Refund policy

Refund & Return Policy – getvelouraskin.co.za

Latest update 7 July 2026

At Veloura Skin, we stand behind the quality of the Dr Melaxin 5-Piece Skincare Set. Your satisfaction is important to us, and we aim to resolve any issues quickly and fairly.

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1. Returns

Due to the nature of our products and our fulfillment process, we do not accept returns for change of mind or personal preference.

We are unable to accept returned items because products are shipped directly from our fulfillment partner (Teemdrop) and handled through a non-return logistics system.

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2. Refunds

We offer refunds only under the following conditions:

You may qualify for a refund if:

* Your order was not delivered within the maximum estimated delivery time
* You received the wrong item
* Your item arrived damaged or severely defective
* Your order is confirmed as lost in transit by the shipping carrier

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3. Replacement Policy (Preferred Solution)

In most cases, we will offer a free replacement instead of a refund.

We will reship your order if:

* The item is damaged
* The wrong product was sent
* The package is confirmed lost

This ensures faster resolution and avoids unnecessary delays.

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4. Refund/Replacement Requirements

To process any claim, you must:

* Contact us within 7 days of delivery (or expected delivery date)
* Provide your order number
* Submit clear photo or video evidence of the issue

Without valid proof, claims may not be approved.

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5. Non-Refundable Situations

We do not offer refunds or replacements in the following cases:

* Customer changes mind after purchase
* Incorrect shipping address provided
* Delays caused by customs or courier services
* Minor packaging differences that do not affect product use
* Skin reactions or allergies (we recommend a patch test before use)

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6. Shipping Delays

While we aim for timely delivery, shipping times may vary depending on location and courier services. Delays outside our control do not automatically qualify for refunds.

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7. Chargebacks

We encourage customers to contact us directly before initiating a chargeback. Most issues can be resolved quickly through our support team.

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8. Contact Us

For any refund or replacement requests, please contact:
Email chandodacosta48@gmail.com
WhatsApp number 0736178404