Returns & Refunds
We want you to love your VELORA products. If there is an issue with your order, please contact us at support@discovermyvelora.com and we’ll be happy to assist you.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery with your order number and clear photos of the product and packaging.
Once your claim has been reviewed, we will provide an appropriate resolution, which may include a replacement or refund.
Nothing in this policy limits your rights under the Australian Consumer Law.
Change of Mind Returns
We accept change-of-mind returns within 30 days of delivery, provided the item is:
- Unused and unopened
- In its original packaging
- In resalable condition
For hygiene reasons, opened or used hair care and personal care products cannot be returned or exchanged for change of mind.
Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are non-refundable.
Please contact support@discovermyvelora.com before returning an item. Returns sent without prior approval may not be accepted.
Refunds
Once your approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to your original payment method. Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.
Faulty Products & Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major problem, you may be entitled to a replacement or refund. For other problems, we may provide a repair, replacement, or other remedy as required by Australian Consumer Law.
Return Shipping
For change-of-mind returns, customers are responsible for return shipping costs.
If an item is confirmed to be faulty, damaged on arrival, or incorrectly supplied, VELORA will cover reasonable return shipping costs where applicable.
To start a return, please contact:
support@discovermyvelora.com
