Refund policy

Change-of-mind returns

We want you to feel confident in your Velara purchase. If you change your mind, you may return or exchange eligible products purchased online within 30 days from the date of delivery.

To be accepted for a refund or exchange, returned merchandise must meet all of the following conditions:

• In original condition, unused and unwashed
• With all original tags, labels and accessories attached
• In original packaging wherever possible (including any branded boxes or bags)
• Free from marks, odours, damage or signs of wear

Items that have been worn, used, altered or damaged will not be accepted for change-of-mind return.

Items not eligible for return

Unless required by law, we do not accept returns or exchanges for:

• Any used products
• Superseded, customised, made to order, special order, "as is" or final sale products, as marked on the product page or at checkout
• Products that, in our reasonable opinion, may have been subjected to unhygienic conditions

Items purchased from another retailer or distributor cannot be returned to Velara. These items may only be returned to the original store of purchase, in line with their policy.

Missing, damaged or incorrect items

Please inspect your order as soon as it arrives.

All missing, damaged or incorrect items should be reported to us as soon as possible and within 7 days of delivery.

When contacting us, please include:

• Your order number
• A description of the issue
• Clear photos of the product, packaging and shipping label (where relevant)

Keep all packaging and items (including cartons, satchels and packing materials) until we advise next steps.

Claims made after 7 days may be more difficult to assess and may not be accepted.

We will review your claim promptly and advise whether a repair, replacement, refund or other resolution is appropriate.

How to request a return or exchange

All returns and exchanges must be authorised by Velara in advance.

1. Contact us within your return window.
2. Provide:
   • Your name
   • Order number
   • Product(s) you wish to return or exchange
   • Reason for the return
3. We will confirm whether the item is eligible and provide instructions, including the return address and any reference you must include.

Product returned without our prior approval may be refused and will not be credited.

Return shipping, restocking fees and original shipping charges

For change-of-mind returns:

• Return shipping costs are the responsibility of the customer, unless otherwise agreed in writing.
• We recommend using a trackable service and keeping proof of postage until your return has been processed.

We reserve the right to charge a restocking fee on returned goods in some circumstances (for example, large or bulky orders, or repeated change-of-mind returns):

• A minimum of $25 or 15% of the product value, whichever is greater
• Any applicable restocking fee will be deducted from your refund
• You will be informed of any restocking fee at the time your return is approved

Original shipping charges are not refundable, except where we are required to do so under applicable consumer law (for example, where a product has a major fault).

Restocking fees and return shipping costs do not apply to approved returns for faulty, damaged or incorrect items.

Refunds

Once your authorised return has been received and inspected:

• We will confirm approval or rejection of the return by email.
• Approved refunds will be processed to the original method of payment within 7–10 business days.
• Your bank or payment provider may require additional time to make funds available.

Please note:

• Original shipping charges are not refundable.
• Any applicable restocking fee will be deducted from the refund amount.
• If a return does not meet the conditions of this policy, the item may be returned to you at your expense, without refund.

International orders

For orders shipped outside Australia, we are unable to accept returns or issue refunds due to shipping and customs constraints.

Exchanges

We are happy to facilitate exchanges for online purchases, subject to availability.

• The exchange window is 30 days from the date of delivery.
• Returned merchandise must meet the conditions and guidelines set out in this policy to be accepted for an exchange.
• Exchanges are subject to stock availability at the time your return is processed.

In some cases, we may ask you to return the original item for a refund, and invite you to place a new order for the replacement product.

Your statutory rights

Nothing in this policy is intended to exclude or limit any rights you may have under Australian Consumer Law or other applicable legislation.

Where a product has a major fault or does not meet consumer guarantees, you may be entitled to a repair, replacement or refund. We will always work with you to provide an appropriate remedy in line with these rights.