Refund policy

We want you to be happy with what you buy from VANDA vel. This policy explains when you can return something, and how.

Your rights under Australian Consumer Law
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. These rights apply to sale items and discounted items in the same way they apply to full-price items.

Change-of-mind returns
You have 30 days from the day you receive your item to request a change-of-mind return, subject to the product exceptions below.

To be eligible, the item must be unused and in the same condition in which you received it, with all tags attached and in its original packaging. You will need your receipt or proof of purchase.

To start a return, contact us at hello.vandavel@gmail.com before sending anything back. Items sent to us without an approved return request will not be accepted.

Once your return is approved we will send you the return address and instructions. Return postage for change-of-mind returns is paid by you, and we recommend a tracked service, as we cannot process a refund for a parcel that does not reach us. Original shipping charges are not refunded on change-of-mind returns.

Fragrance
For health and hygiene reasons, fragrance can only be returned for change of mind if it is unopened, with the outer cellophane or seal intact. Once a fragrance has been opened or used it cannot be returned for change of mind. This does not affect your rights if the product is faulty, damaged or not as described.

Original artworks and pottery
Paintings and pottery are original, one-of-a-kind pieces made by hand. Because each piece is unique and cannot be restocked, they are not available for change-of-mind return. Small variations in colour, texture, glaze and finish are inherent to handmade work and are not considered faults. If your piece arrives damaged, faulty or not as described, we will make it right. See "Damaged, faulty or incorrect items" below.

Other exclusions
We cannot accept change-of-mind returns on gift cards, or on custom, personalised or made-to-order items.

Damaged, faulty or incorrect items
Please inspect your order as soon as it arrives. If anything is damaged in transit, faulty, or not what you ordered, contact us at hello.vandavel@gmail.com within 7 days of delivery, with your order number and photographs of the item and its packaging. We will assess the issue and arrange a replacement, repair or refund as appropriate. We pay return postage in these cases and will provide a prepaid label or reimburse your postage cost.

Exchanges
The quickest way to get what you want is to return the eligible item and place a new order once your return is approved.

European Union 14 day cooling off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. The item must be in the same condition in which you received it, unused, with tags and in its original packaging, and you will need your receipt or proof of purchase. This right applies in addition to, and does not replace, the terms above.

Refunds
We will let you know once we have received and inspected your return, and whether the refund is approved. If approved, the refund is issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund to your account.

If more than 15 business days have passed since we approved your return and you have not seen the refund, please contact us at hello.vandavel@gmail.com.

Contact
VANDA vel
PO BOX 847, Newport NSW 2106, Australia
hello.vandavel@gmail.com