Politique de remboursement

Returns & Refunds Policy

Last updated: August 2026

Velaterra Pty Ltd ("we", "us", "Velaterra") stands behind the quality of every piece we ship. If something isn't right, we'll make it right.

Section 1: Our Guarantee

Every Velaterra product has been personally inspected by our team before packing. We ship only pieces we would be proud to put on our own shelves.

If your order arrives damaged, defective, or not as described, we will:
• Replace the item (subject to stock availability), OR
• Issue a full refund including original shipping

Section 2: Change of Mind Returns

We accept change-of-mind returns within 14 days of delivery, subject to the following conditions:

• Items must be unused, in original packaging, and in resaleable condition
• Buyer is responsible for return shipping costs
• A 10% restocking fee may apply
• Refund will be issued to the original payment method within 5 business days of receiving the returned item

Custom orders, special orders and final-sale items are not eligible for change-of-mind returns.

Section 3: Damaged or Defective Items

Despite our careful packaging, ceramic occasionally breaks in transit. If your order arrives damaged:

Step 1 – Take photos of the damaged item, the inner gift box, and the outer shipping carton within 48 hours of delivery
Step 2 – Email us at maggie@velaterra.com.au with the following:
• Your order number
• Photos of the damage
• A brief description of what happened
Step 3 – We will respond within 1 business day with a resolution

You do not need to return the damaged item. Please dispose of broken ceramic safely.

Section 4: Wrong Item Received

If we send you the wrong product:
• We will cover all return shipping costs
• We will dispatch the correct item within 2 business days
• We will refund any price difference

Section 5: Items Missing from Order

If your order is short-shipped:
• Check the packaging thoroughly — small items can hide in foam padding
• If something is genuinely missing, email us within 7 days of delivery with your order number
• We will dispatch the missing item at no cost

Section 6: Order Cancellations

• Orders can be cancelled before dispatch for a full refund
• Once an order has been dispatched, our standard return policy applies
• Custom orders cannot be cancelled once production has begun

Section 7: Refund Method and Timing

• Refunds are issued to the original payment method (credit card, bank transfer, PayPal)
• Please allow 5–10 business days for the refund to appear in your account after we process it
• We will email you confirmation when the refund has been issued

Section 8: Wholesale Account Adjustments

For wholesale customers with established credit terms:
• Damaged-in-transit credits will be applied to your next invoice
• Or, at your request, refunded to your original payment method

Section 9: Consumer Guarantees (Australian Consumer Law)

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

Section 10: Contact

Email: maggie@velaterra.com.au
Phone: 0061 481 473 122
Address: Velaterra Pty Ltd, 13 Moody Street, Balwyn North, Melbourne, VIC 3104, Australia
ABN: 17 690 880 918