Refund policy
At Velosria, we are committed to ensuring your satisfaction and complying fully with the Australian Consumer Law (ACL).
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
1. If There Is a Problem With Your Item That Can Be Remedied and Is Not a Major Failure
Under the Australian Consumer Law, if we supply an item that does not comply with the statutory guarantees and the problem can be remedied and is not a major failure, you may ask us to remedy the failure.
We may remedy the failure by replacing the item with one of an identical type or by providing a refund depending on the circumstances.
If we do not remedy the failure within a reasonable time, you may take your own steps to remedy the problem and recover your reasonable costs from us. Alternatively you may notify us that you are rejecting the goods and provide your reasons for doing so.
2. If There Is a Problem That Cannot Be Remedied or Is a Major Failure
If your item has a major failure under the Australian Consumer Law you have the right to choose between a refund or a replacement. A major failure with goods occurs when:
(a) A reasonable consumer would not have purchased the goods had they known about the problem. For example a reasonable consumer would not buy a pair of shoes if they knew the sole would separate after one week of normal wear.
(b) The item is significantly different from the description, sample, or product images shown at the time of purchase. For example where a customer orders a black shoe but receives a brown one.
(c) The goods are substantially unfit for their normal purpose and cannot easily be made fit within a reasonable time. For example where a waterproof shoe allows water through due to a manufacturing defect in the material.
(d) The goods are substantially unfit for a specific purpose you communicated to us at the time of purchase and cannot easily be made fit within a reasonable time.
(e) The goods are unsafe.
The following are examples of issues that are unlikely to constitute a major failure but which we will still work with you to resolve:
(a) A loose or misaligned strap, buckle, or velcro tab that can be repaired.
(b) A minor stitching issue or loose thread on the upper or lining.
(c) A missing component that can be sent to you such as an insole or spare lace.
(d) A minor cosmetic mark or surface scuff that does not affect the performance or wearability of the shoe.
(e) Packaging that arrived damaged but with the product inside in perfect condition.
(f) A product that requires minor adjustment to fit correctly such as a strap that needs repositioning.
(g) An incorrect size was sent but the correct size is available and can be exchanged.
(h) A slight colour variation from product photography that falls within normal manufacturing range.
Even where a problem is not a major failure we may choose to offer a refund rather than a repair or replacement depending on the individual circumstances of your case.
3. Rejecting an Item
As outlined above you may reject an item if it has a major failure or if it does not have a major failure but we have not remedied the failure within a reasonable time following your request.
If you wish to reject an item you must notify us within a reasonable time of becoming aware that the item does not comply with the statutory guarantees or that we have not remedied the problem within a reasonable time.
We allow a minimum period of 45 days from the date of delivery for you to notify us of a rejection even if a shorter period might otherwise be considered reasonable under the Australian Consumer Law. This does not limit your broader rights under the ACL.
We are not required to accept a rejection if the item was delivered but has since been lost, destroyed, disposed of, or damaged after delivery.
4. Change of Mind
We do not offer refunds for change of mind — for example if you change your mind about the size, colour, or appearance of an item after purchase. In these circumstances where no breach of the statutory guarantees has occurred we may offer an exchange or store credit if the item is returned unused, in its original packaging, and in resalable condition. This policy does not affect your rights under the Australian Consumer Law.
5. How to Initiate a Return, Repair, or Replacement
If your item is not of acceptable quality, not fit for a purpose you communicated to us, or not as described and you wish to return, repair, or replace it please contact us at support@velosria.com. We may request supporting information such as photographs or a short video to assist us in assessing the issue promptly.
We cover return shipping costs for items that are not of acceptable quality, not fit for purpose, or not as described.
If we accept a change of mind return we may also provide a prepaid return label at our discretion.
When returning an item please use the prepaid return label we provide to ensure proper tracking and processing of your return.
6. Lost, Stolen, or Undelivered Orders
If your order is confirmed as undelivered we will provide a refund or replacement at your choice. If your order is marked as delivered but you have not received it please contact us immediately and we will investigate the matter. In appropriate circumstances we may offer a refund or replacement at our discretion.
Under the Australian Consumer Law you are not entitled to compensation for loss or damage caused by circumstances beyond our control that occurred after the goods left our possession.
7. Contact Us
For any questions or to initiate a return please contact our customer support team:
Velosria
Email: support@velosria.com
Contact form: Click here
Address: 45 Hunter Street, Newcastle NSW 2300, Australia
Phone: +61 480810505
Opening hours: Monday – Friday: 9am–5pm AEST
Our team will respond to all enquiries within 48 hours during business days.
This policy is designed to comply fully with your rights under the Australian Consumer Law and to ensure a fair and transparent shopping experience for every Velosria customer.