2. Returns and Refund Policy
Last updated: Today
At Veliora Melbourne, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work for purchases made through velioramelbourne.com.
30-day money-back guarantee
You may request a return within 30 days of receiving your order.
To start a return, email:
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for your return
- Clear photos if the item is damaged, faulty or incorrect
- Any other information that may help us review your request
Our customer care team will review your request and provide the next steps.
Return instructions
Please contact us before returning an item. This helps us provide the correct return instructions and return address.
Depending on the product and supplier, an approved return may need to be sent directly to an overseas return location, including China.
Change-of-mind return costs
For change-of-mind returns, sizing changes or unwanted items, the customer is responsible for return shipping costs.
We recommend using a tracked shipping service. Please keep your tracking details until the return has been completed.
A refund under our voluntary 30-day return policy can be processed after the returned item has been received and inspected.
Condition of returned items
For a change-of-mind return, the item should be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Returned with its tags and packaging where possible
Items showing signs of wear, washing, use, perfume, stains, makeup, damage or alterations may not be accepted as change-of-mind returns.
Items excluded from change-of-mind returns
The following items may not qualify for change-of-mind returns:
- Gift cards
- Items clearly marked as final sale
- Personal or hygiene-related items
- Items that have been worn, washed or used
- Items returned without following the provided return instructions
These exclusions do not affect any rights you may have under the Australian Consumer Law.
Faulty, damaged or incorrect items
When an item arrives faulty, damaged or incorrect, contact us as soon as possible at:
Please include your order number, a description of the issue and clear photos of the item and packaging.
We will review the issue and provide an appropriate solution. Depending on the circumstances, this may include a repair, replacement, refund or another remedy.
When a product is confirmed to have a problem, reasonable return shipping costs may need to be reimbursed. Products with a major problem may entitle the customer to choose between a refund and replacement under the Australian Consumer Law.
Australian Consumer Law
Nothing in this policy excludes, restricts or limits any rights or remedies available under the Australian Consumer Law.
Australian customers have consumer guarantees relating to matters such as acceptable quality, fitness for purpose and whether products match their description.
Refund processing
Once an eligible return has been received and approved, we will notify you by email.
Approved refunds will be returned to the original payment method unless another method is agreed.
Processing times may vary depending on your bank, card provider or payment provider.
Original shipping charges, where applicable, are generally not refundable for change-of-mind returns. This does not limit your rights where a product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee.
Exchanges
Depending on the situation and product availability, we may offer an exchange or another suitable solution.
Contact:
We will review your request and explain the available options.
Order cancellations
To request a cancellation, contact us as soon as possible at:
When your order has not yet been processed or dispatched, we will do our best to cancel it.
Once an order has been processed or dispatched, cancellation may no longer be possible. You may still be able to request a return after receiving the order, subject to this policy.
Contact us
For questions about returns, refunds or orders, contact: