RETURNS, REFUNDS & EXCHANGES POLICY

Last Updated: 11 September 2026

Thank you for shopping with us. We want you to be satisfied with your purchase while ensuring that returns and refunds are handled fairly, consistently and in accordance with applicable South African law.

This Returns, Refunds & Exchanges Policy applies to purchases of our Beauty Products & Devices and related products purchased through our online store.

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), or any other applicable South African law.

1. Your statutory consumer rights

Our customers retain all mandatory rights provided by South African consumer-protection legislation.

Where applicable, this includes:

• statutory rights relating to goods that are defective, unsafe, of poor quality or unsuitable for their intended purpose;

• applicable statutory warranties;

• applicable cooling-off rights for qualifying electronic transactions;

• rights relating to goods that are not what was ordered or do not correspond with their description; and

• any other rights that cannot legally be excluded by a supplier.

Where a provision of this policy conflicts with a mandatory provision of South African law, the applicable law will prevail.

2. Cooling-off period for online purchases

Where the transaction qualifies for a cooling-off right under applicable law, you may cancel the transaction within the applicable statutory period without providing a reason.

For qualifying electronic transactions, ECTA generally provides for a 7-day cooling-off period from receipt of the goods, subject to the exclusions contained in the Act.

If you exercise a statutory cooling-off right, the product must be returned in accordance with our return instructions.

The consumer may be responsible for the direct cost of returning the product where permitted by law.

Where a statutory cooling-off cancellation applies, any refund will be processed within the period required by applicable law.

3. Returns because you changed your mind

Outside any statutory cooling-off right, we do not provide an automatic discretionary return simply because you have changed your mind, no longer want the product, purchased the wrong product or found a different product elsewhere.

However, this does not limit any statutory right you may have under South African law.

Where we voluntarily agree to accept a change-of-mind return, we may require that:

• the device is unused;

• the device has not been activated or used on the skin;

• the product is hygienically suitable for resale;

• all original accessories are included;

• the original packaging is included and reasonably intact;

• the product has not been damaged, altered or tampered with; and

• proof of purchase is provided.

For hygiene and safety reasons, a beauty device that has been used on the skin may not qualify for a voluntary change-of-mind return where applicable law permits the exclusion.

This does not affect your rights relating to defective, unsafe, incorrectly supplied or otherwise legally returnable goods.

4. Defective or faulty products

If your device develops a defect or fails to meet the applicable requirements of South African consumer law, please contact us as soon as reasonably possible.

Under section 56 of the CPA, qualifying goods carry an implied warranty of quality. Within six months after delivery, a consumer may return qualifying goods where they fail to satisfy the requirements contemplated by section 55, subject to the Act.

Where section 56 applies, the consumer may have the right to require a:

• repair;

• replacement; or

• refund,

as provided by law.

The applicable remedy will be determined in accordance with the consumer's statutory rights and the circumstances of the particular case.

If a product has been repaired and the relevant defect or failure recurs within the applicable statutory period following the repair, additional statutory remedies may apply.

We will not refuse a legitimate statutory warranty claim merely because the product has been opened or used where such opening or use is reasonably necessary to identify or demonstrate a defect.

5. What is not considered a product defect

Subject always to your statutory rights, a product will generally not be considered defective where the issue results from:

• normal wear and tear;

• accidental damage;

• misuse or abuse;

• use contrary to the supplied instructions;

• use for a purpose for which the device was not designed;

• failure to follow charging, cleaning, storage or operating instructions;

• exposure to water or liquids where the device is not designed to be water-resistant;

• unauthorised modification, alteration or attempted repair;

• physical damage caused after delivery;

• damage caused by incorrect charging equipment or electrical supply;

• cosmetic damage that does not affect the functioning of the device; or

• damage caused by improper storage or transportation after delivery.

We may request reasonable information, photographs or videos to assist us in assessing a reported fault.

Where necessary, the product may need to be returned to us for inspection or testing.

An inspection is intended to determine the nature of the reported problem and does not remove or restrict any consumer rights provided by law.

6. Incorrect, damaged or incomplete orders

Please inspect your package when it arrives.

If you receive:

• the wrong product;

• a product that is materially different from the product ordered;

• a product that arrives damaged;

• a product with missing accessories; or

• a product that is otherwise not in accordance with your order,

please contact us as soon as reasonably possible.

Please provide your order number and, where reasonably possible, photographs of:

1. the product received;

2. the packaging;

3. the shipping label; and

4. any visible damage.

This information helps us investigate the issue with our courier or fulfilment provider.

Nothing in this section limits any statutory remedy available to you.

7. Hygiene and skincare products

Because this product is a personal skincare/beauty device intended for contact with the skin, hygiene and safety are important considerations.

Where permitted by law, we may refuse a voluntary change-of-mind return where the device has been used on the skin and cannot reasonably be resold for hygiene reasons.

This restriction does not apply to a consumer's mandatory statutory rights relating to defective, unsafe, incorrectly supplied or otherwise legally returnable goods.

8. Return approval

Before sending any product back to us, please contact our customer service team and obtain a return authorisation or return instructions.

Unauthorised parcels may experience delays in processing.

Please do not send products to an address other than the return address supplied by our customer service team.

We may require reasonable information to verify the purchase and assess the return.

9. Condition of returned products

Where a return is legally permitted and the condition of the goods is relevant to the applicable return right, customers should return the product with:

• all accessories;

• charging equipment supplied with the device;

• manuals/instructions;

• original packaging where reasonably available; and

• any other components supplied with the purchase.

Where permitted by law, a consumer may be responsible for loss or damage caused by handling the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.

We will not use packaging requirements to unlawfully prevent a consumer from exercising a statutory right.

10. Refunds

Where you are legally entitled to a refund, the refund will be processed in accordance with the applicable legal requirements.

Unless otherwise required by law, refunds will generally be made using the original payment method.

Depending on your bank or payment provider, additional processing time may apply after we have initiated the refund.

We are not responsible for delays caused solely by banks, payment processors or other third-party financial institutions.

11. Return shipping costs

Where a return is due to a confirmed defect, incorrect product, or another circumstance where applicable law requires the supplier to bear the return cost, we will handle the return costs in accordance with the law.

Where a consumer voluntarily returns an unwanted product and the return is not covered by a statutory right, the consumer may be responsible for the return delivery cost.

Where ECTA permits the consumer to exercise a cooling-off right, the direct cost of returning the goods may be payable by the consumer as provided by law.

12. Products damaged through misuse

We reserve the right to reject a claim to the extent permitted by law where inspection establishes that the reported problem resulted from misuse, negligence, accidental damage, unauthorised modification, improper charging, failure to follow instructions, or other damage occurring after the product left our control.

Where only part of a product's functionality has been affected, the applicable remedy will be determined in accordance with the circumstances and applicable law.

13. Safety requirements

The Multifunctional Facial Skincare Portable Handheld Beauty Device must only be used according to the instructions supplied with the product.

Customers should carefully read all instructions and warnings before using the device.

Do not modify, dismantle or attempt to repair the device yourself.

Stop using the device if it becomes unusually hot, emits smoke, produces an unusual smell, becomes damaged, or otherwise appears unsafe.

If you experience an adverse reaction while using a skincare device or product, discontinue use and seek appropriate professional medical advice where necessary.

14. Abuse of the returns process

We reserve the right to investigate suspected fraudulent, abusive or dishonest return activity.

Examples may include:

• knowingly submitting false defect claims;

• returning a different product from the one purchased;

• deliberately damaging a product and claiming that the damage existed before delivery;

• returning counterfeit or substituted goods;

• repeated misuse of discretionary return arrangements; or

• providing materially false information concerning a return.

Any action we take will remain subject to applicable consumer-protection law.

15. Proof of purchase

We may request reasonable proof of purchase, such as:

• an order number;

• purchase confirmation;

• invoice;

• email confirmation; or

• other reasonable evidence of the transaction.

This requirement does not remove any statutory rights that may otherwise apply.

16. How to request a return

To request a return, please contact:

Store: Velqira Beauty Bliss
Email: 
WhatsApp: 
Return address: 

Please include:

Order number:
Customer name:
Date of purchase:
Reason for return:
Description of the issue:
Photographs/videos where relevant:

We will provide you with the appropriate return instructions after reviewing your request.

17. Processing times

We aim to process return requests as quickly as reasonably possible.

Processing times may vary depending on whether the product needs to be inspected, tested, replaced, repaired or assessed by a supplier/manufacturer.

Where legislation prescribes a specific period for a refund or other remedy, that statutory period will apply.

18. Our right to inspect returned products

Where reasonably necessary, we may inspect or test a returned device to determine whether it is defective, damaged, incorrectly supplied or otherwise subject to a valid return.

An inspection does not mean that a consumer automatically loses their statutory rights.

If our inspection determines that the issue falls outside a statutory return right, we will explain the reason for our decision.

19. Manufacturer or supplier warranties

Some products may carry an additional manufacturer's or supplier's warranty.

Any manufacturer's or supplier's warranty is additional to statutory consumer rights and does not replace or unlawfully restrict rights provided under South African law.

Where an additional warranty applies, its terms will be communicated to the customer where applicable.

20. No exclusion of mandatory rights

Nothing contained in this policy is intended to:

• exclude a consumer's statutory rights;

• waive a right that cannot legally be waived;

• limit liability where such limitation is prohibited by law;

• prevent a consumer from exercising a lawful remedy; or

• create a contractual term that is inconsistent with applicable South African consumer-protection legislation.

If any provision of this policy is found to be unlawful or unenforceable, that provision will be interpreted or severed to the extent necessary while the remainder of the policy continues to apply.

21. Governing law

This policy and transactions between the store and its customers are governed by the laws of the Republic of South Africa, subject to any mandatory consumer rights and protections applicable to the transaction.

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Important: This policy is intended as a practical consumer-facing policy and is not a substitute for advice from a South African attorney. We recommend having the final version reviewed by a South African commercial/consumer-law attorney before publishing it, particularly because this is an electrical skincare device and your exact product specifications, advertising claims, supplier arrangements and business structure can affect your legal obligations.

Last Updated: 11 September 2026