Refund policy

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Returns & Refunds

At Veloura Roses, your satisfaction is important to us. If you're not completely happy with your order, please reach out and we'll do our best to make it right.

How to Request a Return

To initiate a return, please contact us at support@velouraroses.com within 14 days of receiving your order. Include your order number and a brief description of the issue. We'll respond within 1–2 business days with next steps.

Eligibility

To be eligible for a return, items must be unused and in their original condition and original packaging.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us as soon as possible with your order number and clear photos of the item and packaging. We will arrange a replacement or refund at no cost to you.

Change-of-Mind Returns

We accept change-of-mind returns within 14 days of delivery. Items must be unused and in original condition. Return shipping costs for change-of-mind returns are the responsibility of the customer, unless otherwise required under applicable consumer law.

Refunds

Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed to your original payment method. Please allow a few business days for the refund to appear depending on your bank or payment provider.

Your Consumer Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws, including the Australian Consumer Law. If you have a major problem with a product, you are entitled to a remedy under the ACL regardless of the return window above.

Contact Us

For any questions about your order or our returns process, please contact us at support@velouraroses.com.