Refund policy
At velvetcaviarx.shop, we want our customers to shop with confidence. This Return and Refund Policy explains our voluntary return procedures and your rights when purchasing goods from our online store.
This policy applies to purchases made directly through velvetcaviarx.shop.
Australian Consumer Law
Our goods come with guarantees that may apply under the Australian Consumer Law (ACL).
Nothing in this Return and Refund Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded.
Where a product has a major problem, Australian consumers may be entitled to reject the product and choose an appropriate remedy, which can include a replacement or refund. Remedies for minor problems may differ depending on the circumstances.
Your statutory rights are separate from and may continue beyond the voluntary return period described below.
30-Day Voluntary Return Policy
For eligible change-of-mind returns, we accept return requests submitted within 30 days of delivery.
To qualify for a voluntary return, the product must:
- be unworn and unused;
- be clean and in substantially the same condition in which it was received;
- have original tags attached where applicable;
- be free from stains, perfume, makeup, deodorant, pet hair, alterations, washing, or other signs of use; and
- be accompanied by suitable proof of purchase.
We reserve the right to decline a voluntary change-of-mind return where these conditions have not been satisfied.
These conditions do not limit your rights where goods fail to comply with the Australian Consumer Law.
How to Request a Return
Before returning an item, contact:
Please include:
- your order number;
- the product you wish to return;
- the reason for the return; and
- photographs where the product is alleged to be damaged, defective, incorrect, or materially different from what was ordered.
We will review the request and provide return instructions where applicable.
Products should not be returned without contacting us first because this may delay identification and processing of the return.
Change-of-Mind Returns
Australian Consumer Law generally does not require a retailer to provide a refund or replacement simply because a customer changes their mind, decides they no longer like a product, or finds the product cheaper elsewhere. If a retailer voluntarily offers a change-of-mind policy, however, it should follow the terms of that policy.
Accordingly, eligible change-of-mind returns accepted under our voluntary 30-day policy are subject to the conditions stated above.
Unless required otherwise by law, customers are responsible for return shipping expenses for a voluntary change-of-mind return.
Original shipping charges are not applicable because standard shipping is provided free of charge.
Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, unsafe, incorrect, materially different from its description, or otherwise fails to meet an applicable consumer guarantee, contact us as soon as reasonably possible.
Please provide your order number and, where reasonably possible, photographs showing the issue.
Where Australian Consumer Law requires us to provide a remedy, we will provide the applicable remedy in accordance with the law. We will not require a customer to bear reasonable return costs where doing so would be inconsistent with their statutory rights.
Consumer guarantees can apply regardless of additional warranties or store-specific return periods.
Sale and Promotional Products
Products purchased during a sale or promotional event remain covered by applicable Australian Consumer Law consumer guarantees.
A product will not be denied a statutory remedy merely because it was discounted, purchased during a promotion, or marked as a sale product where the customer is otherwise legally entitled to a remedy.
However, products clearly marked as final sale may be excluded from our voluntary change-of-mind return policy, provided that this does not affect any statutory rights relating to faulty or non-compliant goods.
Hygiene-Sensitive Products
For hygiene reasons, certain products may not qualify for voluntary change-of-mind returns after hygiene seals or protective packaging have been removed.
This may include underwear, intimate apparel, swimwear with removed hygiene protection, and similar hygiene-sensitive products.
This restriction does not limit remedies available for faulty or otherwise non-compliant products under applicable law.
Exchanges
Where available, customers may request an exchange for another size or eligible product.
Exchange availability depends on stock.
If the requested replacement is unavailable, we may offer an alternative remedy or process a refund where appropriate.
Refund Processing
Once an approved return is received and assessed, we will notify you regarding the outcome.
Approved refunds will generally be issued to the original payment method used for the purchase unless another method is required by law or agreed with you.
After we issue the refund, your bank, payment provider, or card issuer may require additional time to post the transaction to your account. Processing times are controlled by the relevant financial institution.
Refused Returns
A voluntary change-of-mind return may be refused where:
- the return request falls outside the 30-day period;
- the product has been worn, washed, damaged, altered, or used;
- tags have been removed where they were originally provided;
- the product has stains, odours, cosmetics, or other signs of use;
- the product falls within a valid hygiene-related exclusion; or
- there is insufficient evidence that the product was purchased from our store.
These exclusions do not override rights that cannot lawfully be excluded.
Order Cancellation
If you wish to cancel an order, contact us promptly at info@velvetcaviarx.shop.
We will attempt to accommodate cancellation requests where the order has not yet entered processing or dispatch. Once an order has been processed or dispatched, cancellation may no longer be possible, and the normal return procedure may apply.
Contact Us
For all return, refund, exchange, or faulty-product enquiries:
Business Name: velvetcaviarx.shop
Email: info@velvetcaviarx.shop
Last Updated: 15 August 2026
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