Refund policy

30-DAY MONEY-BACK GUARANTEE

We offer a 30-day money-back guarantee. If you are not satisfied with your purchase, email velarocollective@outlook.com within 30 calendar days of delivery and include your order number.

RETURN ELIGIBILITY
For a change-of-mind return, the item must be unworn and unused other than a reasonable indoor try-on, with its original packaging, tags and included accessories. You must also provide proof of purchase. Items damaged through misuse, neglect or improper care are not eligible for a change-of-mind refund.

HOW TO START A RETURN
Email velarocollective@outlook.com before sending anything back. If the return is approved, we will provide the correct return instructions and authorised return address. Because products may be shipped by different fulfilment partners, do not send returns to the sender address on the parcel, the manufacturer or any address found online. Unauthorised returns may not be received or refunded.

After receiving approval, send the return within 14 calendar days using a tracked service and keep the shipping receipt until the return is completed.

RETURN SHIPPING
Customers are responsible for return-shipping costs on change-of-mind returns. Original shipping charges, if any, are non-refundable. We do not charge a separate restocking fee.

DAMAGED, FAULTY OR INCORRECT ITEMS
Inspect your order when it arrives. If an item is damaged, faulty or different from what you ordered, contact us promptly with your order number and clear photographs of the item and packaging. We will assess the issue and provide an appropriate replacement, refund or return instructions. Where we require a faulty or incorrect item to be returned, we will cover reasonable return-shipping costs.

EXCHANGES
The quickest way to obtain a different size, colour or product is to request a return and place a new order after the return is approved. Exchange availability cannot be guaranteed.

BUY-ONE-GET-ONE AND PROMOTIONAL BUNDLES
Products supplied through a buy-one-get-one-free offer are treated as one promotional bundle. The items are not treated as separate “paid” and “free” products for return purposes. To receive a full refund of the amount paid, all items included in the bundle must be returned together and each item must meet this policy’s return conditions.

If you return only part of a promotional bundle and keep another item, any approved refund will be reduced by the regular price shown for the retained item at the time of purchase and will never exceed the amount you paid. This may result in no refund being payable. Free items and gifts have no separate cash or refund value. This rule does not limit any rights you may have for faulty, damaged or incorrectly supplied goods.

NON-RETURNABLE ITEMS
Gift cards, digital products, personalised items and products clearly marked final sale cannot be returned for change of mind. Products that cannot be safely resold for hygiene reasons are non-returnable once opened, unless faulty or incorrectly supplied.

CANCELLATIONS AND ORDER CHANGES
Contact us as soon as possible if you need to change or cancel an order. We will try to assist, but changes and cancellations cannot be guaranteed after processing has begun or the order has been dispatched.

REFUNDS
Once the returned item is received and inspected, we will notify you whether the refund is approved. Approved refunds are sent to the original payment method, usually within 5 business days. Your bank or card provider may require an additional 5–10 business days to display the credit.

If more than 15 business days have passed since we approved your refund, email velarocollective@outlook.com.

REFUSED OR UNCLAIMED DELIVERIES
If a delivery is refused, unclaimed or returned because the customer supplied an incorrect or incomplete address, any additional carrier charges may be deducted from the refund where permitted.

YOUR CONSUMER RIGHTS
This 30-day policy is in addition to any rights and remedies you may have under the Australian Consumer Law or other applicable consumer laws. Nothing in this policy excludes, restricts or modifies rights that cannot legally be excluded.

CONTACT
For all return and refund requests, email velarocollective@outlook.com. Velaro Collective is an online-only business and does not accept in-person returns.