RETURNS, REFUNDS AND CANCELLATIONS POLICY

Last updated: 22 July 2026

This Returns, Refunds and Cancellations Policy applies to purchases made through velmarique.com.

Velmarique is operated by MMD Projects LIMITED. In this Policy, the terms “Velmarique”, “we”, “us” and “our” refer to MMD Projects LIMITED, trading as Velmarique.

Nothing in this Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.

RETURNS

Can I return my order?

Yes.

If you are not satisfied with the products you ordered, you may request a return within 30 days after receiving your order, subject to the conditions set out in this Policy.

Our 30-day change-of-mind return policy is an additional benefit provided by Velmarique. It does not replace or limit any rights you may have under the Australian Consumer Law.

To qualify for a change-of-mind return:

  • the return request must be submitted within 30 days after delivery;
  • the product must be unused, unworn, unwashed and undamaged;
  • the product must not contain marks, stains, odours, make-up, deodorant, perfume, pet hair or other signs of use;
  • all original components, accessories and parts must be included;
  • all original labels, tags and protective materials must remain attached;
  • the original packaging must be intact and returned with the product where reasonably possible;
  • footwear must only have been tried on indoors and must be returned without wear, dirt or damage to the soles;
  • the product must not have been damaged through misuse, incorrect handling, improper care or normal wear and tear; and
  • you must provide valid proof of purchase.

Trying on a fashion item solely to determine its fit will not automatically make it ineligible for return, provided that the item has not been worn beyond what is reasonably necessary to assess its fit and remains in a saleable condition.

Products for which hygiene is relevant must be returned clean and in accordance with the hygiene requirements in this Policy.

We reserve the right to refuse a change-of-mind return where we reasonably determine that the returned product:

  • has been worn or used beyond what was reasonably necessary to try it on;
  • has been washed or altered;
  • is damaged;
  • is incomplete;
  • is not the product originally supplied by us;
  • is missing its tags or original packaging;
  • contains stains, odours, hair or other signs of use;
  • has been returned outside the applicable return period; or
  • does not otherwise comply with this Policy.

This does not affect any rights or remedies available to you under the Australian Consumer Law where a product is faulty, unsafe, incorrectly described or otherwise fails to comply with an applicable consumer guarantee.

CHANGE-OF-MIND RETURNS

We voluntarily accept eligible change-of-mind returns requested within 30 days after delivery.

A change-of-mind return includes circumstances where:

  • you no longer want the product;
  • you ordered the wrong product;
  • you ordered the wrong colour;
  • the product does not suit your personal preference;
  • you found the product elsewhere for a lower price; or
  • you selected the wrong size, provided that the size supplied matches the size ordered and the product is not otherwise faulty or incorrectly described.

For an approved change-of-mind return:

  • you are responsible for arranging the return shipment;
  • you are responsible for all return shipping costs;
  • original delivery charges are not refundable, unless required by law;
  • any customs charges, import duties, handling fees or carrier fees connected with the return are your responsibility;
  • the parcel must be sent using a trackable shipping method;
  • you are responsible for the parcel until it has been delivered to the return address provided by us; and
  • we do not accept responsibility for parcels that are lost, delayed or damaged during return shipping.

We strongly recommend purchasing tracking and, where appropriate, shipping insurance.

PRODUCTS THAT CANNOT BE RETURNED FOR CHANGE OF MIND

Unless the product is faulty or your return rights arise under applicable law, we do not accept change-of-mind returns for:

  • underwear;
  • lingerie;
  • bodysuits;
  • swimwear from which the hygiene seal has been removed;
  • earrings or pierced jewellery;
  • cosmetics;
  • beauty products;
  • personal-care products;
  • products that have been worn, washed or altered;
  • products damaged after delivery;
  • products with removed labels or tags;
  • gift cards;
  • personalised or custom-made products;
  • final-sale products where the product page clearly stated that change-of-mind returns were unavailable; or
  • products that cannot safely or hygienically be resold.

A “final sale” label does not limit your rights where a product fails to comply with the Australian Consumer Law.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

Please contact us as soon as reasonably possible if your product:

  • arrived damaged;
  • is defective;
  • is unsafe;
  • is not of acceptable quality;
  • is materially different from its description or images;
  • is not fit for a purpose that was made known to us;
  • does not perform as reasonably expected;
  • is the wrong size, colour or model because we sent a product different from the one ordered;
  • is missing parts; or
  • otherwise fails to comply with an applicable consumer guarantee.

Your rights in relation to a faulty or non-compliant product are not limited to the voluntary 30-day change-of-mind period.

The remedy available will depend on the nature and severity of the problem and the requirements of the Australian Consumer Law.

Where a product has a major problem, you may be entitled to choose between:

  • rejecting the product and receiving a refund; or
  • rejecting the product and receiving a replacement of the same type and similar value, where reasonably available.

Where the problem is minor, we may be entitled to provide an appropriate remedy within a reasonable period, such as:

  • repairing the product;
  • replacing the product;
  • supplying a missing part; or
  • providing another remedy permitted by law.

If we cannot provide an appropriate remedy for a minor problem within a reasonable period, you may have further rights under applicable law.

We may ask you to provide reasonable evidence of the problem, including photographs or a short video, so that we can assess the issue.

We will not require you to provide photographs of yourself wearing a product unless:

  • this is reasonably necessary to understand a sizing or fit complaint;
  • you voluntarily agree to provide the photograph; and
  • a less intrusive form of evidence, such as measurements or photographs of the product, would not reasonably resolve the issue.

You may cover or exclude your face and any other identifying features from such photographs.

You are not required to provide an image of yourself wearing the product to exercise any non-excludable rights under the Australian Consumer Law.

RETURN SHIPPING COSTS FOR FAULTY PRODUCTS

For an ordinary change-of-mind return, return shipping costs are your responsibility.

Where a product is confirmed to have a fault or otherwise fails to comply with the Australian Consumer Law, we will deal with reasonable return shipping or collection costs in accordance with applicable law.

Depending on the circumstances, this may include:

  • providing a prepaid return label;
  • arranging collection of the product;
  • reimbursing reasonable return shipping costs; or
  • providing another appropriate return method.

Please contact us before returning a product claimed to be faulty.

Do not incur unusually high return shipping costs without first giving us a reasonable opportunity to provide return instructions.

Where you pay return shipping costs for a product that is subsequently confirmed to have a covered fault, please retain and provide the shipping receipt so that we can assess reimbursement.

HOW TO REQUEST A RETURN

Before returning any product, email us at:

info@velmarique.com

Your email should contain:

  • your order number;
  • your first and last name;
  • the email address used to place the order;
  • your delivery address;
  • the product or products you wish to return;
  • the reason for the return;
  • whether you are requesting a refund, replacement or exchange;
  • photographs or video where the product is damaged, defective or incorrect; and
  • any other information reasonably necessary to assess the request.

Please use the following subject line:

Return request – Order [your order number]

We will review your request and provide you with:

  • confirmation of whether the voluntary return request has been approved;
  • the correct return address;
  • a return authorisation or reference, where applicable;
  • packaging instructions;
  • customs instructions, where relevant; and
  • any other necessary return instructions.

RETURN ADDRESS

Some products are fulfilled and shipped directly by our international suppliers and fulfilment partners.

Approved returns may therefore need to be sent to our central return facility or another designated return facility in China.

The applicable return address may vary depending on:

  • the product;
  • the original supplier;
  • the fulfilment location;
  • the customer’s country;
  • the nature of the return; and
  • the reason for the return.

You must contact us before returning a product.

Do not return a product to the address shown on the original shipping label.

The address shown on the shipping label may belong to a shipping company, logistics provider or temporary dispatch facility and may not be authorised to accept returns.

Products returned without prior authorisation or sent to an incorrect address may:

  • be refused;
  • be lost;
  • be destroyed;
  • be returned to the sender; or
  • be impossible for us to identify or process.

Where a return is sent to an unauthorised address despite our instructions, we may be unable to provide a voluntary change-of-mind refund.

This does not limit any rights you may have under the Australian Consumer Law.

COST OF RETURNING PRODUCTS TO CHINA

All approved change-of-mind returns must be sent at the customer’s expense to the return address provided by us.

International return shipping to China can be expensive.

Depending on the parcel’s weight, dimensions, shipping provider, tracking method and the customer’s location, return shipping may cost approximately AUD $50 to AUD $100 or more.

This amount is an estimate only. Actual prices are determined by the shipping provider and may be higher or lower.

By submitting a change-of-mind return request, you acknowledge that:

  • the return address may be located outside Australia;
  • you are responsible for obtaining your own shipping quotation;
  • you are responsible for paying change-of-mind return shipping costs;
  • return shipping costs may be significant compared with the value of the product; and
  • we do not control the prices charged by third-party shipping providers.

Where your return relates to a product that fails to comply with an applicable consumer guarantee, return costs will be handled in accordance with the Australian Consumer Law and the section titled “Return shipping costs for faulty products”.

PACKAGING YOUR RETURN

You must package the returned product securely and appropriately.

Where reasonably possible:

  • use the original packaging;
  • include all product components and accessories;
  • protect the product against moisture and damage;
  • remove or cover previous shipping labels;
  • clearly display the return address provided by us;
  • include the order number or return reference inside the parcel; and
  • obtain a shipping receipt containing the tracking number.

We may not be responsible for damage caused by inadequate return packaging, except where liability cannot lawfully be excluded.

CUSTOMS DECLARATIONS

When returning a product internationally, follow the customs instructions provided by us.

Where appropriate, the parcel should be declared as:

Returned goods – no commercial value

You must provide accurate information to customs and the shipping provider.

We are not responsible for delays, charges, seizure or loss caused by:

  • false customs declarations;
  • incorrect customs documentation;
  • prohibited contents;
  • inadequate packaging; or
  • failure to follow the shipping provider’s requirements.

If customs charges or import taxes are imposed because the parcel was incorrectly declared, we may deduct those charges from a voluntary change-of-mind refund where permitted by law.

RETURN TRACKING

You must use a shipping method that provides online tracking.

After sending the parcel, email the following information to:

info@velmarique.com

Please provide:

  • your order number;
  • the return tracking number;
  • the shipping provider;
  • a copy or photograph of the shipping receipt; and
  • the date on which the parcel was sent.

A return will not be treated as received until tracking confirms delivery to the authorised return address or our return facility confirms receipt.

Providing a shipping receipt or tracking number does not, by itself, establish that the correct product was returned or that the return meets the requirements of this Policy.

INSPECTION AND PROCESSING OF RETURNS

After the returned product has been delivered to the authorised return address, it will be inspected.

We aim to inspect and process returns within 7 business days after receipt.

During inspection, we may verify:

  • that the correct product was returned;
  • the condition of the product;
  • whether the product has been used, worn, washed or altered;
  • whether all components, labels and accessories are present;
  • whether the reported fault is present;
  • whether the return complies with this Policy; and
  • whether the customer is entitled to a remedy under applicable law.

We will notify you by email when:

  • the return has been received;
  • the return has been approved or refused;
  • further information is required; or
  • the refund, replacement or exchange has been processed.

REFUNDS

Where a refund is approved, it will be issued to the original payment method unless:

  • we expressly agree to another payment method;
  • the original payment method is no longer available; or
  • applicable law requires another arrangement.

For an approved change-of-mind return, the refund will generally cover the purchase price paid for the returned product.

Original shipping charges, priority-processing charges, shipping insurance, customs duties and other delivery-related fees are not refundable for a change-of-mind return, unless required by law.

Where a full refund is required because a product fails to comply with the Australian Consumer Law, we will provide the refund required by law.

We aim to initiate an approved refund within 7 business days after:

  • receiving and inspecting the return; or
  • confirming that a physical return is not required.

After we initiate the refund, the time required for the funds to appear in your account depends on your:

  • bank;
  • card issuer;
  • payment provider; and
  • original payment method.

This additional payment-processing period is outside our direct control.

No administrative fee will be charged for processing a refund.

REFUNDS FOR DISCOUNTED ORDERS

If a discount applied to more than one product, the refund will be calculated by reference to the amount actually paid for the returned product after allocating the discount proportionately where necessary.

If returning a product causes the remaining order to no longer satisfy the conditions of a promotion, bundle or quantity discount, we may recalculate the voluntary change-of-mind refund to reflect the value of the products retained.

This does not apply where doing so would limit a remedy required under the Australian Consumer Law.

EXCHANGES

Where available, you may request an exchange for a different size or colour.

Exchanges are subject to product availability.

We cannot reserve replacement stock while waiting for the returned product to arrive.

Where the requested replacement is unavailable, we may offer:

  • another comparable product;
  • store credit, with your agreement; or
  • a refund in accordance with this Policy and applicable law.

For a voluntary size or colour exchange, you may be responsible for:

  • the cost of returning the original product; and
  • any reasonable cost of shipping the replacement product.

We will disclose any applicable exchange shipping charge before processing the exchange.

Where an exchange is required because we supplied an incorrect or faulty product, shipping costs will be handled in accordance with applicable law.

STORE CREDIT

We may offer store credit as an optional resolution.

You are not required to accept store credit where you are legally entitled to a monetary refund under the Australian Consumer Law.

Store credit:

  • is issued in Australian dollars unless otherwise stated;
  • may only be used through velmarique.com;
  • cannot normally be exchanged for cash;
  • may be subject to an expiry period only where permitted by law; and
  • may be subject to separate terms disclosed when it is issued.

ORDER CANCELLATIONS

Can I cancel my order?

You may request cancellation by emailing:

info@velmarique.com

Please contact us as soon as possible after placing the order.

Because our order-processing and fulfilment systems are highly automated, orders may be sent to a supplier or fulfilment partner shortly after they are placed.

Submitting a cancellation request does not guarantee that the order can be cancelled.

An order can only be cancelled before it has entered processing, fulfilment or dispatch.

If the order has already:

  • been confirmed with the supplier;
  • entered processing;
  • been packed;
  • been assigned a tracking number;
  • been transferred to a shipping provider; or
  • been dispatched,

we may be unable to cancel it.

Where cancellation is no longer possible, you may wait for delivery and then request a return in accordance with this Policy.

Australia does not generally provide an automatic cooling-off period for ordinary online retail purchases. Our cancellation and change-of-mind arrangements are therefore voluntary benefits, except where a right to cancel or obtain a remedy arises under the Australian Consumer Law or another applicable law.

HOW TO REQUEST CANCELLATION

To request cancellation, email:

info@velmarique.com

Include:

  • your order number;
  • your full name;
  • the email address used for the order;
  • the delivery address;
  • the product or products you want to cancel; and
  • the reason for the cancellation.

Use the following subject line:

Cancellation request – Order [your order number]

We will confirm whether the cancellation was successful.

Do not assume that an order has been cancelled unless you have received written confirmation from us.

EFFECT OF A SUCCESSFUL CANCELLATION

If we successfully cancel an order before fulfilment or dispatch, we will refund payments received for the cancelled products.

Where the entire order is successfully cancelled before dispatch, we will also refund any standard shipping amount paid for that order.

The refund will be issued to the original payment method unless otherwise agreed or required by law.

We aim to initiate the refund within 7 business days after confirming cancellation.

Your bank, card issuer or payment provider may require additional time to make the funds available.

SHIPPING AND DELIVERY DELAYS

Our products may be shipped from suppliers or fulfilment facilities located in China or other countries.

International shipping may be affected by circumstances beyond our reasonable control, including:

  • customs inspections;
  • customs clearance;
  • border restrictions;
  • carrier delays;
  • weather conditions;
  • natural disasters;
  • public holidays;
  • peak-season demand;
  • industrial action;
  • transport disruptions;
  • incorrect or incomplete address details; and
  • delays involving local delivery providers.

A shipping delay does not automatically mean that an order can be cancelled after dispatch.

If an order has already been dispatched, you should ordinarily wait for delivery and then contact us if you wish to request a return.

However, nothing in this section limits any rights you may have where:

  • we fail to deliver within an agreed period;
  • we fail to deliver within a reasonable period where no delivery period was agreed;
  • the product is lost;
  • the product is not delivered;
  • information about delivery was false or misleading; or
  • another consumer guarantee or legal obligation has not been met.

Please contact us if tracking shows no meaningful movement for an extended period or if you believe the parcel has been lost.

REFUSING DELIVERY

Do not refuse delivery or deliberately fail to collect a parcel as a substitute for following our return process.

Refused or uncollected parcels may:

  • be returned to an overseas fulfilment centre;
  • be destroyed by the shipping provider;
  • incur additional shipping or handling costs;
  • be delayed for an extended period; or
  • become untraceable.

For voluntary change-of-mind returns, reasonable costs caused by refusing or failing to collect delivery may be deducted from a refund where permitted by law.

This does not limit any rights relating to a faulty, incorrect, unsafe or otherwise non-compliant product.

PHOTOGRAPHS AND OTHER EVIDENCE

To assess a return, exchange, refund or product complaint, we may reasonably request:

  • clear photographs of the complete product;
  • photographs of the product labels;
  • photographs of the size label;
  • photographs of the packaging;
  • photographs showing the reported damage or defect;
  • a short video demonstrating a functional defect;
  • measurements of the product;
  • photographs of the shipping label; or
  • other reasonable evidence relevant to the request.

Any evidence requested must be reasonably necessary and proportionate to the issue being assessed.

We will not use photographs submitted for a return request for advertising, social media or another unrelated purpose without your permission.

Photographs and other personal information will be handled in accordance with our Privacy Policy.

Where the issue concerns fit or sizing, we may first ask for:

  • the product’s measurements;
  • photographs of the product laid flat;
  • the size ordered;
  • the size received; and
  • a description of the fit issue.

Providing a photograph of yourself wearing the product is voluntary unless such a request is lawful, reasonable and necessary in the particular circumstances.

Refusing to provide a photograph of yourself wearing the product will not affect any mandatory rights you have under the Australian Consumer Law.

PROOF OF PURCHASE

We may request proof of purchase before processing a return, refund, replacement or exchange.

Acceptable proof may include:

  • an order confirmation;
  • an order number;
  • a payment confirmation;
  • a bank or card statement showing the transaction;
  • an email receipt; or
  • another document reasonably demonstrating that the product was purchased from Velmarique.

UNAUTHORISED RETURNS

Products returned without prior contact or authorisation may not be accepted or processed.

This is because we need to provide the correct return address and identify the return.

If you have already sent a product without contacting us, email info@velmarique.com immediately and provide:

  • the order number;
  • the address to which it was sent;
  • the tracking number;
  • the shipping provider;
  • the date sent; and
  • a copy of the shipping receipt.

We will make reasonable efforts to locate the parcel, but we cannot guarantee that a product sent to an unauthorised or incorrect address can be recovered.

Nothing in this section is intended to remove any remedy that cannot lawfully be excluded.

CHARGEBACKS AND PAYMENT DISPUTES

We encourage you to contact us before initiating a payment dispute or chargeback so that we have a reasonable opportunity to resolve the matter.

Submitting a chargeback does not prevent us from providing relevant order, shipping, tracking, customer-service and return information to the payment provider.

This section does not restrict your right to contact your bank, card issuer, payment provider, regulator or consumer-protection authority.

AUSTRALIAN CONSUMER LAW

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

The Australian Consumer Law may provide rights where products:

  • are not of acceptable quality;
  • are not fit for a disclosed purpose;
  • do not match their description;
  • do not match a sample or demonstration model;
  • are unsafe;
  • have defects;
  • do not have the promised features;
  • are not supplied within a reasonable time; or
  • otherwise fail to comply with an applicable consumer guarantee.

These rights apply in addition to any voluntary return, exchange or warranty arrangements offered by Velmarique.

Any statement in this Policy concerning:

  • time limits;
  • return conditions;
  • original packaging;
  • return shipping costs;
  • sale items;
  • hygiene products;
  • excluded products;
  • proof of purchase; or
  • return authorisation

applies only to the extent permitted by law and does not remove or restrict any non-excludable consumer right.

CONTACT INFORMATION

For returns, cancellations, exchanges, refunds or product complaints, contact:

Business name: Velmarique
Legal entity: MMD Projects LIMITED
Website: velmarique.com
Email: info@velmarique.com

When contacting us, always include your order number and the email address used to place the order.