Effective Date: 04-September-2025
At Viola, we want you to be completely happy with your purchase. If you’re not satisfied, we’re here to help. This Returns & Exchanges Policy explains how you can return or exchange items bought from our website.
1. Eligibility for Returns
1.1 You may return an item within 30 days of delivery.
1.2 Items must be in their original condition: unworn, unused, unwashed, and with all original tags/packaging.
1.3 Proof of purchase (order number or receipt) is required for all returns.
2. Non-Returnable Items
For hygiene and customisation reasons, the following cannot be returned or exchanged unless faulty:
2.1 Headwraps, geles, and hair accessories
2.2 Earrings and personal accessories
2.3 Made-to-order or personalised garments
3. Exchanges
3.1 Exchanges are possible if the requested size, style, or colour is available.
3.2 If your preferred item is not available, we can offer store credit or a refund instead.
3.3 Exchange shipping costs:
3.3.1 If the product is defective or sent in error, we cover the return and reshipment cost.
3.3.2 If it’s a change of mind or incorrect size chosen, you cover the shipping cost.
4. Defective or Incorrect Items
4.1 If you receive a defective, damaged, or incorrect product, notify us within 7 days of delivery.
4.2 Please provide photos and details so we can resolve it quickly.
4.3 We will arrange a free replacement, exchange, or refund.
5. How to Initiate a Return or Exchange
5.1 Email us at [Insert Support Email] with your order number and reason for return/exchange.
5.2 Wait for approval and instructions before sending items back.
5.3 Ship the item using a trackable courier service and share the tracking details with us.
6. Refunds for Returns
6.1 Once your return is received and inspected, we’ll notify you of approval.
6.2 Refunds are issued within 5–7 business days to your original payment method.
6.3 For exchanges, your replacement will be shipped once your return is processed.
7. Cooling-Off Period (South Africa Law)
Under South African law (ECTA), you are entitled to cancel an online order within 7 days of receiving it, for any reason. You’ll receive a refund, but return shipping costs will be your responsibility.
8. Contact Us
Need help with a return or exchange? Get in touch: Viola
Email: hello.viola@gmail.com
Phone: +251 11 551 78 44
Website: https://viola.com