Cancellation policy
VELOUR
PURCHASE CANCELLATION POLICY
Effective Date: 16 August 2026
At Velour, we carefully process every order to ensure that your products are prepared and dispatched efficiently. Please review our cancellation policy before completing your purchase.
1. Cancellation Before Processing
Customers may request cancellation of an order by contacting Velour as soon as possible after placing the order.
Cancellation requests must be submitted via:
Email: velourbeautystore@gmail.com
Phone/WhatsApp: +27 65 711 7770
A cancellation request does not automatically guarantee cancellation. Orders can only be cancelled where the request is received before the order has been processed, prepared for dispatch, or handed over to our courier partner.
2. Orders Already Processed or Dispatched
Once an order has been processed, packaged, or dispatched, it may no longer be possible to cancel the order.
Where cancellation is no longer possible, the customer may need to follow Velour’s applicable returns or refund procedure.
Customers should not refuse delivery solely to cancel an order without first contacting Velour.
3. Refunds Following an Approved Cancellation
Where Velour approves a cancellation and a refund is due, the refund will generally be processed using the original payment method.
Refund processing times may vary depending on the payment provider or financial institution.
Where applicable, any refund will be subject to the customer’s rights under South African consumer-protection legislation.
4. Custom, Personalised or Special-Order Products
Orders for customised, personalised, made-to-order, or specially sourced products may be subject to different cancellation terms.
Where such products have already entered production, sourcing, or preparation specifically for the customer, cancellation may not be possible except where required by applicable law.
5. Promotional and Sale Orders
Orders placed during promotional campaigns or sales remain subject to this cancellation policy and any additional terms communicated as part of the promotion.
Nothing in this policy limits any rights that a customer may have under applicable South African law.
6. Fraudulent or Unauthorised Transactions
If you believe an order was placed without your authorisation, contact Velour immediately using the details below.
We may request additional information to verify the transaction and protect the customer and Velour from fraudulent activity.
7. How to Request a Cancellation
Please provide the following information when contacting us:
- Full name
- Order number
- Email address used for the purchase
- Reason for cancellation, where applicable
The sooner you contact us, the greater the likelihood that we will be able to stop the order before processing or dispatch.
8. Contact Us
For cancellation requests or questions regarding an order:
Velour
Email: velourbeautystore@gmail.com
Phone/WhatsApp: +27 65 711 7770
Velour reserves the right to update this policy when necessary. Any updated version will be published on our website.