Refund policy
RETURNS & REFUNDS
At VELEN, we want you to feel confident with every purchase. If something isn’t right, eligible items may be returned in accordance with the policy below.
1. 30-DAY RETURN WINDOW
You may request a return within 30 days from the date your order is delivered.
Our return period is extended where applicable to account for weekends or holidays, in accordance with the return rules applied to your order.
To be eligible for a return, the item must be returned in its original condition, unworn, unused, unwashed, with tags attached and, where applicable, in its original packaging.
Proof of purchase or your order information may be required.
2. FREE RETURN SHIPPING
VELEN provides free return shipping for eligible returns.
Once your return request has been approved, we will provide the relevant return instructions. Please follow the instructions provided by our Customer Care team.
Items sent back without following the approved return process may not be accepted.
3. NO RESTOCKING FEE
We do not charge a restocking fee for eligible returns.
Restocking Fee: 0%
4. ORDER CANCELLATIONS
Orders may be cancelled until the item has been fulfilled.
Once an item has been fulfilled, the order can no longer be cancelled under our cancellation rules. If eligible, you may request a return after receiving your order in accordance with this policy.
Because orders may enter fulfilment quickly, we recommend contacting us as soon as possible if you need to request a cancellation.
5. RETURN CONDITIONS
Returned products must be in a condition suitable for return. Items may not qualify for a standard return if they have been worn, washed, used, altered, damaged after delivery, or returned without original tags where applicable.
We reserve the right to inspect returned products before approving a refund, subject to applicable consumer law.
6. FINAL SALE ITEMS
Products specifically identified as Final Sale are not eligible for standard returns or cancellations.
Where a collection or product is designated as Final Sale, this will be communicated through the applicable product or collection information.
This restriction does not exclude rights or remedies that cannot legally be excluded, including rights relating to faulty or incorrectly supplied products.
7. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order after delivery.
If you receive an item that is damaged, defective, or different from what you ordered, contact VELEN Customer Care as soon as reasonably possible.
Please include your order number, a description of the issue, and photographs where appropriate so we can assess the matter and provide a suitable resolution.
8. EXCHANGES
Where direct exchanges are available, our Customer Care team will provide instructions.
If a direct exchange cannot be processed, you may be asked to return the eligible item and place a new order for your preferred size, colour, or product.
Availability of replacement products cannot be guaranteed.
9. REFUNDS
Once your return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method.
Please allow additional time for your bank, card issuer, or payment provider to process and display the refund after it has been issued.
Original shipping charges, duties, taxes, or other charges may be non-refundable except where required by applicable law or expressly stated otherwise.
10. CONSUMER RIGHTS
Nothing in this Refund & Return Policy is intended to exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded.
Where applicable, customers may have additional rights under the Australian Consumer Law or other mandatory consumer-protection laws in their jurisdiction.
11. HOW TO REQUEST A RETURN
To request a return or cancellation, please contact:
VELEN Customer Care
Email: customer.velen@outlook.com
Phone: +61 232 154 412
Please include your order number and the email address used to place your order.
Important: Do not send a return to the VELEN business address unless our Customer Care team specifically instructs you to do so. Approved returns must be sent according to the return instructions provided by us.