Refund policy
Velin Return & Refund Policy
Last updated: 8 August 2026
At Velin Online (Pty) Ltd, we want you to be happy with your purchase. If you need to return an item, please review the policy below.
1. Damaged Items
Please inspect your order as soon as you receive it.
If your item arrives damaged, please contact us within 72 hours of delivery at:
Please include:
- Your order number
- Photos of the damaged product
- Photos of the packaging
- A brief description of the damage
We will assess the issue and, where appropriate, arrange a replacement, repair or refund.
Your statutory rights relating to defective or unsafe goods are not affected by this 72-hour notification period. South African consumer law provides protections for qualifying defective goods, including an implied six-month warranty.
2. Change-of-Mind Returns
If you simply change your mind about your purchase, you may request a return within 7 days of receiving your order, subject to applicable law and any statutory exceptions.
The product must generally be:
- Unused and in its original condition
- In its original packaging
- Complete with all accessories, manuals and parts
- Suitable for resale
The customer is responsible for the cost of returning the product for a change-of-mind return.
Where applicable, the direct cost of returning goods may be charged to the customer under South Africa's electronic-commerce rules.
3. Incorrect or Faulty Products
If we send you the wrong product, or the product is defective or does not comply with the order, please contact us at velinoneofone@gmail.com.
Depending on the circumstances and applicable consumer law, we may arrange a replacement, repair or refund.
4. Items That Cannot Be Returned
Certain products may not be eligible for return where permitted by law, including products that:
- Have been used or damaged by the customer
- Have been altered or modified
- Cannot reasonably be returned because of their nature
- Are personalised or made specifically to the customer's requirements
- Are otherwise excluded by applicable law
5. Refunds
Once we receive and inspect a returned product, we will notify you whether the return has been approved.
If approved, the refund will be processed using the original payment method where reasonably possible.
The time it takes for the refund to appear in your account may depend on your bank or payment provider.
6. How to Request a Return
To request a return, email:
Please provide your:
- Full name
- Order number
- Reason for the return
- Photos, where applicable
Please do not send a product back before contacting us and receiving return instructions.
7. Your Legal Rights
Nothing in this policy is intended to limit or exclude any rights you may have under the Consumer Protection Act, Electronic Communications and Transactions Act, or any other applicable South African law.