VELARIA

RETURNS AND REFUNDS POLICY

 

Last updated: 10 August 2026

 

This Refund Policy is published by Velaria (Pty) Ltd, trading as Velaria ("Velaria", "we", "us", "our"), and sets out your rights and our process for returns and refunds. Nothing in this policy limits or excludes any right you have under the Consumer Protection Act 68 of 2008 ("CPA") that cannot lawfully be limited or excluded. Where any part of this policy conflicts with a right you hold under the CPA, the CPA prevails to the extent of that conflict.

We do not offer a discretionary change-of-mind return window beyond what the law requires. Returns and refunds are available in the circumstances set out below: where a product is defective, damaged, or incorrectly supplied, or under the statutory cooling-off rights described in section 2, which include a general 7-day no-reason cancellation right for online purchases.

1. Defective, damaged, or incorrectly supplied products

You have rights under the CPA in respect of goods that are defective, unsafe, or not of the quality you are entitled to expect. Under the CPA's implied warranty, you may return such goods within 6 (six) months of delivery, without penalty and at our risk and expense, and choose (at your discretion) a replacement or a refund. Given the nature of our products, a repair is not a practicable remedy, so we offer a replacement or a refund.

These rights apply whether or not the product has been opened or used, opening a product is often necessary to discover a defect.

If your item arrives damaged in transit, or you receive the wrong item, please contact us as soon as possible and ideally within 5 business days of delivery, so that we can raise the matter with our courier promptly. This 5-business-day guideline is for transit damage and incorrect items only; it does not limit your 6-month statutory right to claim for a manufacturing defect discovered later.

Please inspect your order on receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

2. Statutory cooling-off periods

Separately from section 1, you have two distinct statutory cancellation rights under South African law, summarised below.

General online purchase cancellation (7 days): under section 44 of the Electronic Communications and Transactions Act 25 of 2002, you may cancel an electronic transaction for goods without reason and without penalty within 7 (seven) days of receiving the goods. If you exercise this right, we may charge you the direct cost of returning the goods, and any amount already paid will be refunded within 30 days of your cancellation. This right applies to ordinary purchases made through our online store.

Direct-marketing cancellation (5 business days): separately, where you entered into your purchase specifically as a result of us directly approaching you (for example, an unsolicited email, SMS, or call promoting a purchase to you), section 16 of the Consumer Protection Act 68 of 2008 gives you the right to cancel that transaction, without reason or penalty, within 5 (five) business days of receiving the goods. This right does not apply where you visited our store and purchased on your own initiative.

To exercise either right, give us written notice at info@velaria.co.za. These rights are in addition to, and do not replace, the rights described in section 1 above.

3. How to start a return

To start a return, contact us at info@velaria.co.za. Please do not send items back to us before requesting a return, items sent to us without a prior return request will not be accepted.

If your return is accepted, we'll confirm the return address directly with you and provide instructions on how to send your package.

Where a return is due to our error (a defective, damaged, or incorrectly supplied item), we will cover the cost of return shipping.

You can contact us with any return question at info@velaria.co.za.

4. Non-returnable items

Gift cards are non-returnable and non-refundable.

Please get in touch if you have questions about a specific item.

5. Bulk and stockist orders

Orders of 7 or more units are handled as custom bulk or stockist orders and are subject to the specific terms agreed with you at the time of that order, rather than this Refund Policy.

6. Refunds

We will notify you once we've received and inspected your return, and let you know whether your refund or replacement (as applicable) has been approved. If a refund is approved, you'll be refunded to your original payment method within 10 business days of approval. Please note it can take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@velaria.co.za.

We are committed to supplying products of the highest quality. If you believe a product has a manufacturing defect, please contact us so we can investigate the matter promptly.

7. Contact

Questions about this Refund Policy should be sent to info@velaria.co.za or +27 60 907 3154.