Refund policy

RETURNS & EXCHANGE POLICY

Velt accepts returns or exchanges in the form of a store credit only (no refunds), on products that are returned within 30 days of receiving the item. This is at the customer’s own expense.

- The product(s) MUST be unopened, unused and in original condition to be eligible for a store credit.

- Velt does NOT provide exchanges/credits on products that have been opened and/or used.

- Velt refuses the right to issue a store credit if the item is inspected and deemed to have been opened, used or not in original condition, as this prevents us from being able to resell the item.

- Unfortunately, we cannot accept returns on sale items or gift cards.

To be able to return or exchange and receive a store credit on a product, you must provide a valid proof of purchase (including receipt or e-receipt).

 

HOW TO MAKE A RETURN

1. Check that you meet the above return criteria.
2. Find your order/receipt number.
3. If you purchased it online, it can be found on your confirmation email.
4. If you purchased in store at Velt, it can be found on your receipt or on your customer account.
5. To start a return, you can contact us at onlinestore@velt.com.au.
6. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 
7. Print your return label.
8. Package your items securely and attach the return label to the package.
9. Take your return at any post office. 

Important

Make sure to retain a copy of the return receipt (the receipt that the post office provides you with when you send the item back to us), this is in case your package goes missing. 

If in the instance your package goes missing and you cannot provide us with your receipt of return, Velt will not be held liable and therefore cannot provide your refund.

Once we have received and inspected your product(s), if approved, you will be issued a credit within 7 business days of the item being returned.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like perishable goods (such as food, inner beauty powders and natural medicines/sleep aids), custom products (such as special orders or personalized items), and personal care goods). Please get in touch if you have questions or concerns about your specific item. 

What if my item(s) are damaged or faulty?

Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and rectify it.

Refunds are only eligible if the received item/s are damaged or faulty and Velt is notified within 7 days, If 7 days have gone by since your purchase, unfortunately we cannot offer you a refund for a damaged or faulty item.

 Once you have contacted us on onlinestore@velt.com.au about your damaged or faulty items, we will prompt you with the following steps on what to do.

If you are eligible for a refund, you will be issued the refund within 7 days of Velt receiving the item(s). Your bank may take a further 3 to 5 days to clear the funds back into your account.

All refunds will be processed via the original payment method.

SHIPPING POLICY

At Velt we know you want your goodies fast, so we make sure we post everything as soon as we can (and that’s usually the same or next business day).

Please note that during busy periods (i.e., sale periods and Christmas) our handling times may increase by a day or two as we try to get through everything. We’ll do our very best to get everything out the door as quickly as possible, but if you have any concerns or questions, please contact us at onlinestore@velt.com.au

We currently post to Australia only:

Our delivery fees are dependent on your location, and also may increase depending on the package size and your location.

We offer standard (3-7 business days) and express shipping (1-3 business days)

In-store pick-up

We offer Local Pickup so if you would like to pick up your item from our shop in Albury NSW, you are very welcome to do that. When you place your order please select “free local pick up”. 

Local Pickup is free and you can come and meet our amazing team. Please don’t select Local Pickup if you don’t intend on picking your parcel up. If you decide you would prefer to have it shipped, email us and we can take payment for delivery over the phone.

Once you’ve placed your order you will receive a notification when it is ready to pick up, usually the same or next business day. If it is urgent let us know by email, and we will do our best to prioritise the order for you.

Delivery Terms

1. We will process all orders within 1-2 working days. Sale periods may impact handling times. Please select Express Post if you want to guarantee a quick dispatch.
2. Within Australia, your delivery will be received within 1-7 days. In more remote and regional areas, this can take longer. Please allow up to 10 working days to receive an order. Tracking numbers will be provided on your shipping confirmation email and these can be used to track your order with Australia Post. You can check your estimated delivery time on the Australia Post website (here) – link to auspost website
3. Orders will be sent to the delivery address that you have submitted with your order. We cannot be held responsible if that delivery address is incorrect.
4. We use only reputable delivery companies; however, we do not accept any liability for delayed delivery caused by any third party.
5. Missing or non-delivered parcels need to be reported to us within 30 days. Any orders returned to us due to incorrect delivery address or unclaimed through the post office will be refunded for the product component only. You need to contact us to arrange redelivery within 30 days of dispatch.