Refund policy

RETURN & REFUND POLICY

Last Updated: June 2026

At Veluno, customer satisfaction is important to us. This Returns & Refund Policy explains your rights and responsibilities when purchasing products from our online store.

1. 7-Day Cooling-Off Period (Online Orders)

In accordance with the Electronic Communications and Transactions Act (ECT Act), customers may cancel an online order within 7 days of receiving the goods without providing a reason.

To qualify:

  • The item must be unused and in its original condition.
  • The item must be returned in its original packaging with all accessories, manuals, and documentation.
  • The customer is responsible for the direct cost of return shipping unless otherwise agreed.

Once the returned item has been received and inspected, a refund will be processed to the original payment method.

2. Defective, Damaged or Faulty Products

In terms of the Consumer Protection Act (CPA), all products carry a statutory warranty of quality for 6 months from the date of delivery.

If a product is defective, unsafe, or fails due to a manufacturing fault under normal use, Veluno may, at its discretion and in accordance with applicable law:

  • Repair the product;
  • Replace the product; or
  • Refund the purchase price.

Where a product is confirmed to be defective, Veluno will cover the reasonable cost of return shipping.

3. Incorrect Items Received

If you receive the wrong item, please notify us within 7 days of delivery.

Veluno will arrange collection or provide return instructions and will send the correct product or issue a full refund.

4. Non-Returnable Items

The following products cannot be returned unless defective:

  • Personalised or custom-made products.
  • Hygiene-sensitive products that have been opened, used, or unsealed.
  • Products that have been installed, altered, damaged, modified, or misused after delivery.
  • Products returned without original packaging where the packaging forms part of the product.
  • Clearance, liquidation, or final-sale items where permitted by law.

5. Condition of Returned Goods

Returned items must be:

  • Clean and free from damage.
  • Complete with all original components.
  • Returned in original packaging where reasonably possible.

Veluno reserves the right to reduce a refund where goods have been used beyond what is reasonably necessary to inspect them.

6. Refund Processing

Once a returned item has been received and inspected, customers will be notified of the outcome.

Approved refunds will be processed to the original payment method within a reasonable period, typically 5–10 business days depending on the payment provider.

Shipping fees are non-refundable unless:

  • The product is defective;
  • The wrong product was supplied; or
  • Required by law.

7. Cancellation Before Shipment

Orders may be cancelled before dispatch for a full refund.

Once an order has been shipped, the return process described in this policy will apply.

8. Delivery Issues

Customers must inspect deliveries upon receipt.

Any delivery shortages, damages, or incorrect items should be reported within 48 hours of delivery.

9. Abuse of Return Policy

Veluno reserves the right to refuse returns where:

  • Fraudulent activity is suspected;
  • Products have been intentionally damaged;
  • Products show signs of misuse, neglect, or abuse;
  • Excessive or unreasonable return behaviour is identified.

Nothing in this policy limits any rights afforded to consumers under South African law.

10. Contact Us

For return requests, please contact:

Veluno
Email: support@veluno.co.za

Please include:

  • Order Number
  • Product Name
  • Reason for Return
  • Supporting Photos (if applicable)

We will respond as soon as possible with return instructions.