Refund policy

Return & Refund Policy

Last updated: 13 September 2026

At Viora Cosmetics, we want our customers to have a positive shopping experience. Please read this Return & Refund Policy carefully before placing an order.

1. Damaged, Defective or Incorrect Products

If you receive a product that is:

Damaged upon delivery
Defective
Incorrect
Missing from your order
Significantly different from the product description

Please contact us as soon as possible after receiving your order.

To assist you, we may require:

Your order number
A description of the issue
Clear photographs or videos of the product
Photographs of the packaging where applicable

We will assess the issue and, where applicable, offer a repair, replacement or refund in accordance with applicable South African consumer law.

2. Cosmetics & Hygiene Products

Due to health and hygiene considerations, opened or used cosmetics and personal beauty products may not be eligible for return or exchange, except where the product is defective, damaged, incorrectly supplied, or where applicable law provides otherwise.

For your safety, please do not return a cosmetic product that has been used unless we have instructed you to do so.

We recommend checking the product, shade, ingredients and packaging before opening or using it.

3. Change of Mind

If you change your mind about your purchase, returns may be accepted where permitted by applicable law and at the discretion of Viora Cosmetics.

For a change-of-mind return, the product must generally:

Be unused and unopened.
Remain in its original packaging.
Be in a resalable condition.
Include all original accessories and components.
Not have been damaged or altered.

The customer may be responsible for the direct cost of returning the product where permitted by law.

Certain products may not be eligible for change-of-mind returns because of their nature, particularly opened or used cosmetics and personal-use beauty products.

4. Customer Responsibility

Customers are responsible for ensuring that products are used correctly and safely.

Customers should read all product instructions, warnings and ingredient information before use.

Viora Cosmetics will not be responsible for reactions, injury, damage or other harm caused by:

Incorrect or improper use of a product.
Failure to follow instructions or warnings.
Failure to check ingredients before use.
Using a product despite a known allergy or sensitivity.
Using a product for a purpose for which it was not intended.
Improper storage after delivery.
Using an expired product.
Unauthorised modification or alteration of a product.

Customers purchase and use products at their own responsibility.

We strongly recommend performing a patch test before using new cosmetic, skincare, hair or beauty products, especially if you have sensitive skin.

If irritation or an unexpected reaction occurs, discontinue use immediately.

Nothing in this policy excludes or limits any consumer rights or liability that cannot legally be excluded under South African law.

5. Products Damaged After Delivery

Viora Cosmetics is not responsible for damage caused to products after delivery as a result of improper handling, storage, misuse, accidental damage or alteration by the customer or another person.

Customers should inspect their order as soon as it is received and notify us promptly if there is a problem.

6. Refunds

Once an eligible returned product has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed using the original payment method where possible.

Please allow additional processing time for your bank or payment provider to reflect the refund in your account.

7. Exchanges

Where applicable, Viora Cosmetics may offer an exchange or replacement for an incorrect, damaged or defective product.

If the original product is unavailable, we may provide an alternative solution or refund, subject to applicable law.

8. Delivery Issues

Customers are responsible for providing a correct and complete delivery address when placing an order.

If a parcel cannot be delivered because incorrect information was provided by the customer, additional delivery or return costs may apply before the order can be resent.

If your parcel arrives damaged, please contact us as soon as possible and provide photographs of the parcel and product.

9. Return Process

Please contact Viora Cosmetics before sending any product back.

To request a return, email us with:

Order Number:
Product Name:
Reason for Return:
Photographs/Videos: Where applicable

We will provide further instructions if your return request is approved.

Products returned without prior approval may not be accepted.

10. Sale & Promotional Products

Sale and promotional products remain subject to applicable consumer rights.

A discounted price does not remove your legal rights regarding defective, damaged or incorrectly supplied products.

11. Consumer Rights

Viora Cosmetics is committed to complying with applicable South African consumer-protection legislation.

Nothing in this Return & Refund Policy is intended to remove, restrict or waive any consumer right or remedy that cannot legally be excluded or restricted.