Return & Refund Policy

At Veluna, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

Returns

You may request a return within 7 days of receiving your order.

To be eligible for a return, the item must:

• Be unused and in its original condition.
• Be returned in its original packaging with all accessories included.
• Include proof of purchase (order number or receipt).

For hygiene reasons, used facial cleansing brushes cannot be returned or refunded, unless the product is faulty or damaged upon arrival.

Faulty or Damaged Products

If your item arrives damaged, defective, or stops working due to a manufacturing fault within 2 months of purchase, you may be entitled to a repair, replacement, or refund in accordance with the South African Consumer Protection Act.

Please contact us within 48 hours of receiving a damaged item and include:

• Your order number
• A description of the issue
• Clear photos or videos showing the fault

Non-Returnable Items

We cannot accept returns for:

• Products that have been used for hygiene reasons.
• Items damaged through misuse, neglect, or improper handling.
• Products returned without their original packaging and accessories.
  

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note:

• Original shipping costs are non-refundable unless the return is due to our error or a faulty product.
• Depending on your bank or payment provider, it may take additional time for the funds to reflect in your account.

Exchanges

We only replace items if they are defective, damaged, or incorrect.

If you need an exchange, please contact us using the details below.

Return Shipping

If the return is due to:

• A defective, damaged, or incorrect product: We will cover the return shipping costs.
• A change of mind: The customer is responsible for all return shipping costs.

We recommend using a tracked courier service, as we cannot be responsible for items lost during return shipping.

Order Cancellations

Orders may only be cancelled before they have been dispatched.

Once an order has been shipped, it must follow our standard return process.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: veluna.store12@gmail.com
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (SAST)