Refund policy

Refund Policy

ShopVeluna (Pty) Ltd
Website: www.shopveluna.co.za
Email: shopvelunasa@gmail.com

Last updated: 1 August 2026

At ShopVeluna, we want you to be satisfied with your purchase. This Refund Policy explains your rights and our obligations in accordance with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) of South Africa.

1. Your Consumer Rights

Nothing in this policy limits or excludes any rights you may have under South African consumer law. If goods are defective, unsafe, not of good quality, or not reasonably suitable for their intended purpose, you may be entitled to a repair, replacement, or refund as provided for in the CPA.

2. Cooling-Off Right for Online Purchases (ECTA)

Because purchases are made online, you may cancel your order within 7 (seven) days after receiving the goods without giving a reason.

To exercise this right, you must notify us in writing at shopvelunasa@gmail.com within the 7-day period.

Conditions

  • Goods must be returned within a reasonable time after cancellation.

  • Goods must be unused, in their original condition, and in the original packaging with all accessories, manuals, tags, and promotional items included.

  • You are responsible for the cost of returning the goods unless the goods were supplied incorrectly or were defective.

Once the returned goods have been received and inspected, we will process the refund within 10 business days.

3. Defective or Faulty Products

If a product is defective, damaged on arrival, unsafe, or does not perform as reasonably expected, please contact us within 6 months of delivery at shopvelunasa@gmail.com with:

  • Your order number

  • A description of the issue

  • Clear photographs or video evidence where applicable

In terms of section 56 of the CPA, we may, at your election and where the CPA applies:

  • repair the product,

  • replace the product, or

  • refund the purchase price.

We may inspect the product before approving the remedy.

If the product is confirmed to be defective, ShopVeluna will cover the reasonable return shipping costs.

4. Incorrect Items Supplied

If you receive the wrong item, contact us within 7 days of delivery. We will arrange collection where reasonably possible and send the correct item or issue a full refund.

5. Change of Mind Returns

We do not accept returns for a change of mind after the 7-day ECTA cooling-off period has expired.

Where a return is approved within the cooling-off period, the item must be unused, unopened where sealed, and in a resalable condition.

6. Non-Returnable Items

For hygiene, health, safety, and consumer protection reasons, the following items may not be returned unless defective:

  • Opened personal care products

  • Beauty tools that have been used

  • Heated or wearable wellness products that have been worn against the body

  • Cosmetic accessories that have been used

  • Items marked as non-returnable on the product page

  • Gift cards, vouchers, and downloadable digital products

This limitation does not apply where the item is defective.

7. Condition of Returned Goods

Returned items must:

  • be unused and unwashed,

  • be free from damage caused by misuse, negligence, alteration, or normal wear and tear,

  • include all original packaging and accessories, and

  • be adequately packaged to prevent damage during return transit.

We reserve the right to refuse a return or reduce the refund where the item has been used beyond what is reasonably necessary to examine it.

8. Refunds

Approved refunds will be made to the original payment method used for the purchase.

Refunds may take 5-10 business days to reflect, depending on your bank or payment provider.

Original shipping fees are non-refundable unless:

  • the item was defective,

  • the item was damaged in transit, or

  • we supplied the wrong item.

9. Order Cancellations Before Dispatch

Orders may be cancelled before dispatch by contacting shopvelunasa@gmail.com as soon as possible.

If payment has already been processed, the refund will be issued to the original payment method within 10 business days.

Once an order has been dispatched, it is treated as a return request under this policy.

10. Delivery and Risk

Risk in the goods passes to you upon delivery to the address provided in your order. Please inspect your parcel on arrival and report any transit damage within 48 hours of delivery.

11. Promotional Bundles and Free Gifts

Where products were purchased as part of a bundle or with a free gift, all items forming part of that promotion must be returned in order to receive a full refund. If promotional items are not returned, their retail value may be deducted from the refund.

12. Chargebacks and Payment Disputes

If you experience a problem with your order, please contact us first at shopvelunasa@gmail.com so that we can attempt to resolve the matter promptly.

Fraudulent chargebacks may be disputed with the relevant payment provider and supporting delivery and communication records may be submitted.

13. How to Request a Return or Refund

Email shopvelunasa@gmail.com with:

  • Full name

  • Order number

  • Product name

  • Reason for return

  • Photographs or video (if applicable)

We will provide return instructions and, where applicable, a return reference number.

14. Contact Details

ShopVeluna
Website: www.shopveluna.co.za
Email: shopvelunasa@gmail.com

This policy is governed by the laws of the Republic of South Africa. Any disputes will be subject to the jurisdiction of the appropriate South African courts or consumer protection bodies.