top of page

Terms and Conditions

Last Updated: 15 September 2026

Welcome to Velvet Blush. These Terms and Conditions govern your use of velvetblushzm.com and any purchase of products made through our website.

By accessing or using our website, placing an order, or purchasing a product from Velvet Blush, you agree to be bound by these Terms and Conditions.

If you do not agree with these Terms and Conditions, please do not use our website or place an order.

 

 

1. ABOUT VELVET BLUSH

Velvet Blush is a retail boutique offering selected fashion, beauty, lifestyle and personal-care products to customers in Zambia.

For the purposes of these Terms and Conditions, “Velvet Blush”, “we”, “us” or “our” refers to the business operating velvetblushzm.com.

“Customer”, “you” or “your” refers to any person who accesses the website or purchases products from us.

Our business contact details are:

Business Name: Velvet Blush
Website: velvetblushzm.com
Location: Lusaka, Zambia
Email: hello@velvetblushzm.com
Telephone/WhatsApp: 0974596966
Physical Address: 1050 Kanyangala Close, Avondale, Lusaka, Zambia

Where applicable, our company/business registration details will be provided on the website.

 

 

2. USING OUR WEBSITE

You agree to use this website lawfully and not to:

  • use the website for fraudulent or unlawful purposes;

  • attempt to gain unauthorised access to our website, systems or accounts;

  • interfere with the operation or security of the website;

  • reproduce, copy or commercially exploit our website content without permission; or

  • provide false, misleading or fraudulent information when placing an order.

We reserve the right to suspend or restrict access to the website where we reasonably believe that a customer has breached these Terms and Conditions or has engaged in fraudulent or unlawful activity.

 

 

3. PRODUCTS AND PRODUCT INFORMATION

We make reasonable efforts to ensure that product descriptions, photographs, prices, colours, sizes and other information displayed on our website are accurate.

However:

  • colours may appear slightly different depending on your device or screen;

  • packaging may occasionally differ from product photographs;

  • product availability may change without notice; and

  • minor variations in appearance do not necessarily constitute a defect.

Nothing in these Terms and Conditions limits your statutory rights in relation to goods that are defective, unsuitable, unsafe or otherwise fail to comply with applicable Zambian consumer protection law.

 

 

4. PRODUCT AVAILABILITY

All products displayed on velvetblushzm.com are subject to availability.

Adding an item to your shopping cart does not guarantee that the item will remain available until payment is completed.

If an item becomes unavailable after you have placed and paid for an order, we will contact you and offer, where appropriate:

  1. a suitable replacement;

  2. store credit; or

  3. a refund of the amount paid for the unavailable item.

Where we are unable to fulfil an order because the product is unavailable, any applicable refund will be processed promptly.

 

 

5. PRICES

All prices displayed on our website are stated in Zambian Kwacha (ZMW/K) unless otherwise indicated.

The price payable for a product is the price displayed on the website at the time the order is placed, together with any applicable delivery charges, taxes or other clearly disclosed fees.

Velvet Blush will not knowingly charge a customer more than the price displayed for a product.

Where more than one price is displayed for the same product at the same time, applicable Zambian consumer protection law may require the lower displayed price to be honoured.

We reserve the right to correct genuine pricing or typographical errors. Where a pricing error materially affects an order, we will contact you before proceeding with the transaction.

 

 

6. ORDERS

When you place an order through our website, you are making an offer to purchase the selected products.

After placing an order, you should receive an order confirmation or acknowledgement.

An order is considered accepted by Velvet Blush when we confirm that the order has been accepted and/or processed for fulfilment.

We reserve the right to decline or cancel an order where:

  • a product is unavailable;

  • there is a genuine pricing or listing error;

  • we reasonably suspect fraudulent activity;

  • the order contains incorrect or incomplete information; or

  • circumstances outside our reasonable control prevent us from fulfilling the order.

If we cancel an order after payment has been received, we will provide an appropriate refund in accordance with applicable law.

 

 

7. PAYMENT

Payment must be made using the payment methods made available by Velvet Blush on the website.

Orders will generally only be processed once payment has been successfully received or authorised.

You are responsible for ensuring that the payment information you provide is accurate and that you are authorised to use the selected payment method.

We do not knowingly retain complete payment card information where this is not necessary for processing your transaction.

Payment processing may be carried out through third-party payment providers, whose own terms and privacy policies may also apply.

 

 

8. DELIVERY

Velvet Blush will provide customers with the applicable delivery information, including estimated delivery times and delivery charges, at checkout or before the order is finalised.

Delivery times are estimates unless we expressly agree to a specific delivery date.

We will make reasonable efforts to dispatch and deliver orders within the stated or agreed timeframe.

If an order cannot be fulfilled within the applicable agreed timeframe, we will communicate this to the customer.

Where applicable under Zambian law, a customer may have the right to cancel an order if we fail to fulfil it within the required or agreed period.

Delivery delays caused by circumstances outside our reasonable control may include courier delays, severe weather, public emergencies, strikes, road closures, government restrictions or other events beyond our reasonable control.

 

 

9. CLICK & COLLECT / COLLECTION

Where a collection option is offered, customers will be notified when their order is ready for collection.

Customers may be required to provide proof of purchase and/or identification when collecting an order.

If another person is collecting an order on your behalf, Velvet Blush may require confirmation from the person who placed the order.

 

 

10. CANCELLATION POLICY

10.1 Cancellation before dispatch

If you wish to cancel an order before it has been dispatched, please contact Velvet Blush as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before dispatch.

If the order has not yet been dispatched and cancellation is accepted, we will refund the amount paid, subject to any applicable lawful deductions.

10.2 Cancellation after dispatch

Once an order has been dispatched, cancellation may no longer be possible through our ordinary cancellation process.

However, this does not remove any statutory cancellation, cooling-off, return, refund, replacement or other consumer rights available to you under Zambian law.

10.3 Statutory cancellation rights

For qualifying electronic transactions, customers may have a statutory right to cancel without giving a reason within the applicable cooling-off period under the Electronic Communications and Transactions Act, 2021.

The Act provides a seven-day cooling-off period for qualifying goods and services, subject to statutory exceptions. Where payment has already been made and the statutory right is validly exercised, the supplier must provide the applicable refund within 30 days. The customer may be responsible for the direct cost of returning the goods.

Nothing in this policy is intended to exclude or restrict a consumer right that cannot lawfully be excluded.

 

 

11. RETURNS AND REFUNDS

We want our customers to be happy with their purchases. Our returns and refunds policy operates alongside, and does not replace, rights provided to consumers under Zambian law.

11.1 Goods that are defective or not fit for purpose

If a product supplied by Velvet Blush is defective, unsuitable for its intended purpose, unsafe, or otherwise does not comply with applicable consumer protection requirements, please contact us as soon as reasonably possible.

Depending on the circumstances and applicable law, the customer may be entitled to:

  • a refund;

  • a replacement; or

  • another appropriate remedy.

Under the Competition and Consumer Protection Act, defective or unsuitable goods may require a refund or replacement within the applicable statutory framework.

We will assess the issue and work with the customer to provide the remedy required by law.

11.2 Change-of-mind returns

Where applicable, customers may exercise the statutory cooling-off rights available to them for qualifying electronic transactions.

For a valid cooling-off cancellation, the goods must generally be returned in accordance with the applicable statutory requirements, and the customer may be responsible for the direct cost of returning the goods.

11.3 Hygiene and personal-care products

For health, hygiene and consumer-safety reasons, certain beauty, skincare, cosmetics, personal-care and similar products may not be eligible for return once opened, used, unsealed or tampered with, where permitted by law and where the nature of the product makes it unsuitable for return.

This restriction does not apply to a product that is defective, unsafe, unsuitable, incorrectly supplied or otherwise subject to a statutory consumer remedy.

11.4 Personalised or specially ordered products

Products made specifically to a customer's specifications or clearly personalised may be excluded from certain cancellation or cooling-off rights where permitted under applicable law.

11.5 Perishable products

Products that are likely to deteriorate or expire rapidly may be excluded from certain statutory cooling-off rights where permitted by law.

 

 

12. HOW TO REQUEST A RETURN OR REFUND

To request a return, exchange or refund, please contact us using the contact details provided on the website.

Please provide:

  • your name;

  • order number;

  • product purchased;

  • date of purchase;

  • reason for the return or refund request; and

  • photographs or other evidence where the product is alleged to be defective or damaged.

We may request reasonable information to assess the request.

Where a return is approved, we will provide instructions regarding how and where the product should be returned.

Customers should not send products back without first contacting Velvet Blush unless otherwise required by applicable law.

 

 

13. REFUND PROCESS

Where a refund is approved, Velvet Blush will generally refund the customer using the original payment method where reasonably possible.

Depending on the payment provider or financial institution, the time for the refund to appear in the customer's account may vary.

Where a statutory refund deadline applies, Velvet Blush will comply with that deadline.

Where a customer is entitled to a refund because goods are defective, unsuitable or otherwise fail to comply with applicable consumer protection law, Velvet Blush will provide the remedy required by law.

We will not impose a non-refundable administration fee merely for exercising a statutory consumer right where such a fee would be unlawful.

 

 

14. EXCHANGES

Where appropriate, Velvet Blush may offer an exchange for another item.

An exchange offered as a customer-service option does not remove or replace any statutory right to a refund or other remedy.

Where an item supplied is defective, unsuitable or otherwise subject to a statutory remedy, the customer's rights will be determined in accordance with applicable Zambian law.

 

 

15. DAMAGED GOODS

Customers should notify Velvet Blush as soon as reasonably possible if an item arrives visibly damaged.

Where appropriate, we may request photographs of:

  • the product;

  • the packaging;

  • the delivery parcel; and

  • any visible damage.

This information helps us investigate the issue with our courier or supplier.

Nothing in this section limits any statutory rights the customer may have.

 

 

16. WRONG ITEM OR INCORRECT ORDER

If Velvet Blush sends you an incorrect item, please contact us as soon as possible.

Where the error is attributable to Velvet Blush, we will arrange an appropriate remedy, which may include collection or return of the incorrect item and delivery of the correct item or a refund, as appropriate.

 

 

17. CUSTOMER RESPONSIBILITY FOR ORDER INFORMATION

Customers are responsible for providing accurate:

  • names;

  • telephone numbers;

  • email addresses;

  • delivery addresses; and

  • other information required to fulfil an order.

Velvet Blush is not responsible for delays or failed deliveries caused by incorrect or incomplete information supplied by the customer, subject to any rights the customer may have under applicable law.

 

 

18. INTELLECTUAL PROPERTY

Unless otherwise stated, all content on velvetblushzm.com, including:

  • the Velvet Blush name and branding;

  • logos;

  • photographs;

  • graphics;

  • product descriptions;

  • website design;

  • text;

  • videos; and

  • other original materials

belongs to or is licensed to Velvet Blush and may not be copied, reproduced, modified, distributed or commercially exploited without our prior written permission.

Third-party trademarks and brand names remain the property of their respective owners.

 

 

19. REVIEWS AND USER CONTENT

Where the website permits customers to submit reviews, photographs, comments or other content, customers must ensure that their submissions are truthful, lawful and do not infringe another person's rights.

You must not submit content that is:

  • defamatory;

  • fraudulent;

  • abusive;

  • discriminatory;

  • obscene;

  • unlawful;

  • misleading; or

  • infringing of intellectual property or privacy rights.

Velvet Blush reserves the right to remove content that breaches these requirements.

By submitting content for publication on our website or social media channels, you grant Velvet Blush permission to use that content for legitimate marketing and promotional purposes, subject to applicable law.

 

 

20. PROMOTIONS AND DISCOUNTS

From time to time, Velvet Blush may offer promotions, discounts, competitions, vouchers or special offers.

Unless otherwise stated:

  • promotions are subject to their specific terms;

  • promotions cannot be combined unless expressly permitted;

  • promotional items are subject to availability; and

  • promotional offers may have specified start and end dates.

A promotion will not remove or restrict statutory consumer rights.

 

 

21. THIRD-PARTY LINKS AND SERVICES

Our website may contain links to third-party websites, payment providers, courier services, social media platforms or other services.

Velvet Blush is not responsible for the content, availability, security or privacy practices of third-party websites.

Customers should review the applicable third-party terms and privacy policies before using those services.

 

 

22. PRIVACY AND PERSONAL INFORMATION

Velvet Blush may collect and process personal information necessary to operate the website, process orders, communicate with customers, arrange delivery, provide customer support and comply with legal obligations.

Personal information will be handled in accordance with our Privacy Policy, which forms part of the information governing use of this website.

By placing an order, you acknowledge that certain personal information may need to be shared with relevant service providers, such as payment processors and delivery partners, for the purpose of fulfilling your order.

 

 

23. MARKETING COMMUNICATIONS

Where you have provided consent or where otherwise permitted by applicable law, Velvet Blush may send you promotional communications about our products, services and offers.

You may opt out of promotional communications at any time using the unsubscribe or opt-out method provided.

We will respect valid opt-out requests in accordance with applicable law.

 

 

24. WEBSITE AVAILABILITY

We aim to keep velvetblushzm.com available and operating correctly, but we do not guarantee that the website will always be:

  • available;

  • uninterrupted;

  • error-free; or

  • free from viruses or other harmful components.

We may temporarily suspend access for maintenance, security, upgrades or circumstances beyond our reasonable control.

 

 

25. LIMITATION OF LIABILITY

Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation would be unlawful.

In particular, nothing in these Terms and Conditions is intended to exclude or restrict statutory consumer rights relating to defective, unsafe, unsuitable or incorrectly supplied goods.

Subject to the above, Velvet Blush will not be responsible for losses that are indirect or consequential and that could not reasonably have been anticipated at the time of the transaction, to the extent permitted by law.

 

 

26. EVENTS OUTSIDE OUR CONTROL

Velvet Blush will not be responsible for a failure or delay caused by circumstances reasonably outside our control, including natural disasters, extreme weather, public emergencies, government restrictions, strikes, civil unrest, interruptions to telecommunications, payment systems or transport networks, or other unforeseen events.

Where such an event affects an order, we will make reasonable efforts to communicate with affected customers and provide an appropriate solution.

 

 

27. COMPLAINTS

We take customer complaints seriously.

If you have a complaint regarding a product, order, delivery, payment or service, please contact Velvet Blush using the customer service details provided on our website.

We will aim to acknowledge and resolve complaints within a reasonable period.

If a complaint cannot be resolved directly with Velvet Blush, you may have the right to pursue remedies through the relevant consumer protection or other lawful dispute-resolution mechanisms available in Zambia.

 

 

28. GOVERNING LAW

These Terms and Conditions are governed by the laws of the Republic of Zambia.

Any dispute arising from these Terms and Conditions or a transaction with Velvet Blush will be subject to the applicable laws and jurisdiction of Zambia.

Nothing in these Terms and Conditions prevents a consumer from exercising a statutory right or remedy available under Zambian law.

 

 

29. CHANGES TO THESE TERMS

Velvet Blush may update these Terms and Conditions from time to time to reflect changes to our business, website, products, services or applicable law.

The latest version will be published on velvetblushzm.com with the applicable "Last Updated" date.

Changes will not retrospectively remove rights that a customer has already acquired under applicable law.

 

 

30. SEVERABILITY

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision will be interpreted or amended to the extent necessary to make it lawful where possible.

The remaining provisions will continue to apply.

 

 

31. ENTIRE AGREEMENT

These Terms and Conditions, together with any applicable order confirmation, product-specific terms, Privacy Policy and promotional terms, constitute the agreement between Velvet Blush and the customer concerning the relevant transaction, subject always to applicable Zambian law.

 

 

32. CONTACT US

If you have questions about these Terms and Conditions, your order, returns, refunds or cancellations, please contact us:

Velvet Blush
Lusaka, Zambia
Website: velvetblushzm.com
Email: hello@velvetblushzm.com
Phone/WhatsApp: 0974596966
Physical Address: 1050 Kanyangala Close, Avondale, Lusaka, Zambia

Last Updated: 15 September 2026

bottom of page