Returns & refunds policy

1. Overview

We want you to be happy with your purchase. This policy explains when you may return a product, how refunds are handled, and what to do if something arrives damaged, defective, or incorrect.

This policy applies to products purchased through the VROU online shop. It does not replace your rights under the Consumer Protection Act where applicable.

2. Change of mind

• Change-of-mind returns require prior approval from VROU. Contact us before sending anything back — we will assess your request and confirm whether it is accepted.
• Whether a change-of-mind return is approved is determined by VROU at our discretion, based on the condition of the items and the circumstances of the return.
• You may return unused items within 5 days of delivery for a refund, provided the products are in their original, undamaged packaging with seals intact where applicable, and your return has been approved.
• For hygiene reasons, opened or used skincare, make-up, and similar personal care products cannot be returned unless they are defective or were supplied incorrectly.
• You are liable for all return shipping fees on change-of-mind returns. Return shipping costs are not refundable.
• Sale or promotional items are final sale and cannot be returned for change of mind, unless required by law or the item is defective.

3. Defective, damaged, or incorrect items

• If a product is faulty, leaking, damaged in transit, or not what you ordered, contact us as soon as possible and include your order number and photos where relevant.
• Defective or incorrect items reported within a reasonable time will be replaced or refunded at our discretion, and we will cover reasonable return costs where appropriate.
• Incorrect deliveries should be reported within 48 hours of receiving your parcel.

4. How to start a return

• Email us at hello@heelvrou.co.za or contact us on +27 60 809 1812 / WhatsApp before sending anything back.
• Include your order number, the item(s) you wish to return, and the reason for the return.
• Wait for return instructions from our team. Please do not send products back without confirmation.
• Approved returns should be sent to the address we provide. We recommend using a trackable courier service for valuable items.
• Unless your return is due to our error or a defective product, you are responsible for the cost of return shipping.

5. Refunds

• Once we receive and inspect your return, we will notify you by email whether your refund has been approved.
• Approved refunds are processed to your original payment method, or via EFT where applicable. Please allow 5 to 10 business days for the refund to reflect after approval.
• Original delivery fees and return shipping fees are non-refundable on change-of-mind returns, unless the return is due to our error or a defective product.

6. Exchanges

We do not offer direct exchanges online. If you need a different product, please return the original item in line with this policy and place a new order.

7. In-studio purchases

Products bought in person at our George studio may be handled in line with this policy where appropriate. Please contact us with your receipt or proof of purchase.