Refund policy

Return & Refund Policy

Last Updated: July 2026

At VelvetStudio™, we are committed to providing high-quality beauty devices and excellent customer service. Please read this Return & Refund Policy carefully before making a purchase.

By placing an order through our website, you agree to the terms below.

1. Eligibility for Returns

We accept returns only in the circumstances permitted by South African law and this policy.

To qualify for a return, the product must:

  • Be accompanied by proof of purchase.

  • Include all original accessories, attachments and packaging where reasonably possible.

  • Not have been intentionally damaged, misused, modified or repaired by anyone other than us or an authorised repairer.

  • Be returned in a hygienic condition where applicable.

2. Hygiene Products

The VelvetStudio™ Pore Fade (Blackhead Remover) is a personal skincare device intended for direct contact with the skin.

For hygiene, health and safety reasons, we reserve the right to refuse returns of products that:

  • Have been excessively used.

  • Have not been cleaned before return.

  • Present a hygiene or contamination risk.

  • Are returned in an unsanitary condition.

This does not affect any rights you may have under the Consumer Protection Act regarding defective or unsafe products.

3. Defective Products

If your product is defective, unsafe, or fails to meet the quality standards required by the Consumer Protection Act, you may return it within 6 months of delivery.

Where a valid defect exists, you may choose one of the following remedies:

  • Repair

  • Replacement

  • Full Refund

VelvetStudio™ reserves the right to inspect and test the returned product to verify the reported fault before processing the selected remedy.

Damage caused by misuse, accidental damage, improper cleaning, unauthorised repairs, normal wear and tear, failure to follow the user instructions, or use contrary to the supplied instructions is not regarded as a manufacturing defect.

4. Incorrect, Damaged or Incomplete Orders

Please inspect your order upon delivery.

If you receive:

  • The wrong item.

  • A damaged item.

  • An incomplete order.

Please contact us within 48 hours of delivery and include:

  • Your order number.

  • Photographs of the product.

  • Photographs of the packaging.

  • A description of the issue.

Where confirmed, we will arrange the appropriate remedy at no additional cost.

5. Cooling-Off Rights

Where applicable under the Electronic Communications and Transactions Act, customers purchasing online may have a statutory cooling-off period.

If this right applies:

  • The product must be returned in substantially the same condition as received.

  • Customers are responsible for the direct cost of returning the goods unless otherwise required by law.

  • Refunds will only be processed after the returned goods have been received and inspected.

Nothing in this policy limits your statutory rights under South African law.

6. Change of Mind

Unless required by law, VelvetStudio™ does not offer refunds or exchanges because:

  • You changed your mind.

  • You ordered the wrong product.

  • You no longer want the product.

  • You found it elsewhere at a lower price.

  • You did not achieve your desired cosmetic results despite the product functioning correctly.

Any return accepted outside our legal obligations is entirely at VelvetStudio™'s discretion.

7. Non-Returnable Items

The following cannot be returned unless defective or where required by law:

  • Used skincare devices that present a hygiene risk.

  • Consumable accessories.

  • Gift cards.

  • Clearance or final sale items where legally permitted.

  • Products damaged through misuse, abuse, negligence or improper storage.

  • Products modified or repaired by unauthorised persons.

8. Return Procedure

Before sending any item back, you must first contact our customer support.

Unauthorised returns may be refused.

Please include:

  • Full name

  • Order number

  • Reason for return

  • Photos or videos where applicable

Returns sent without prior approval may experience delays or be returned to the sender.

9. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be processed using the original payment method wherever possible.

  • Processing times depend on your payment provider or bank.

  • Original shipping charges are generally non-refundable unless required by law or where the error was ours.

10. Return Shipping

Where the return is due to:

  • A manufacturing defect.

  • An incorrect product supplied.

  • Our error.

VelvetStudio™ will arrange or reimburse reasonable return shipping costs where required.

Where the return is for any other legally permitted reason, the customer is responsible for return shipping costs unless otherwise agreed.

Customers remain responsible for returned goods until they are safely received by VelvetStudio™. We recommend using a tracked courier service.

11. Inspection of Returned Goods

All returned products undergo inspection.

Returns may be refused where:

  • The reported defect cannot be verified.

  • The product has been damaged after delivery.

  • The device shows signs of misuse.

  • Required components are missing.

  • The product has been tampered with.

12. Consumer Rights

Nothing contained in this Return & Refund Policy excludes, restricts or limits any rights that consumers have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African legislation.

Where this policy conflicts with applicable law, the law will prevail.

Contact Us

For all return and refund enquiries, please contact:

VelvetStudio™ Customer Support

Email: support@velvetstudio.co.za

Please include your order number in all correspondence.