, and in its original sealed packaging.

  • The return request is made within 7 days of delivery.

  • You provide proof of purchase.

  • The product is in a resalable condition.

If approved, the customer is responsible for the return shipping costs unless otherwise required by law.

2. Damaged, Incorrect or Defective Products

If you receive a product that is:

  • Damaged during delivery,

  • Incorrect,

  • Faulty or defective,

  • Expired,

please notify us within 48 hours of receiving your order by emailing:

Email: [venusvelvetsa@gmail.com]
Include:

  • Your order number

  • Clear photographs of the product and packaging

  • A description of the issue

Once the claim has been assessed, we may offer:

  • A replacement product;

  • A repair (where applicable); or

  • A full refund,

as required under the Consumer Protection Act. (Acts Online)

3. Consumer Protection Act Rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008.

If a product is found to be defective, unsafe, or fails to meet the quality standards required by the CPA within 14 days of delivery, you may return it and choose either:

  • A repair,

  • A replacement, or

  • A full refund.

These statutory rights cannot be excluded or limited by this policy. (Acts Online)

4. Products That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns for:

  • Opened skincare creams

  • Used cosmetic products

  • Products with broken seals

  • Products that have been partially used

  • Products damaged due to misuse, improper storage, or failure to follow usage instructions

This restriction does not apply where the product is defective or where your rights under the CPA require a remedy. (Acts Online)

5. Refund Processing

Where a refund is approved:

  • Refunds will be processed using the original payment method.

  • Processing may take 5–10 business days, depending on your bank or payment provider.

  • Shipping charges are generally non-refundable unless the return is due to our error or a defective product.

6. Return Shipping

If the return is due to:

  • Our mistake,

  • An incorrect item,

  • A defective product,

we will cover the reasonable return shipping costs where required.

For approved discretionary returns (such as unopened products accepted as a goodwill gesture), the customer is responsible for return shipping costs.

7. How to Request a Return

Please contact us before sending any products back.

Include:

  • Full Name

  • Order Number

  • Proof of Purchase

  • Reason for Return

  • Supporting photographs (if applicable)

Returns sent without prior approval may not be accepted.

8. Contact Us

VenusVelvet Customer Support

Email: [ venusvelvetsa@gmail.com]
Website: [ venusvelvet]

Important Notice

This policy is intended to comply with the Consumer Protection Act 68 of 2008. Where any provision of this policy conflicts with the CPA, the provisions of the CPA will apply. (Acts Online)

This version is appropriate for South African skincare products such as your Turmeric Vitamin C Anti-Aging Cream and Turmeric & Bee Venom Firming Cream, balancing hygiene requirements with consumers' statutory rights under South African law.