Refund policy

Velora Living Returns & Refunds Policy

Last Updated: June 2026

At Velora Living, we are committed to providing quality products and excellent customer service. This Returns & Refunds Policy applies to all purchases made through Velora Living and is designed to comply with applicable South African consumer protection laws.

1. General Return Requirements

To be eligible for a return, exchange, repair, or refund:

  • Proof of purchase must be provided.
  • The product must be returned with all accessories, manuals, cables, and original packaging where applicable.
  • The product must not have been intentionally damaged, altered, misused, neglected, or repaired by an unauthorized third party.
  • Velora Living reserves the right to inspect all returned products before approving a refund, replacement, repair, or exchange.

2. Online Purchase Cooling-Off Period

Where applicable under South African law, customers purchasing products online may cancel their order within 7 days of receiving the goods.

The product must:

  • Be returned in substantially the same condition as received.
  • Include original packaging and accessories.
  • Not show signs of unreasonable use or damage.

The customer is responsible for return shipping costs unless otherwise required by law.

Any original shipping charges may be deducted from the refund where permitted by law.

3. Defective or Faulty Products

In accordance with Section 56 of the Consumer Protection Act, customers may return products that are defective, unsafe, or not fit for their intended purpose within 6 months of delivery.

Where a product is confirmed to be defective, the customer may choose:

  • A repair;
  • A replacement; or
  • A refund.

Velora Living reserves the right to inspect and test the product to verify the reported defect.

Returns may be rejected where the issue resulted from:

  • Misuse or abuse;
  • Accidental damage;
  • Negligence;
  • Improper storage;
  • Failure to follow instructions;
  • Unauthorized modifications or repairs;
  • Normal wear and tear.

4. LED Mirrors

Our LED mirrors are intended for normal household and personal use.

The following are not considered manufacturing defects:

  • Damage caused by dropping, impact, misuse, or improper handling.
  • Damage caused by water exposure or moisture.
  • Power surge or electrical damage.
  • Scratches, chips, cracks, or breakages reported after delivery.
  • Damage caused during transportation after delivery.
  • Normal wear and tear.

Customers must inspect their LED mirror immediately upon delivery.

Any transit damage, missing parts, or incorrect items must be reported within 48 hours of delivery and accompanied by clear photographs.

For transit damage claims, Velora Living may request an unboxing video showing the condition of the package upon opening to assist with the claim investigation.

5. Beauty and Personal Care Products

For hygiene and safety reasons, Velora Living cannot accept returns of:

  • Opened beauty products.
  • Used cosmetic products.
  • Personal care products where seals have been broken.
  • Products that have been partially consumed.

Exceptions apply only where the product is defective, damaged on arrival, or supplied incorrectly.

6. Incorrect Orders

If you receive the wrong product, please notify Velora Living within 48 hours of delivery.

Once verified, we will arrange a replacement, exchange, or refund at no additional cost to the customer.

7. Return Shipping

Non-Defective Returns

The customer is responsible for all return shipping costs.

Defective Products

Where a valid defect is confirmed, Velora Living will cover reasonable return shipping costs or arrange collection where practical.

Customers remain responsible for safely packaging returned products.

Velora Living is not responsible for items lost or damaged during return shipping where the customer arranged the courier.

8. Refunds

Approved refunds will be processed using the original payment method whenever reasonably possible.

Refunds are typically processed within 10 business days after approval, although banking institutions may require additional processing time.

Shipping fees, courier costs, transaction fees, and packaging costs may be deducted from non-defective returns where permitted by law.

9. Non-Returnable Items

The following items cannot be returned unless defective or required by law:

  • Opened beauty products.
  • Used personal care products.
  • Clearance or final-sale items clearly marked as non-returnable.
  • Gift cards.
  • Products damaged through misuse, negligence, or improper handling.

10. Return Requests

To request a return, exchange, repair, or refund, please contact:

Velora Living
Email: support@veloraliving.co.za
Website: veloraliving.co.za

Please include:

  • Full name
  • Order number
  • Product name
  • Reason for return
  • Photographs where applicable

Failure to provide sufficient information may delay processing.

11. Governing Law

This policy is governed by the laws of the Republic of South Africa.