Refund policy
Last Updated: June 2026
At Velour, we are committed to providing a premium shopping experience. If you are not completely satisfied with your purchase, please review our returns and refund policy below.
Returns
Customers may request a return within 7 days of receiving their order.
To be eligible for a return:
- The item must be unused and in its original condition.
- The item must be returned in its original packaging.
- Proof of purchase must be provided.
- The item must not be damaged after delivery.
Velour reserves the right to inspect all returned items before approving a refund or exchange.
Fragrances
Due to hygiene and product integrity reasons, fragrances may only be returned if:
- The product was received damaged.
- The incorrect product was delivered.
- The product is defective.
For health and safety reasons, we cannot accept returns on opened, used, or sprayed fragrance products unless the item is faulty.
Cases, Displays & Accessories
Organisers, display cases, and accessories may be returned within 7 days of delivery provided they:
- Are unused.
- Are in their original packaging.
- Are returned in a resalable condition.
Damaged or Incorrect Orders
If your order arrives damaged or incorrect:
Please contact us within 48 hours of delivery and include:
- Your order number.
- Photographs of the item.
- Photographs of the packaging.
Email:
We will assess the issue and arrange a replacement, exchange, or refund where appropriate.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method used during checkout.
Please allow:
- 3–5 business days for processing.
- Additional time depending on your bank or payment provider.
Non-Refundable Items
The following items are not eligible for refunds:
- Opened fragrance products.
- Used products.
- Gift cards.
- Sale or clearance items (unless faulty).
- Products damaged through misuse.
Exchanges
We only replace items if they are:
- Defective.
- Damaged during shipping.
- Incorrectly supplied.
Exchange requests must be submitted within 7 days of delivery.
Return Shipping
If a return is approved:
- Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrectly supplied.
- We recommend using a tracked shipping service.
Velour cannot be held responsible for items lost during return transit.
Cancellations
Orders may be cancelled before they have been dispatched.
Once an order has been shipped, it must follow the standard returns process outlined above.
Contact Us
For all return and refund enquiries:
Velour
Email: info@velourstandard.co.za
Website: https://velourstandard.co.za