Refund policy

RETURN AND REFUND POLICY

We offer a 30-day change-of-mind return policy. This means you have 30 days from the date you receive your order to request a return.

ELIGIBILITY FOR CHANGE-OF-MIND RETURNS

To be eligible for a change-of-mind return:

• The product must be unused, unopened and in its original sealed packaging.
• The product and packaging must be in the same condition in which they were received.
• You must provide your receipt or proof of purchase.

Opened, sprayed, tested, used or unsealed perfumes, fragrances, bakhoor, incense, air fresheners and personal-care products cannot be returned for change of mind.

HOW TO REQUEST A RETURN

Before returning an item, contact us at:

Email: velorafragrances96@gmail.com

Please include your order number, the product you wish to return and the reason for the return.

Approved returns must be sent to:

Velora Fragrances
47 Moore Street
Liverpool NSW 2170
Australia

Items returned without contacting us and receiving return instructions first may not be accepted.

RETURN SHIPPING

Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are not refundable for change-of-mind returns.

We recommend using a tracked shipping service, as Velora Fragrances cannot be responsible for returned parcels that are lost in transit.

If the product is faulty, damaged, incorrect or does not meet a consumer guarantee under the Australian Consumer Law, Velora Fragrances will cover reasonable return shipping costs where required by law.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order as soon as it arrives. Contact us promptly if an item is damaged, faulty, incorrect or missing.

Email velorafragrances96@gmail.com with your order number and clear photographs of the product, packaging and shipping label so we can assess the issue and provide an appropriate solution.

EXCEPTIONS AND NON-RETURNABLE ITEMS

The following products cannot be returned for change of mind:

• Opened, sprayed, tested, used or unsealed perfumes and fragrance products.
• Opened or used bakhoor, incense and air fresheners.
• Gift cards.
• Personalised, customised or special-order products.
• Products that are not in their original condition or packaging.

Sale and clearance items are not eligible for change-of-mind returns unless otherwise stated. This does not affect your rights if an item is faulty, damaged, incorrectly described or does not meet a consumer guarantee under the Australian Consumer Law.

EXCHANGES

If you wish to exchange an eligible unopened product, please contact us first. The quickest option may be to return the eligible item and place a new order after the return has been approved.

REFUNDS

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund, please contact velorafragrances96@gmail.com.

ORDER CANCELLATIONS

If you need to cancel or change an order, contact us as soon as possible. We cannot guarantee cancellation after an order has been processed or dispatched.

AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes any rights or remedies available to you under the Australian Consumer Law.