Refund Policy

Effective Date: 04-Spetember-2025

At Viola, we want you to love your purchase. If for any reason you are not fully satisfied, this Refund & Returns Policy explains how we handle returns, exchanges, and refunds.

1. Your Rights Under South African Law

1.1 In line with the Electronic Communications and Transactions Act (ECTA), you may cancel an online order within 7 days of receiving it. This is a “cooling-off” period. You will receive a refund, but you are responsible for the return shipping cost.

1.2 Under the Consumer Protection Act (CPA), if an item is defective, damaged, unsafe, or not as described, you may return it within 6 months of delivery at no cost. You can request a refund, repair, or replacement.

2. Our Returns Policy

In addition to your legal rights, we also offer a 30-day return policy for eligible items:

2.1 Items must be in unused, unworn condition, with original tags and packaging.

2.2 Returns requested after 30 days may not be accepted.

2.3 We reserve the right to decline a return or charge a restocking fee if items are not returned in a resaleable condition.

3. How to Return an Item

3.1 mail us at hello.viola@gmail.com within the return period.

3.2 Provide your order number, details of the item(s), and photos if defective/damaged.

3.3 We will send you instructions on how to send the product back.

3.4 Ship the item back using a trackable courier service and keep proof of shipment.

4. Refunds, Exchanges & Store Credit

4.1 Refunds: Approved refunds are processed to your original payment method within 5–7 business days of receiving the return.

4.2 Exchanges: If stock is available, we’ll happily exchange your item.

4.3 Store Credit: If preferred, we can issue a Viola gift voucher instead of a cash refund.

5. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless defective:

5.1 Headwraps / Geles

5.2 Accessories (e.g., earrings)

5.3 Custom or made-to-order products

6. Return Shipping Costs

6.1 If the return is due to a defect, damage, or our error, we cover the cost.

6.2 If returning under the 7-day cooling-off period or change of mind, you cover the return shipping.

7. Damaged or Incorrect Orders

If your order arrives damaged, incomplete, or incorrect, please notify us within 48 hours of delivery with photos. We will arrange a replacement, repair, or refund at no additional cost.

8. Contact Us

For all return or refund requests, please reach us at:

Viola
Email: hello.viola@gmail.com
Phone:  +251 11 551 78 44
Website: https://viola.com