FREQUENTLY ASKED QUESTIONS
Q: WHAT PRODUCTS DO YOU SELL?
A: We sell individually listed tools and accessories, including hand tools, power tools, tool kits, storage items and measuring equipment. Please check each listing for the precise item and quantity included.
Q: ARE THE TOOLS NEW?
A: Product condition is stated on the listing. Do not assume an item is new if another condition is expressly stated. Any material wear, missing components or other limitations must be accurately disclosed before purchase.
Q: DOES A POWER TOOL INCLUDE A BATTERY OR CHARGER?
A: Only where the listing expressly says it does. A product described as "tool only" or "bare tool" does not include a battery or charger unless stated otherwise. Check model and battery-platform compatibility before ordering.
Q: ARE THE POWER TOOLS SUITABLE FOR AUSTRALIAN USE?
A: Applicable electrical specifications and safety information are shown in each product description. We check relevant Australian product safety and electrical requirements before listing products for sale. An overseas travel adaptor does not, by itself, establish compliance.
Q: WHAT CURRENCY WILL I PAY IN?
A: The checkout clearly identifies the final currency and total price before you pay. [INSERT VERIFIED STORE CHECKOUT CURRENCY: AUD OR USD.] If your bank converts currencies, it may apply its own exchange rate or fee; we do not control those bank charges.
Q: HOW MUCH IS DELIVERY AND HOW LONG WILL IT TAKE?
A: Delivery prices and available methods are presented at checkout. Our verified processing time is [X–Y] business days and our estimated delivery period for your destination is [X–Y] business days after dispatch, subject to the limitations disclosed in our Shipping Policy. These are not substitutes for rights you may have when goods are not delivered within an agreed or reasonable time.
Q: CAN I CHANGE OR CANCEL AN ORDER?
A: Contact us as soon as possible. We can usually assist before dispatch, but changes may not be possible once a parcel is handed to the carrier. Your statutory rights remain unaffected.
Q: WHAT IF I CHANGE MY MIND?
A: [CHOOSE YOUR POLICY BEFORE PUBLICATION: (A) We offer voluntary returns on eligible unused items within 30 days after receipt; or (B) We do not generally offer change-of-mind returns. ] This does not affect your rights for faulty or misdescribed goods under the Australian Consumer Law.
Q: WHAT IF AN ITEM IS FAULTY, UNSAFE, DAMAGED OR DIFFERENT FROM ITS DESCRIPTION?
A: Contact service@velmorastore.space with your order number and an explanation. Images may help us assess the problem, but are not an absolute prerequisite to every statutory remedy. Depending on the circumstances, rights may include a repair, replacement, refund or other remedy required by Australian law.
Q: DO I HAVE TO CONTACT THE MANUFACTURER?
A: No. Please contact us, the seller, in the first instance. Any manufacturer's warranty is additional to, and does not replace, your applicable consumer guarantees.
Q: WHAT IF MY PACKAGE HAS NOT ARRIVED?
A: Contact us with your order number. We will check shipment and carrier information and work with you to resolve non-delivery. We do not automatically shift all shipping risk to the customer merely because a tracking number has been issued.