Return & Refund Policy

Effective Date: 6 June 2026

At Velora Wellness Group, we are committed to providing quality products and exceptional customer service. This Return & Refund Policy outlines your rights and our procedures in accordance with Australian Consumer Law.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement, repair or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.

Change of Mind Returns

We understand that sometimes you may change your mind. We may accept change of mind returns subject to the following conditions:

• Return requests must be made within 30 days of delivery.

• Products must be unused, unopened and in their original packaging.

• Products must be in resalable condition.

• Proof of purchase must be provided.

Once the returned item has been received and inspected, a refund will be processed to the original payment method or a store credit may be issued at our discretion.

Customers are responsible for return shipping costs for change of mind returns.

Health, Wellness & Personal Care Products

For hygiene and safety reasons, we cannot accept returns or exchanges on:

• Opened supplements

• Opened skincare products

• Opened personal care products

• Blood testing kits that have been opened or used

• Wellness essentials that have been opened or used, including needles, pen tips, alcohol wipes and sharps containers

• Any product where the safety seal has been broken

This restriction does not apply where the product is faulty, damaged or does not meet consumer guarantees under Australian Consumer Law.

Damaged, Faulty or Incorrect Items

If you receive a product that is:

• Damaged during transit

• Faulty or defective

• Incorrectly supplied

Please contact us within 7 days of receiving your order.

To assist with processing your claim, please provide:

• Your order number

• A description of the issue

• Photographs showing the damage, fault or incorrect item

Where a product is confirmed to be faulty, damaged or incorrectly supplied, Velora Wellness Group will arrange a replacement, refund or other appropriate remedy in accordance with Australian Consumer Law.

Refund Processing

Approved refunds will be processed to the original payment method used for the purchase.

Please allow:

• 2–5 business days for refund processing by Velora Wellness Group

• Additional time for your financial institution to complete the transaction

Shipping fees are generally non-refundable unless required under Australian Consumer Law or where an error has occurred on our part.

Non-Returnable Items

The following items cannot be returned unless faulty, damaged or required by law:

• Opened supplements

• Opened skincare products

• Used wellness monitoring devices

• Downloadable digital products

• Educational materials and online courses once accessed

• Gift cards

• Clearance or final sale items (unless faulty)

Return Shipping

Where a return is approved, return instructions will be provided by our customer support team.

Customers are responsible for ensuring returned products are securely packaged. We recommend using a tracked shipping service as Velora Wellness Group cannot accept responsibility for items lost in transit during return shipping.

Contact Us

For all return and refund enquiries, please contact:

Velora Wellness Group
Email: hello@velorahc.com.au
Phone:  1300 835 672

We aim to respond to all enquiries within 2 business days.