Refund policy

Return & Refund Policy

Our Commitment

At Velora Haus, we take pride in providing premium artificial greenery and carefully inspect every product before it leaves our warehouse.

If you experience an issue with your order, we’re here to help.

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Change of Mind

We accept change-of-mind returns within 14 days of delivery, provided that:

• The item is unused and in its original condition.
• The item is returned in its original packaging.
• All components and accessories are included.
• The item is returned in a resaleable condition.

Returned items must be securely repackaged in their original packaging to prevent damage during transit. Any damage caused during return shipping due to insufficient packaging may affect the refund amount.

Customers are responsible for all return shipping costs for change-of-mind returns.

Original shipping charges are non-refundable.

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Damaged or Incorrect Items

If your order arrives damaged, faulty or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

* Your order number.
* Photos of the product.
* Photos of the packaging.
* A brief description of the issue.

Once reviewed, we’ll work with you to provide a replacement, repair or refund where appropriate.

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Refunds

Once your returned item has been received and inspected, we’ll notify you of the outcome.

If approved, refunds will be processed back to your original payment method.

Please allow 5–10 business days for your financial institution to process the refund.

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Non-Returnable Items

For hygiene and product integrity reasons, we cannot accept returns for:

* Products that have been assembled, used or altered.
* Items not returned in their original packaging.
* Clearance or final sale items (if applicable).

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Order Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has been shipped, it cannot be cancelled and our standard return policy will apply.

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Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Customers are entitled to a replacement, repair or refund where required under Australian Consumer Law.

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Contact Us

If you have any questions regarding returns or refunds, please contact us through our Contact page or by email.

Our team will be happy to assist.