Refund policy

Fair when something is wrong. Firm when an item has been used or cannot be resold safely.

Last updated: 4 August 2026

1. Start a return

1. Contact us
   Use the contact page and provide your order number and reason.
2. Wait for approval
   We will confirm eligibility and provide the correct return instructions.
3. Return safely
   Pack all parts securely and use a trackable service when you arrange shipping.

A return request is not approved until we confirm it in writing. Items remain the customer’s responsibility until received at the approved return location, except where applicable law places the risk on us.

2. Change-of-mind returns

In addition to rights that apply by law, Velvet Curl Beauty ZA offers a 14-day change-of-mind request window from the date of delivery, subject to the conditions below.

To qualify, the product must be:

• unused, unworn, unwashed, unaltered and free from hair, makeup, odour, marks or other signs of handling beyond what is reasonably necessary to inspect it;
• complete with every accessory, insert, protective film, seal, label, free gift and component supplied;
• in its original packaging, with that packaging undamaged and suitable for resale; and
• supported by valid proof of purchase from Velvet Curl Beauty ZA.

The customer pays the direct cost of returning a non-defective unwanted item. We strongly recommend tracked delivery. We are not responsible for a customer-arranged return lost before it reaches the approved return location.

Seven-day statutory cooling-off period

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an eligible online purchase without reason or penalty within seven days after receiving the goods. The only charge we may levy for that cancellation is the direct cost of returning the goods. Any refund will be made within the period required by law.

For a voluntary change-of-mind request made after the statutory period but within our 14-day window, original delivery fees are not refundable unless the return results from our error or the law requires otherwise.

3. Hygiene and non-returnable items

For health and hygiene reasons, products that have been opened, worn, used, washed or had a hygiene seal removed cannot be returned for change of mind where they cannot safely be resold. This includes, where applicable, bonnets, pillowcases, hair towels, scalp or detangling brushes, edge and braiding tools, makeup brushes, facial tools, applicators and similar personal-care items.

We also do not accept change-of-mind returns for:

• personalised, made-to-order or materially customised products;
• gift cards or downloadable/digital products, if offered;
• incomplete products or products damaged after delivery through misuse, poor care, improper storage, accidental damage or unauthorised modification;
• items marked final sale, but only to the extent the law permits; or
• minor packaging wear that does not affect the product, slight screen-to-product colour variation, or reasonable manufacturing tolerances that do not make the item materially different from its description.

These exclusions do not remove your rights if an item is defective, unsafe, materially misdescribed, damaged before delivery or incorrect.

4. Defective, damaged or incorrect goods

Please inspect your order promptly. For courier damage, missing components or an incorrect item, contact us as soon as reasonably possible—ideally within 48 hours—with your order number, a clear description, photographs of the item, outer packaging and shipping label, and video where it helps demonstrate the issue. Keep all packaging while the claim is reviewed.

Under section 56 of the Consumer Protection Act, qualifying goods that fail to meet the statutory quality standards may be returned within six months of delivery, without penalty and at the supplier’s risk and expense. Subject to the Act, the consumer may direct us to repair, replace or refund the defective goods.

We may reasonably inspect the product and request information needed to confirm the fault. The statutory warranty does not cover normal wear, accidental damage, misuse, failure to follow care instructions, unauthorised repairs or alterations made after the goods left our control.

5. Exchanges

Exchanges are subject to product availability and approval. For a change-of-mind exchange, the customer is responsible for approved return shipping and any reasonable re-delivery charge. If the replacement costs more, the difference must be paid before dispatch; if it costs less, the difference will be refunded.

If we supplied the wrong item or approve a qualifying defect claim, we will cover the reasonable collection/return and replacement delivery costs as required.

6. Inspection, deductions and refused returns

We inspect returned items before approving a refund. Where the law permits, a reasonable deduction may be made for use, missing parts, damaged packaging, cleaning required or diminished value caused by handling beyond what was necessary to inspect the item.

A return that does not meet this policy may be refused and held for collection or sent back at the customer’s cost. We will explain the reason and provide reasonable supporting information.

7. Refund timing and method

Approved refunds are issued to the original payment method. We do not require a customer to accept store credit where the law entitles that customer to a monetary refund.

For ordinary approved returns, we aim to process the refund within 10 business days after inspection. Your bank or payment provider may then take additional time to display the credit. Statutory refunds will be made no later than the period required by applicable law.

Delivery fees are refunded where required by law or where the return results from our error. For partial returns, promotional bundles or gifts-with-purchase, the refund may be adjusted to reflect the items retained and the promotion’s qualifying conditions, where lawful and disclosed.

8. Order cancellations

Contact us immediately if you wish to cancel. We will try to stop the order, but cannot guarantee cancellation after fulfilment has started. If already dispatched, the order must be received and handled through the return process. This section does not limit any statutory cancellation right.

Nothing in this policy excludes or limits rights that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African law. If this policy conflicts with a non-excludable legal right, that right prevails.