Last updated: July 7, 2026

Refunds & Returns Policy

At Velora House, we want every piece you buy to earn its place in your home. If something arrives damaged or faulty, we'll put it right.

Faulty or damaged items

If your order arrives damaged, or a product develops a fault, contact us within 14 days of delivery. We'll ask for a couple of photos so we can see the issue and sort out the fastest fix, usually a replacement, but a repair or refund where a replacement isn't possible.

To lodge a claim, email theteam@velorahouse.au with your order number and photos of the damage or fault. We'll come back to you within 2 business days with next steps.

What isn't covered

We don't offer change-of-mind returns. Please choose carefully, and reach out before you order if you'd like more detail on dimensions, materials, or care, we're always happy to help you decide.

Items marked as sale or clearance, and any opened or used consumable products, are excluded from returns unless they're faulty.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. If a product is faulty, not fit for purpose, or significantly different from how it was described, including sale items, you're entitled to a repair, replacement, or refund regardless of the exclusions above.

Refunds

Approved refunds are processed back to your original payment method. You'll get an email once it's on its way.

Shipping costs for faulty items

If a claim is approved, we'll cover the cost of returning the faulty item to us and of sending out any replacement.

Getting in touch

Questions about an order or a claim? Email theteam@velorahouse.au and we'll get back to you as soon as we can.