Refund policy
Returns & Refund Policy
Last Updated: July 2026
At VelvetMUSE™, we are committed to delivering premium-quality products and exceptional customer service. Please read our Returns & Refund Policy carefully before making a purchase.
1. 14-Day Return Policy
If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order, provided the following conditions are met:
The item must:
- Be unused and in its original condition.
- Include all original accessories, manuals and packaging.
- Show no signs of wear, damage, misuse or alteration.
- Be returned in a resaleable condition.
Returns that do not meet these conditions may be declined or may be subject to a reasonable handling or restoration fee where permitted by law.
2. Hygiene & Personal Care Products
Because the VelvetMUSE™ Hair Straightener Brush is a personal care product that comes into direct contact with hair, we cannot accept returns of products that have been used, unless:
- the product is defective;
- the incorrect item was supplied; or
- the return is otherwise required by applicable South African law.
This policy helps protect the health and safety of all customers.
3. Faulty or Defective Products
If your product develops a manufacturing fault or arrives damaged, please contact us within 48 hours of delivery and provide:
- your order number;
- photographs or videos of the issue; and
- a description of the fault.
Where the product is found to be defective due to a manufacturing fault, you may be entitled to a repair, replacement or refund in accordance with the Consumer Protection Act.
This does not cover:
- accidental damage;
- misuse;
- improper storage;
- unauthorized modifications;
- normal cosmetic wear and tear;
- damage caused by liquids, drops or impact;
- use contrary to the supplied instructions.
4. Incorrect or Damaged Orders
If you receive:
- the wrong product;
- a product damaged during delivery; or
- an item with missing components,
please notify us within 48 hours of delivery.
We will work with you to arrange a replacement or other appropriate solution as quickly as possible.
5. Change of Mind Returns
If you simply change your mind, you may request a return where applicable under South African law.
To qualify:
- the product must be unused;
- all packaging must be included;
- the item must be in a resaleable condition.
The customer is responsible for return shipping costs unless the return is required due to our error or applicable law.
Original shipping fees are non-refundable unless required by law.
6. Refund Process
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed back to your original payment method.
Depending on your bank or payment provider, refunds may take 5–10 business days to appear.
7. Return Shipping
Unless otherwise required by law or where the return is due to our error or a defective product, customers are responsible for:
- return shipping costs;
- securely packaging the item for transit.
We recommend using a tracked courier service, as we cannot be responsible for returns lost in transit.
8. Non-Returnable Items
The following cannot be returned unless defective or required by law:
- Used hair styling products.
- Items returned without original accessories.
- Products damaged due to misuse or neglect.
- Gift cards.
- Clearance or final sale items (unless defective).
9. Consumer Rights
Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where those laws provide greater protection than this policy, the applicable law will prevail.
10. How to Start a Return
Please contact us before returning any item.
Include:
- Full Name
- Order Number
- Reason for Return
- Photos or Videos (if applicable)
Our support team will provide return instructions if your request qualifies under this policy.