Returns & Refunds Policy

We stand behind the quality of our products. Below you'll find everything you need to know about faulty or damaged item claims.

No Change-of-Mind Returns

We do not offer refunds, exchanges, or returns for change of mind. Please choose carefully when purchasing, and reach out to our team beforehand if you have any questions about a product before you buy — we're happy to help you pick the right one.

This does not affect your rights under the Australian Consumer Law.

Faulty or Damaged Items

We will happily replace or refund any item that arrives faulty, damaged, or not as described, in line with your rights under the Australian Consumer Law.

Please contact us before sending any items back.

To request a replacement or refund, email us at velahairteam@gmail.com with:

• Your full name
• Order number
• Clear photos or videos of the item and the issue
• A brief description of the problem

Our team will review your request, confirm the next steps and provide a return address.

Important: Please include your full name and order number clearly on or inside the parcel.

Refund Process

Once we receive and assess your claim, we will notify you by email.

If approved:

• A refund or replacement will be issued in line with your Australian Consumer Law rights
• Refunds will be issued to your original payment method
• Funds may take up to 10 business days to appear in your account
• We will also cover reasonable return shipping costs for approved faulty item claims, as required under the Australian Consumer Law

Late or Missing Refunds?

If your refund hasn't appeared after 10 business days:

1. Re-check your bank or credit card account
2. Contact your payment provider regarding any delays
3. Still nothing? Email us at velahairteam@gmail.com

Products Purchased Through a Salon or Stockist

Vela Co products are also sold wholesale through salons and other stockists. If you purchased your product from a salon or stockist rather than directly through our website, that salon or stockist is your point of contact for any faulty item claims, as they are the seller responsible for your purchase.

If your salon or stockist is unable to assist you, please contact us at velahairteam@gmail.com and we will help resolve the issue.

Items Purchased Through Our Website

We can only accept the faulty item claims process outlined above for products purchased directly through our official online store.

Need Help?

Still unsure about your return? Reach out to us at velahairteam@gmail.com — we're happy to help.