Returns and Refunds Policy

This policy applies to purchases made directly through Velvet Vault’s website. Purchases from Amazon or other retailers must be handled through the retailer concerned.

Change of mind

Please choose your books carefully. We do not offer discretionary returns, exchanges or refunds because you changed your mind, ordered the wrong title, or did not enjoy the story.

Please read the book description and available content warnings before purchasing. This does not limit any cancellation or refund rights provided by law.

Damaged, defective or incorrect books

If your book arrives damaged, or is not the book you ordered, email info@velvetvault.co.za with:

• Your order number.
• A description of the problem.
• Clear photographs of the book and packaging, where possible.

Please report visible delivery damage as soon as reasonably possible so that we can investigate with the courier. Keep the book and packaging while we arrange the next steps. Damage to outer packaging alone does not necessarily mean the book is damaged.

Returning a physical book

Please contact us before sending anything back so that we can provide return instructions or arrange collection.

We normally require the physical book to be returned for assessment before completing a refund or replacement, unless we agree otherwise or the law requires a different process.

We cover reasonable return costs for qualifying damaged, defective or incorrectly supplied books. You will not be required to resolve our courier claim yourself.

Damage caused by misuse, improper storage or ordinary wear after delivery is not covered.

Ebooks and downloadable products

We do not offer discretionary returns, exchanges or change-of-mind refunds for ebooks or other downloadable products once supplied.

If a file is faulty, the wrong file was supplied, or you cannot access your purchase, contact info@velvetvault.co.za. We will investigate and provide assistance and any remedy required by law. This policy does not exclude statutory rights relating to digital products.

Refund processing

Where a refund is due, we will confirm the amount and arrangements by email. Refunds will normally be returned through the original payment method, subject to the payment provider’s procedures and applicable legal requirements.

For assistance, email info@velvetvault.co.za.