Returns & Refund Policy
Returns & Refund Policy
Last updated: 3 August 2026
At Crowned Hair (operated by The Regular Line), we want you to love your hair. If something isn’t right, we’re here to help.
1. Return Window
You have 14 days from the date of delivery to request a return or exchange, in accordance with the South African Consumer Protection Act (CPA).
2. Conditions for Returns
To qualify for a return, items must be:
- Unused, unworn, and in original condition
- In original packaging with all tags attached
- Free from any styling products, heat damage, or alterations
The following items cannot be returned:
- Wigs or extensions that have been worn, washed, or styled
- Items marked as final sale or clearance
- Custom or made-to-order items
3. How to Initiate a Return
To request a return, email us at customersupport@vellani.store with:
- Your order number
- The item(s) you wish to return
- Reason for the return
- Photos of the item(s) in current condition
We will respond within 2 business days with return instructions.
4. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection. Approved refunds will be processed to your original payment method within 5–10 business days.
Shipping costs are non-refundable unless the return is due to a defect or error on our part.
5. Exchanges
We offer exchanges for items of equal value, subject to stock availability. If you need a different length or texture, contact us within the return window.
6. Damaged or Incorrect Items
If you receive a damaged or incorrect item, contact us within 48 hours of delivery with photos of the issue. We will arrange a replacement or full refund at no additional cost to you.
7. Late or Missing Refunds
If you haven’t received a refund after 10 business days, please check with your bank or payment provider first. If the issue persists, contact us at customersupport@vellani.store.