Velvet Vault – Return & Refund Policy

At Velvet Vault, customer satisfaction, product quality and hygiene are important to us.

Returns and Exchanges

We accept returns of eligible, unused items within 14 days of delivery, provided they are unworn, unwashed, in their original condition and packaging, with all tags and hygiene seals intact.

For hygiene reasons, lingerie, underwear and other intimate products that have been worn, used or had their hygiene seals removed cannot ordinarily be returned for a change of mind.

These restrictions do not affect your rights under South African consumer protection laws.

Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, please contact Velvet Vault as soon as possible with your order number, a description of the issue and photographs where appropriate.

Where applicable under the Consumer Protection Act, defective goods may be returned within six months of delivery for repair, replacement or refund, subject to the law.

Refunds

Once an eligible return has been assessed and approved, refunds will be processed to the original payment method where possible.

Bank and payment-provider processing times may vary.

Return Shipping

For voluntary change-of-mind returns, customers are responsible for return courier costs unless otherwise agreed.

Where the law requires Velvet Vault to cover return costs, including qualifying defective goods, we will do so.

Order Cancellations

Please contact us as soon as possible if you wish to cancel an order. Cancellation rights and any applicable charges will be handled in accordance with South African law.

Contact Us

For return requests or assistance, please contact Velvet Vault through the contact details provided on our website.

Nothing in this policy limits customers' statutory rights under applicable South African law.