Refund policy

1. Overview

At Vellaiz, your satisfaction is our priority. We take great care to ensure every product is delivered in perfect condition. Due to the hygienic nature of our products, we do not accept returns or issue refunds once an order has been processed and delivered.

 

2. Incorrect or Damaged Items

If you receive the wrong product or if your order arrives damaged, please contact us immediately at care@vellaiz.com within 7 days of receiving your order.

To help us resolve the issue quickly, please include:

• Your order number

• A photo of the incorrect or damaged item

• A brief description of the issue

Once verified, we will arrange an exchange or replacement at no additional cost to you.

 

3. Exceptions

In accordance with Australian Consumer Law, customers are entitled to a replacement or refund for a major fault or defect that makes the product unsafe or unfit for its intended purpose.

We will assess such claims on a case-by-case basis to ensure fair resolution.

 

4. How to Contact Us

If you experience any issue with your order, please reach out to us promptly at care@vellaiz.com.