Refund policy


Velvet Glow — Return and Refund Policy

Effective date: 28 October 2026

At Velvet Glow, we want our customers to receive their portable blenders in the condition advertised. This policy explains how returns, refunds, replacements and cancellations are handled for purchases made through https://glowvelvet.co.za.

This policy is subject to applicable South African law.

1. Faulty or defective products

If your portable blender does not work correctly, will not charge, has a faulty motor or has another defect, please contact us as soon as reasonably possible.

Please provide:

  • Your order number or proof of purchase.
  • A description of the problem.
  • Photographs or a short video demonstrating the issue, where possible.

Under section 56 of the Consumer Protection Act 68 of 2008, qualifying defective goods may be returned within six months of delivery for a repair, replacement or refund, as applicable under the law.

Where required by law, Velvet Glow will cover the relevant return costs and risks.

2. Damaged or incorrect orders

If your blender arrives damaged, you receive the wrong product or advertised accessories are missing, contact us with your order number and supporting photographs.

We will investigate and arrange an appropriate remedy in accordance with applicable law.

Please retain the product and packaging while the issue is being investigated, where reasonably possible.

3. Change-of-mind returns

If you change your mind after purchasing a product, contact us to request a return.

For voluntary change-of-mind returns, we may ask that the blender be unused and returned with its original packaging, accessories and proof of purchase. Any hygiene or product-condition requirements are subject to your statutory rights.

Under section 44 of the Electronic Communications and Transactions Act 25 of 2002, qualifying online purchases may be cancelled within seven days after receipt of the goods, subject to statutory exceptions and conditions. Where this right applies, the customer may be responsible for the direct cost of returning the goods.

This right is separate from your rights concerning defective products.

4. How to request a return

To request a return or refund:

  1. Email aliciavelvetglow@gmail.com with the subject line Return or Refund Request.
  2. Include your name, order number and reason for the request.
  3. Attach photographs or videos if the product is damaged or defective.
  4. Wait for return instructions before sending the product back, unless applicable law requires otherwise.

Do not send a product to an unconfirmed return address.

We aim to respond within 1–2 business days.

5. Refund processing

Once a returned product has been received and assessed, we will notify you of the outcome.

Approved refunds will generally be issued through the original payment method where possible.

We aim to initiate approved refunds within 7–10 business days after assessment, subject to any applicable statutory deadlines. Banks and payment providers may require additional time to reflect the refund.

Any deductions or return charges will only be applied where permitted by law.

6. Replacements and exchanges

Where a replacement is appropriate under applicable law, we will explain the arrangements and expected delivery timeframe.

Voluntary exchanges for reasons unrelated to a defect are subject to availability and applicable legal requirements.

7. Order cancellations

If you wish to cancel an order before dispatch, contact us as soon as possible.

We will make reasonable efforts to stop the shipment. If the order has already been dispatched, we will explain the available options.

Nothing in this section removes any cancellation rights provided by law.

8. Contact information

Velvet Glow
Email: aliciavelvetglow@gmail.com
Website: https://glowvelvet.co.za

Please include your order number in all return and refund enquiries.