RETURNS & REFUNDS POLICY
1. YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL) where that law applies. Products must meet applicable requirements, including acceptable quality, matching their description, and fitness for purposes represented or disclosed to us. Depending on the problem, you may be entitled to a repair, replacement, refund and/or compensation for reasonably foreseeable loss or damage. A manufacturer's warranty or any voluntary return window does not reduce these rights.
2. FAULTY, UNSAFE, DAMAGED OR INCORRECT GOODS
Please email service@velmorastore.space with your order number, a description of the issue and, if conveniently available, photos or video. We may ask reasonable questions to assess the concern. We will not reject a valid ACL claim solely because the product has been used, its packaging was discarded or a voluntary return period expired. If a major failure occurs, the consumer generally has a right to choose between a refund and replacement where the ACL provides that choice. For a minor failure, the business is generally entitled to offer a repair within a reasonable time, subject to applicable law.
3. RETURN SHIPPING WHEN THERE IS A PRODUCT PROBLEM
Where the ACL applies, for goods that can readily be posted or returned, customers may need to arrange the initial return; we reimburse reasonable return costs when the item is confirmed to have a problem for which the business is responsible. If faulty goods are large, heavy or difficult to remove, we will arrange collection or pay the reasonable costs of returning them as required by law. Please contact us before returning a potentially unsafe or damaged lithium battery or electrical item so that suitable safe-transport instructions can be provided.
4. CHANGE OF MIND — OPTIONAL STORE POLICY
OPTION A — 30-DAY VOLUNTARY RETURNS: In addition to mandatory consumer rights, we accept change-of-mind returns of eligible individually sold tools and accessories requested within 30 calendar days after delivery, provided the goods are unused, complete and in resaleable condition with their accessories and, where reasonably available, original packaging. Before sending a voluntary return, contact us for a return address and instructions. For this optional service, customers pay return postage unless we state otherwise. We will refund the item price after receiving and inspecting the eligible returned goods; original delivery charges are not refunded for a pure change of mind unless we expressly agree or the law requires it. Refunds will be made using the original payment method where practicable. We will not impose an undisclosed restocking charge. Specific exclusions to this voluntary offer, if any, must be clearly identified before purchase and do not affect statutory rights.
5. CANCELLATIONS AND ORDER CHANGES
Contact us promptly at service@velmorastore.space if you need a change or cancellation. We will generally assist if the order has not been dispatched, but cannot guarantee changes after dispatch. We do not apply the former blanket 30% cancellation fee. Any cancellation rights arising because of a failure to deliver or other legal issue are preserved.
6. HOW REFUNDS ARE PAID
Approved refunds are ordinarily returned to the original payment method. The time for an approved refund to appear in the account depends on payment processing and the customer's bank. We will handle refunds within a reasonable time and inform you if further information is required. Any statutory remedy applies regardless of whether the customer purchased a separate extended warranty.
7. RETURN ADDRESS
Do not ship goods to the business correspondence address unless we have confirmed it is a valid returns destination. Returns destination: [REAL RETURNS ADDRESS OR 'PROVIDED BY CUSTOMER SUPPORT AFTER REQUEST' ONLY IF A WORKABLE PROCESS EXISTS]. Our contact address and real identity must remain publicly available.
8. ASSISTANCE
Email: service@velmorastore.space
Store: BoltHarbour Tools