Last Updated: 24/07/2025
At Velvet Essence, we take great care in crafting high-quality bath, body, and home products. Due to the nature of our products and hygiene regulations, we have specific guidelines for returns and refunds as outlined below.
1. RETURNS & EXCHANGES
We accept returns or exchanges only on unused, unopened products in their original packaging, provided the request is made within 7 days of delivery.
We cannot accept returns on:
- Products that have been opened, used, or handled
- Items not in their original packaging
- Custom or promotional items
- Products returned after 7 days of purchase
2. GIFT VOUCHERS
Gift vouchers are refundable if returned within 7 days of being issued, and only if they have not been redeemed in part or full.
3. HANDLING FEE
All approved returns or exchanges are subject to a 10% handling fee, which covers inspection, administration, and restocking.
4. REFUNDS
We do not offer cash refunds. Instead, we will issue a replacement voucher equal to 90% of the original purchase price (after the 10% handling fee is deducted).
- This voucher can be used for any future purchase with Velvet Essence
- The voucher is valid for 6 months from the date of issue
5. DAMAGED OR INCORRECT ITEMS
If you receive a damaged or incorrect item, please notify us within 48 hours of delivery with clear photos of the product and packaging. We will review the case and arrange a suitable replacement or voucher if necessary.
6. RETURN PROCESS
To initiate a return, please contact us at [Insert Email Address] within 7 days of receiving your order. Include:
- Your order number
- Reason for the return
- A photo of the product (if applicable)
Once approved, we will provide return instructions. Return shipping costs are the responsibility of the customer unless the product was sent in error or arrived damaged.
7. NEED HELP?
For any questions regarding returns or vouchers, please contact us at:
📧 info@velvetessence.co.za
📍 Mbombela, Mpumalanga, South Africa