Refund policy

We're here to help — whether you've changed your mind or the service didn't quite meet your expectations. Below you'll find everything you need to know about our returns and refunds process.

 

Changed Your Mind? (30-Day Unused Returns)

If you've changed your mind about a product you've purchased from us, we can help — as long as the product is unused, undamaged, in its original packaging, and your request is made within 30 days of purchase.

 

Please do not send your return without contacting us first.

 

To request a return, email us at velahairteam@gmail.com with your:

•       Order number

•       Product name(s)

•       Reason for return

 

Our team will confirm whether your item is eligible and provide next steps.

 

Once approved, return the product to:

 

Vela Co Pty Ltd

118 Preston Point Road, East Fremantle WA 6158

 

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

 

•       Return shipping costs are the responsibility of the customer

•       We recommend using a tracked service to ensure safe delivery

 

Once we have received and inspected your item, we will issue a refund to your original payment method (excluding any shipping costs).

 

 

Faulty or Damaged Items

We will happily replace any item that arrives faulty or damaged. Please contact us before sending any items back.

 

To request a replacement, 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 and confirm the next steps. Once approved, please return the product to the address above.

 

Refund Process

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

 

If approved:

•       A refund will be issued to your original payment method

•       Funds may take up to 10 business days to appear in your account

 

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

 

Shipping Costs

•       Customers are responsible for return postage on change-of-mind returns

•       Return shipping is non-refundable

•       We recommend a tracked shipping service to ensure safe delivery

 

Items Purchased Elsewhere

We can only accept returns for products purchased directly through our salon or official online channels. If you purchased Vela Co products from another retailer, please contact them directly to arrange a return or refund.

 

Need Help?

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