Refund policy

This policy sets out your rights under the Australian Consumer Law, and how change-of-mind returns and pre-order cancellations work.

1. YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded 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. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These guarantees exist independently of, and are not limited by, anything else in this policy.

2. CHANGE OF MIND

We accept change-of-mind returns within 14 days of delivery, provided the piece is unused and unwashed, in its original box, with all labels attached.

To begin, write to service@shopvelvet.co with your order number. We confirm the return and send instructions. Return postage is your responsibility; we recommend a tracked service, as we cannot refund a piece lost on its way back to us.

Once the piece is received and inspected, we refund to your original payment method within five business days.

3. PRE-ORDER CANCELLATIONS

The first weaving is sold on pre-order, paid in full at checkout ahead of production. You may cancel a pre-order for a full refund at any time before it is dispatched, by writing to service@shopvelvet.co with your order number. Once an order has been dispatched, the change-of-mind terms above apply.

4. FAULTY OR DAMAGED PIECES

If a piece arrives faulty, damaged or not as described, write to service@shopvelvet.co with photographs and your order number. We arrange a replacement, repair or refund, and we cover the return shipping. This sits alongside, and does not limit, your rights under the Australian Consumer Law.

5. GIFT CARDS

Gift cards are redeemable on shopvelvet.co and valid for at least three years from the date of purchase. To the extent permitted by law, they are non-refundable and cannot be redeemed for cash.

6. CONTACT

VELVET MUSE Pty Ltd (ABN 39 693 689 735), trading as VELVET. service@shopvelvet.co