Refund and Return Policy

At Velorica, we want every order to arrive as expected and to work properly for your setup. This policy explains how returns, refunds, exchanges, damaged items and warranty claims are handled.

Change-of-mind returns

You may request a change-of-mind return within 30 days after your order is delivered. To be eligible, the item must be unused, undamaged and in resalable condition, returned with all original packaging, accessories, manuals and labels, and accompanied by proof of purchase such as your order number or order confirmation email.

Change-of-mind returns may not be accepted for gift cards, digital products, licences, downloadable items, final sale or clearance items marked as non-returnable, customised or personalised items, items that have been misused, modified, damaged after delivery, or installed or used in a way that is inconsistent with the product information, or opened items that cannot be safely or hygienically resold.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, incomplete or different from what you ordered, contact us as soon as possible and include your order number, a description of the issue, and clear photos or video where relevant.

Where required under applicable consumer laws, including the Australian Consumer Law where it applies, we will provide an appropriate remedy such as repair, replacement or refund. Nothing in this policy excludes, restricts or modifies any consumer guarantee, warranty or right that cannot be excluded by law.

Return approval

Please contact us before sending any item back. Items returned without approval may be refused or experience processing delays. After we review your request, we will provide return instructions if the item is eligible. You are responsible for packing returned items securely so they are protected in transit.

Return shipping costs

For approved change-of-mind returns, the customer is responsible for return shipping costs unless we agree otherwise in writing. For approved returns caused by our error, a faulty item or damage in transit, we will provide the required return instructions and cover reasonable return shipping where applicable.

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method. Refunds are usually processed within 5 to 10 business days after approval, although your bank, card provider or payment service may take additional time to post the funds.

Original shipping charges are non-refundable unless the return is due to our error, a faulty item or another reason required by law.

Exchanges and warranty support

The fastest way to exchange an item is to request a return for the original item and place a new order for the replacement item once your return has been approved. Some products may include a manufacturer's warranty or Velorica warranty support. Warranty terms do not limit any rights you may have under applicable consumer laws.