Returns & Refund Policy – Velure
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Returns & Refund Policy

Returns & Refund Policy

Last Updated: 03/06/2026

Our Commitment

At Velure, we are committed to providing premium products and an exceptional customer experience.

If you are not completely satisfied with your purchase, we're here to help.

Please review the following policy carefully before requesting a return or refund.

Return Eligibility

You may request a return within 30 days of receiving your order if:

  • The item is unused and in its original condition.

  • The item is returned in its original packaging.

  • The item is not excluded from returns due to hygiene and safety reasons.

  • Proof of purchase is provided.

Returns requested after 30 days of delivery may not be accepted.

Hygiene & Safety Notice

Due to the personal nature of oral care products, certain items cannot be returned once opened, used, or unsealed.

For health, hygiene, and safety reasons, we cannot accept returns on:

  • Opened teeth whitening kits

  • Opened whitening strips

  • Opened whitening gel refills

  • Opened colour-correcting serums

  • Opened toothbrush heads

  • Opened oral care products intended for personal use

This policy helps ensure the safety and quality of all products provided to our customers.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

Once reviewed, we may offer:

  • A replacement product

  • A store credit

  • A refund where appropriate

Change Of Mind Returns

If you change your mind about your purchase, you may request a return provided:

  • The product remains unopened

  • The product remains unused

  • The product is returned in its original packaging

Customers are responsible for return shipping costs unless the return is due to an error on our part.

Refund Process

Once your returned item has been received and inspected, we will notify you regarding the outcome of your refund request.

If approved, refunds will be processed back to the original payment method used during checkout.

Please allow 5–10 business days for your financial institution or payment provider to process the refund.

Shipping Costs

Original shipping charges are non-refundable unless:

  • The product arrived damaged

  • The incorrect item was supplied

  • The return was caused by an error on our part

Non-Returnable Items

The following items are not eligible for return:

  • Opened or used oral care products

  • Gift cards

  • Clearance or final-sale items

  • Products damaged through misuse, neglect, or improper handling

Order Cancellations

Orders may be cancelled before dispatch.

Once an order has been shipped, it will be subject to the returns process outlined in this policy.

How To Request A Return

To initiate a return, please contact our support team:

Email: velure.za@gmail.com

Please include:

  • Full name

  • Order number

  • Reason for return

  • Supporting photos (if applicable)

Our team will provide further instructions regarding the return process.

Consumer Rights

Nothing in this policy limits any rights available to consumers under applicable South African consumer protection legislation, including the Consumer Protection Act (CPA).

Contact Us

Velure

Email: velure.za@gmail.com

Customer Support Hours:
Monday – Friday
09:00 – 17:00 SAST

We are committed to resolving all customer concerns fairly, professionally, and efficiently.