You can return unopened products within 7 days of delivery. Email info@velvetskinbeauty.co.za with your order number before you send anything back. Products that arrive damaged, faulty or not what you ordered can be reported within 6 months of delivery.
Unopened products: 7 days to change your mind
Section 44 of the Electronic Communications and Transactions Act (ECTA) lets you cancel an online purchase within 7 days of delivery without giving a reason. We take a product back under this rule when it is:
- unopened and unused, with any seal or protective film intact;
- in its original box, with everything that came in it.
You pay the courier to return it, and we refund you by EFT within 10 working days of receiving it.
We do not swap products. To change to a different product, return the unopened one for a refund and place a new order.
Opened skincare
We cannot take back opened or used products unless they are faulty. This includes a product you stopped using because it irritated your skin. For hygiene reasons, an opened skincare product cannot be sold again.
Patch-test each new skincare product on a small area first, and stop using it if irritation develops.
Damaged, faulty or wrong items
If a product arrives damaged, faulty or not what you ordered, email us a photo and your order number within 6 months of delivery. We arrange the return at our cost and replace the product or refund you, as you choose.
The same applies to a fault that appears after delivery, within those 6 months. A product is faulty if it leaks, is past its expiry date when it arrives or has a pump, lid or seal that is broken or stops working. Section 56 of the Consumer Protection Act (CPA) gives you this right, and it applies to opened products too.
If the box looks damaged when the courier hands it over, take a photo before you open it, and keep the packaging until we reply.
The AGE-R Booster Pro Mini
The Consumer Protection Act covers the AGE-R Booster Pro Mini for 6 months from delivery. If it stops working properly in that time, email us your order number and a description, photo or short video of the fault. We arrange the return at our cost, then repair it, replace it or refund you, as you choose. If, within 3 months of a repair, the fault comes back or another fault appears, we replace the device or refund you.
This cover does not include damage from a fall or from use that goes against the manual.
Medicube’s 1-year warranty on its US store covers devices bought from Medicube US, so we cannot offer it. Where a manufacturer’s warranty does apply to a device we sold you, we pass it on and help you claim under it.
An unused device in its original box, with the manual, can be returned within 7 days like any other product.
How to return a product
- Email info@velvetskinbeauty.co.za with your order number, the product and the reason. For a damaged, faulty or wrong item, add a photo.
- We reply within 1 working day. For a change-of-mind return, the reply gives the address to send it to. For a damaged, faulty or wrong item, we book the courier collection.
- Pack the product so it cannot move in the box. If you are sending it yourself, use a courier that gives a tracking number, and keep the number until we confirm the parcel has arrived.
- We check the product when it arrives, then send the refund or the replacement.
What the refund covers
- Unopened products returned within 7 days: the price of the products. If you return the whole order, we also refund the delivery fee you paid.
- Damaged, faulty or wrong items: the price of the product, if you choose a refund instead of a replacement.
Every refund is paid by EFT into the bank account you give us by email, within 10 working days of our receiving the product.
For delivery times and what happens if a delivery fails, read the delivery policy.
Nothing in this policy reduces your rights under the Consumer Protection Act or ECTA.
