Returns & Refunds

Returns & Refunds Policy

At VelaOz, we want you to be completely satisfied with your purchase. Please review our returns and refunds policy below.

Faulty or Damaged Products

If you receive a faulty or damaged product, please contact us through our Contact page as soon as possible and provide:

  • Your order number
  • Clear photos or videos showing the issue
  • Description of the fault or damage
  • If applicable, details of any missing parts

Please do not dispose of faulty items until we've assessed your claim, as we may need to inspect them. Our team will review your claim and respond as quickly as possible to arrange a replacement or refund.

Change of Mind Returns

We understand that sometimes you may change your mind. We accept change of mind returns within 14 days of delivery, subject to the following conditions:

We CANNOT accept change of mind returns for:

  • Health and safety products
  • Products that have been opened or used
  • Bulk purchases

For eligible change of mind returns:

  • Items must be in original packaging and unused condition
  • You must notify us within 14 days of receiving your order
  • A restocking fee of 10% of the item price and shipping fee will apply
  • Return shipping costs will be deducted from your refund

How to Request a Change of Mind Return

To request a change of mind return, please contact us through our Contact page within 14 days of delivery and provide:

  • Your order number
  • Reason for return
  • Photos showing the product in its original packaging

Once approved, we'll provide you with return instructions and a return label where applicable.

Refund Process

Once we receive and inspect your returned item, we will process your refund. Please note:

  • Refunds will be issued to your original payment method
  • For change of mind returns: refund = item price + shipping fee - return postage - 10% restocking fee
  • Refunds typically take 5-10 business days to appear in your account

Incorrect or Incomplete Delivery Address

Items returned to sender due to incorrect or incomplete delivery information, or items that are unclaimed, will be treated as change of mind returns and will incur the standard restocking fees.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Questions?

If you have any questions about returns or refunds, please contact us through our Contact page with your order number.