REFUND POLICY

We want you to feel confident choosing VELAQ. This policy applies to purchases made directly through VELAQ.

7 DAY CHANGE OF MIND RETURNS

Changed your mind? You may request a return within 7 days of receiving your order.

Eligible change of mind returns may be exchanged or issued as store credit. We do not offer monetary refunds for change of mind.

To start a return, please visit our Contact Us page and submit a return request.

RETURN CONDITIONS

To be eligible for a change of mind return, your item must be:

• Unused and in its original condition
• In its original packaging
• Free from damage or signs of use
• Complete with all original parts and accessories
• Requested for return within 7 days of delivery

For hygiene reasons, bottles that have been filled with liquid or used for drinking cannot be returned for change of mind.

Filters and filtration components must be unopened, unused and in their original sealed packaging.

Items that do not meet these conditions may not be accepted for a change of mind return.

EXCHANGES

Eligible items may be exchanged for another available VELAQ product within the 7 day change of mind period.

Once your return has been received and approved, we will arrange your exchange. We cannot reserve products while a return is in transit.

If your requested item is unavailable, store credit may be issued instead.

Customers are responsible for return shipping and any additional shipping costs associated with a change of mind exchange.

STORE CREDIT

Once your eligible return has been received and approved, store credit will be sent electronically to the email address used for your order.

Store credit is valid for 12 months from the date of issue and is non refundable.

Original shipping charges are not included in the store credit value for change of mind returns.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your VELAQ product arrives faulty, damaged, incorrect or does not match its description, please visit our Contact Us page as soon as possible and submit a request with your order details and clear photos or videos of the issue.

We may need to assess the product before providing a remedy.

Depending on the nature of the issue, you may be entitled to a repair, replacement or refund under the Australian Consumer Law. Your consumer guarantee rights are not limited by our 7 day change of mind period.

FILTERS AND HYGIENE ITEMS

For health and hygiene reasons, opened or used filters, filter housings and bottles that have been filled or used cannot be returned for change of mind.

This does not affect your rights under the Australian Consumer Law if a product is faulty, unsafe, not fit for purpose or does not match its description.

RETURN SHIPPING

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

Where a product does not meet the consumer guarantees under the Australian Consumer Law, VELAQ will meet its obligations regarding the appropriate remedy and reasonable return costs where required.

Until a return is received by VELAQ, the item remains the customer’s responsibility. We recommend using a tracked shipping service and packaging the item securely.

SALE AND PROMOTIONAL ITEMS

Sale and promotional items may be returned under the same 7 day change of mind policy, provided they meet all return conditions.

Items received as part of a bundle or promotion must be returned with all included products and promotional items to be eligible for the applicable exchange or store credit.

Your rights under the Australian Consumer Law continue to apply to sale and promotional items.

OUT OF STOCK OR ORDER DELAYS

If an item becomes unavailable or significantly delayed after you place your order, we will contact you with the available options.

Depending on the circumstances, these may include waiting for the item, selecting an alternative product, receiving store credit or receiving a refund where required.

AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law. A 7 day change of mind period is a voluntary VELAQ policy and does not limit your legal rights for products that fail to meet consumer guarantees.

To start any return, exchange or product issue request, please visit our Contact Us page.

This version is ready for Shopify. I removed the clothing specific language, made the hygiene rules fit bottles and filters, and kept the 7 day rule specifically for change of mind so it does not incorrectly restrict Australian consumer rights.