Refund policy

Velvet Strands Refund Policy

Last updated: May 2026

At Velvet Strands, customer satisfaction is important to us. We take pride in providing quality wigs, hair extensions, skincare, shapewear, and beauty accessories. Due to the hygienic nature of many of our products, certain return restrictions apply in accordance with South African consumer protection laws.

By placing an order with Velvet Strands, you agree to the terms below.

1. Returns Eligibility

We accept returns within 7 days of delivery if:

  • The item is unused and unworn
  • The product remains in its original packaging
  • All tags, hygiene seals, and lace/ties remain intact
  • The item has not been altered, washed, brushed, installed, or opened
  • Proof of purchase is provided

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

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless defective or incorrect:

  • Worn wigs or hair extensions
  • Opened skincare products
  • Used shapewear
  • Beauty products with broken seals
  • Sale or clearance items
  • Gift cards
  • Custom-made or pre-order items

This policy is aligned with the South African Consumer Protection Act (CPA) regarding hygiene-sensitive products.

3. Defective, Damaged, or Incorrect Items

If you receive:

  • A damaged item
  • A defective product
  • The wrong item

Please contact us within 48 hours of delivery.

Email: hello@velvetstrands.co.za

Include:

  • Your order number
  • Clear photos/videos of the issue
  • A brief description of the problem

Once assessed, Velvet Strands may offer:

  • A replacement
  • Store credit
  • A repair
  • A refund where applicable

4. Refund Processing

Approved refunds are processed within 5–10 business days to the original payment method.

Shipping fees are non-refundable unless the error was caused by Velvet Strands.

Bank processing times may vary depending on your payment provider.

5. Exchanges

Exchanges are subject to product availability.

Customers are responsible for return shipping costs unless the item received was defective or incorrect.

6. Order Cancellations

Orders may only be cancelled before they are processed or shipped.

Custom, pre-order, or made-to-order items cannot be cancelled once production or sourcing has begun.

7. Refused Deliveries

If a parcel is refused or returned due to:

  • Incorrect address information
  • Failure to collect
  • Repeated failed delivery attempts

Additional courier fees may apply before re-delivery or refund processing.

8. Consumer Rights

Nothing in this policy limits your rights under the South African Consumer Protection Act (CPA).

Customers remain entitled to remedies where products are defective, unsafe, or not as described.

9. Contact Us

For refund or return enquiries:

Velvet Strands
Email: hello@velvetstrands.co.za
Website: Velvet Strands