Refund policy

Returns, Refunds & Exchanges Policy

1. General

Veltix Store sells beauty, health and personal-care products intended for personal use. Customers are encouraged to review product descriptions, specifications, ingredients, usage guidelines and safety instructions carefully before purchasing.

Due to the personal and hygienic nature of our products, certain items may not be returned once opened, used or unsealed, unless they are defective, damaged or incorrectly supplied.

2. Cooling-Off Period: Direct Marketing Only

In terms of the Consumer Protection Act, the 5-business-day cooling-off period applies only to direct marketing sales, such as sales made through phone, email, WhatsApp or direct promotional contact.

If your purchase resulted from direct marketing, you may cancel the transaction within 5 business days after delivery, provided that the product is:

  • unused;
  • unopened;
  • in its original packaging;
  • in a resellable condition;
  • not damaged, tampered with or contaminated.

Return shipping costs are for the customer’s account, unless the product is defective, damaged or incorrectly supplied.

Approved refunds will be processed within 15 business days after inspection and approval.

3. Online Purchases: Change of Mind

For normal online purchases that are not direct marketing transactions, Veltix Store does not offer refunds or returns for change of mind, incorrect choice, preference, colour, scent, size or product selection.

However, where the Electronic Communications and Transactions Act applies to an eligible online transaction, customers may have a 7-day cooling-off period after receiving the goods. Returned products must be unused, unopened, sealed where applicable, in original packaging and in a resellable condition. The customer is responsible for return courier costs for approved cooling-off returns.

4. Defective Products: CPA Section 56 Warranty

All products sold by Veltix Store carry the 6-month implied warranty of quality under the Consumer Protection Act, where applicable. If a product is defective, unsafe, not durable, or not fit for its intended purpose within 6 months of delivery, the customer may be entitled to choose one of the following remedies:

  • repair, where practical;
  • replacement;
  • refund.

Veltix Store reserves the right to inspect, test or assess the product before approving any claim. The CPA provides that, within six months after delivery, consumers may return goods that fail to meet the required standards, and the supplier must repair, replace or refund at the consumer’s direction where the claim is valid.

5. Exclusions: Wear, Tear & Misuse

The implied warranty does not apply where damage results from:

  • normal wear and tear;
  • incorrect, unsafe or excessive use;
  • failure to follow product instructions;
  • improper storage;
  • exposure to heat, water, dirt or contamination;
  • alterations or modifications;
  • use for purposes other than the intended beauty, health or personal-care use;
  • damage caused after delivery.

Products such as beauty tools, skincare items, hair-care products, lip-care products and personal-care items must be used and stored according to the instructions provided.

6. Hygiene & Safety

For hygiene and safety reasons, the following products may not be returned unless defective, damaged or incorrectly supplied:

  • opened or used beauty products;
  • skincare, lip-care, hair-care or body-care products;
  • beauty tools used on the lips, face, skin, scalp or body;
  • products showing signs of use, contamination, damage or tampering;
  • products with broken seals or missing packaging.

Returns that cannot be resold for hygiene reasons may be refused or partially refunded, unless the product is defective or incorrectly supplied.

7. Incorrect or Damaged Deliveries

If you receive:

  • an incorrect product; or
  • a product damaged during delivery,

you must notify Veltix Store within 48 hours of delivery with clear photo or video evidence.

If the issue is confirmed, Veltix Store will arrange a replacement, exchange or refund at no additional cost to the customer.

8. Refunds

Approved refunds are issued using the original payment method where possible.

Refund processing time: up to 15 business days after inspection and approval.

Delivery and shipping fees are non-refundable unless the return is due to a defective, damaged or incorrectly supplied product.

9. Returns Procedure

To request a return, contact Veltix Store at:

Email: veltixsupport@gmail.com
Required: Order number, reason for return, and photos or videos where applicable.

Returns sent without prior approval may be refused.

10. Limitation of Liability

To the extent permitted by South African law:

  • Veltix Store is not liable for injury, loss or damage caused by incorrect, unsafe or improper use of any product;
  • customers use beauty, health and personal-care products at their own risk;
  • customers must follow all usage, safety and hygiene instructions provided;
  • Veltix Store products are not intended to diagnose, treat, cure or prevent any medical condition unless clearly stated and legally permitted.

11. Governing Law

This policy is governed by the laws of the Republic of South Africa.

Nothing in this policy limits or removes any rights you may have under the Consumer Protection Act or other applicable South African consumer protection laws.