Refund policy

At Velour, we are committed to providing high-quality wigs and fragrances. Due to the nature of our products and for hygiene and safety reasons, our return and refund policy is outlined below.

1. Returns Eligibility

To be eligible for a return, an item must:

  • Be unused, unworn, and in its original condition.
  • Be returned in its original packaging with all tags, seals, and accessories intact.
  • Be accompanied by proof of purchase.
  • Be returned within 7 days of delivery.

Items that do not meet these conditions may not qualify for a return or refund.

2. Wig Returns

For hygiene reasons, wigs may only be returned if:

  • The wig has not been worn, installed, cut, altered, washed, coloured, or treated in any way.
  • The lace has not been cut.
  • The original packaging and tags remain attached.

We reserve the right to inspect all returned wigs before approving a refund or exchange.

3. Fragrance Returns

Due to health and safety regulations, fragrances may only be returned if:

  • The product was received damaged.
  • The incorrect item was delivered.
  • The product is defective upon arrival.

Opened, used, or tested fragrances cannot be returned or refunded.

4. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Please provide:

  • Your order number.
  • Clear photographs of the item.
  • Photographs of the packaging.

Once reviewed and approved, we will arrange a replacement, exchange, or refund where applicable.

5. Non-Returnable Items

The following items cannot be returned:

  • Opened fragrances.
  • Used wigs.
  • Customized or special-order products.
  • Gift cards.
  • Clearance or sale items (unless defective).

6. Refunds

Once your return has been received and inspected, you will be notified of the outcome.

If approved, refunds will be processed to the original payment method within 7–14 business days.

Shipping fees are non-refundable unless the return is due to our error or a defective product.

7. Exchanges

We may offer exchanges for eligible items where stock is available.

Exchange requests must comply with all return conditions outlined in this policy.

8. Return Shipping

Customers are responsible for return shipping costs unless:

  • The wrong product was supplied.
  • The product arrived damaged.
  • The product is defective.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

9. Cancellation of Orders

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled and must follow the return process outlined above.

10. Contact Us

For all return, exchange, or refund requests, please contact:

Email: velourbeautystore@gmail.com

WhatsApp: +27 65 711 7770

Business Hours:
Monday – Friday
09:00 – 17:00 SAST

We are committed to resolving all customer concerns fairly and in accordance with applicable South African consumer protection laws.