Buy with confidence, return with ease

1. Your 30-day right to return

We want you to be certain about your equipment. If an item is not right for your kitchen, you may return it within 30 calendar days of delivery provided it is unused, in its original packaging, with all accessories, manuals and inserts intact. This is in addition to your rights under the South African Consumer Protection Act, and in line with Google Merchant Center’s requirement that return terms are transparent before purchase.

2. Return summary

3. What can be returned

• Unused small equipment: urns, chafing dishes, serving sets, dispensers, blenders and griddles.
• Unused large appliances: convection ovens and display fridges, in original packaging and without installation damage.
• Faulty items and items damaged in transit — reported within 48 hours of delivery where possible.
• Incorrect items supplied due to our error — collected and replaced at our cost.

4. What cannot be returned

• Made-to-order, customised or engraved equipment.
• Opened hygiene-sensitive products and consumables such as chafing fuel cans.
• Equipment damaged by misuse, incorrect voltage, water ingress, unauthorised repair or using the wrong cleaning chemicals.
• Items returned after the 30-day window, unless faulty and covered by warranty.
• Items missing serial numbers or with removed safety labels.

5. Damaged or faulty on arrival

Please photograph the outer box and the item, and email sales@velroviagroup.co.za within 48 hours. Never use damaged electrical equipment — unplug it and let us guide the next step. We arrange a free replacement or a full refund including courier costs. If the fault appears later, our warranty policy applies instead of the returns process.

6. Warranty is separate

Faults that appear after the 30-day return window are handled under our Warranty Policy. Warranty repairs are free for manufacturing defects, with spare parts held in Mbombela. Where a repair is not possible, we replace the unit or issue a credit.

7. How to start a return

1. Email sales@velroviagroup.co.za or call 073 592 7535 with your order number.
2. Tell us the item, the reason and whether you prefer a refund or exchange.
3. We reply within one business day with a return reference and courier window.
4. Pack the item securely, include accessories, and hand it to the courier.
5. We inspect, then refund or dispatch the replacement.

8. Business orders and delivery fees

Original delivery fees are refunded only where the return is due to our error, a fault or transit damage. For change-of-mind business orders, VAT is refunded as part of the total and a credit note is issued against the tax invoice.

9. Consumer law

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002, including your right to cancel an online purchase within the cooling-off period and to receive goods of good quality that match the description.

Last updated: 17 October 2026 · Version 3.1