Refund Policy

This page explains when we issue refunds, how much you get back, and how long it takes. For how to physically send an item back, see our Return Policy.

1. When you are entitled to a refund

You returned an eligible item within 30 days under our Return Policy.
Your item arrived faulty, damaged or not as described.
We sent you the wrong item.
You cancelled your order before it was dispatched.
Your parcel was confirmed lost in transit and you chose a refund over a replacement.
We were unable to ship your order within the timeframe stated in our Shipping Policy and you chose to cancel.
We cancelled your order ourselves, for any reason.

2. How much you get back

Full refund — including any shipping you paid — when the fault is ours: a defective, damaged, incorrect, misdescribed or undelivered item, or an order we cancelled.

Refund of the item price when you simply changed your mind. Return shipping is at your cost and any original shipping charge is not refunded.

Partial refund where an item comes back with obvious signs of use, missing accessories or missing packaging, or damaged through no fault of ours. We will always tell you the amount and why before we process it.

3. How long it takes

Your return arrives with us and is inspected — usually within 2 business days of delivery.
We email you the outcome and process the approved refund.
The refund reaches your original payment method within 5–10 business days.
Your bank or card issuer may take a few additional business days to display it on your statement.

If more than 15 business days have passed since we confirmed your refund and you still don't see it, contact us and we will trace it.

4. How refunds are issued

Refunds always go back to the original payment method used at checkout. We cannot refund to a different card, a different account, or by bank transfer. If your original card has expired or been cancelled, contact your bank — in most cases they will forward the refund to your replacement card automatically.

We do not issue refunds in cash and do not offer store credit in place of a refund unless you specifically ask for it.

5. Refunds on cancelled orders

Orders cancelled before dispatch are refunded in full, with no deduction, typically within 1–2 business days of your request. Nothing is sent to you and nothing is charged.

6. Late or missing refunds

If your refund is delayed, check first with your bank or card issuer, as posting times vary between institutions. If they have no record of it after 15 business days from our confirmation, email us with your order number and we will send you the transaction reference.

7. Before you file a chargeback

If something has gone wrong, please contact us first. We resolve almost every issue within two business days, and a direct refund reaches you considerably faster than a bank dispute, which can take up to 90 days to resolve.

8. Your legal rights

Nothing in this policy limits, excludes or modifies any right or remedy available to you under mandatory consumer protection law — including implied warranties under US federal and state law, the 14-day right of withdrawal in the EU and UK, the consumer guarantees under the Australian Consumer Law, or the equivalent law of your country of residence.

9. Contact

Nova Velora
2/100 George Street, Parramatta NSW 2150, Australia
Email: verchpouncey@gmail.com