Returns & Refunds Policy

Returns & Refunds Policy

Last updated: 01/08/2026

At Velvet Maison, we want you to be completely satisfied with your purchase. Our returns policy complies with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions (ECT) Act.

1. 7-Day "Cooling-Off" Period

In terms of Section 44 of the ECT Act, you are entitled to cancel your purchase within 7 days of receiving your items without reason or penalty.

  • Items must be unused, unwashed, undamaged, and in their original packaging.

  • You will be responsible for paying the courier cost to return the item to us.

  • Once inspected and approved, a full refund for the product price will be processed back to your original payment method within 5–7 business days.

2. Defective or Damaged Items

If your item arrives damaged, defective, or incorrect, please notify us within 14 days of delivery at support@velvetmaison.co.za with your order number and photos/videos of the issue.

  • We will arrange and pay for courier collection of the item.

  • You can choose between a free replacement, an exchange, or a full refund.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless defective:

  • Opened personal care/hygiene products.

  • Custom or personalized goods.

  • Final sale or clearance items.