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Velvanza

Customer Satisfaction & Policy Overview

At Velvanza, we are committed to ensuring your complete satisfaction with every purchase. This comprehensive policy outlines our procedures for returns, exchanges, and how we manage your personal information, ensuring transparency and adherence to consumer protection laws within Australia. Our aim is to provide a seamless and trustworthy shopping experience, backed by clear guidelines that protect your rights as a consumer. This policy was last updated on 2025-07-27.

Return & Exchange Policy

We understand that sometimes a product may not be exactly what you expected. Our Return and Exchange Policy is designed to be fair, transparent, and compliant with the Australian Consumer Law (ACL). Please read the following conditions carefully.

General Principles & Australian Consumer Law

This policy operates in conjunction with, and does not limit, your rights under the Australian Consumer Law. Under the ACL, consumers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

  • Acceptable Quality: Goods must be safe, durable, free from defects, acceptable in appearance and finish, and fit for all the purposes for which goods of that kind are commonly supplied.
  • Fit for Purpose: Goods must be fit for any disclosed purpose that you made known to us.
  • Match Description: Goods must match any description, sample, or demonstration model.

Eligibility Criteria for Returns

To be eligible for a return or exchange, certain conditions must be met. These conditions vary depending on whether the return is due to a change of mind or a product fault.

  • Proof of Purchase: All returns or exchanges must be accompanied by a valid proof of purchase, such as an original receipt, tax invoice, or bank statement clearly showing the transaction.
  • Timeframe for Returns:
    • For change of mind returns, you must initiate the return process within 30 days from the date of delivery.
    • For faulty or defective items, you should notify us as soon as you become aware of the fault. Your rights under the ACL for faulty goods are not limited by this 30-day period.
  • Condition of Goods (Change of Mind): For change of mind returns, the item must be:
    • Unused, unopened, and in its original packaging.
    • In a resalable condition, including all original tags, labels, and accessories.
    • Not damaged or altered in any way.
  • Condition of Goods (Faulty/Defective): Faulty goods do not need to be in their original packaging, but we may request that you return all components to us for assessment.

Initiating the Return Process

To initiate a return or exchange, please follow these steps:

  1. Contact Customer Support: Send an email to our customer support team at [Customer Support Email] or call us at [Customer Support Phone Number]. Please provide your order number, the item(s) you wish to return, and the reason for the return (e.g., change of mind, faulty item, incorrect item received).
  2. Return Authorisation: Our team will review your request and, if eligible, provide you with a Return Authorisation (RA) number and detailed instructions on how to send your item back. Please do not send items back without an RA number, as this may delay or prevent your refund/exchange.
  3. Packaging and Shipping: Securely package the item(s) to prevent damage during transit. Clearly mark the RA number on the outside of the package. Ship the item(s) to the address provided by our customer support team. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.
  4. Inspection and Processing: Once we receive the returned item(s), our team will inspect them to ensure they meet the eligibility criteria. This inspection process typically takes 5-7 business days from the date of receipt.

Refunds

Upon successful inspection of the returned item(s), we will process your refund according to the following guidelines:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. This ensures compliance with financial regulations and security protocols.
  • Refund Timing: Once approved, refunds are typically processed within 7-10 business days. The actual time for the funds to appear in your account may vary depending on your bank or payment provider.
  • Partial Refunds: In some cases, partial refunds may be granted (e.g., if items are not in their original condition or missing parts not due to our error). Any such decision will be communicated to you clearly.
  • Shipping Costs for Refunds:
    • For faulty or incorrectly supplied items, we will refund the original shipping costs and cover the return shipping costs.
    • For change of mind returns, original shipping costs are non-refundable, and you will be responsible for the return shipping costs.

Exchanges

If you wish to exchange an item for a different size, colour, or a completely different product, please follow the return process outlined above.

  • Exchange Process: Once your returned item is received and approved, we will process a refund for the original item. You can then place a new order for the desired item on our website. This ensures that the new item is in stock and accurately processed.
  • Exchange for Faulty Items: If you receive a faulty item and prefer an exchange, we will arrange for a replacement to be sent to you at no additional cost, subject to stock availability and assessment of the fault.

Categories of Non-Returnable Items

For hygiene, safety, or other specific reasons, certain items are generally excluded from our change of mind return policy. However, your statutory rights under the Australian Consumer Law for faulty goods always apply.

  • Perishable Goods: Items such as food, flowers, and certain fresh produce cannot be returned due to their perishable nature.
  • Personalised or Customised Items: Products that have been specifically made or customised for you cannot be returned unless they are faulty or do not match the description.
  • Intimate or Hygienic Goods: For health and hygiene reasons, items like underwear, swimwear, earrings, and certain beauty or personal care products cannot be returned if their sealed packaging has been opened or if they have been used.
  • Gift Cards and Vouchers: Gift cards, e-vouchers, and similar monetary instruments are non-refundable and cannot be exchanged for cash.
  • Digital Products: Downloadable software, e-books, and other digital content are non-returnable once they have been accessed or downloaded.
  • Sale or Clearance Items: Items marked as "final sale," "clearance," or similar may not be eligible for change of mind returns. This will be clearly indicated at the time of purchase. However, these items are still covered by Australian Consumer Law if they are faulty.

Dispute Resolution

We are committed to resolving any issues fairly and efficiently. If you have a dispute regarding a return or any aspect of our service, please contact our customer support team in the first instance. We will endeavour to resolve your concerns in accordance with our policy and your rights under Australian Consumer Law. If a resolution cannot be reached, you may have recourse through consumer protection bodies in Australia.

Privacy Policy

At Velvanza, we are committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and manage your personal information in accordance with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cth). By using our website and services, you consent to the practices described in this policy.

Collection of Personal Information

We collect personal information that is reasonably necessary for us to provide our services and products to you, manage our customer relationships, and fulfil our legal obligations. The types of personal information we may collect include:

  • Identity Information: Name, date of birth, gender.
  • Contact Information: Residential address, shipping address, email address, phone number.
  • Payment Information: Credit card details (processed securely by third-party payment gateways and not stored by us), billing address.
  • Transaction Information: Details about products purchased, order history, returns, and refunds.
  • Website Usage Data: IP address, browser type, operating system, pages viewed, referring URL, time spent on our site, and other analytical data collected via cookies and similar technologies (excluding cookie identifiers for direct user identification).
  • Communication Data: Records of your interactions with us, such as customer service inquiries, feedback, and survey responses.

We collect personal information directly from you when you:

  • Create an account on our website.
  • Place an order for products or services.
  • Subscribe to our newsletter or marketing communications.
  • Contact our customer service team.
  • Participate in surveys, promotions, or contests.
  • Provide feedback or reviews.

We may also collect information from third parties where you have consented or where it is otherwise lawful to do so, such as from public sources or identity verification services.

Purpose of Collection and Use

We collect, hold, use, and disclose your personal information for the following primary purposes:

  • To process and fulfil your orders, including shipping and delivery.
  • To manage your account and provide customer support.
  • To communicate with you about your orders, products, services, and promotions.
  • To improve our products, services, and website based on your feedback and usage patterns.
  • To personalise your shopping experience and recommend products that may be of interest to you.
  • To conduct market research and analysis.
  • To comply with our legal obligations, resolve disputes, and enforce our agreements.
  • For fraud prevention and security purposes.

Disclosure of Personal Information

We may disclose your personal information to third parties in the following circumstances:

  • Service Providers: To third-party service providers who assist us in operating our business, such as payment processors, shipping companies, IT service providers, marketing agencies, and customer support providers. These third parties are contractually obligated to protect your information and use it only for the purposes for which it was provided.
  • Legal Requirements: Where required by law, such as in response to a court order, subpoena, or other legal process.
  • Business Transfers: In connection with a merger, acquisition, or sale of all or a portion of our assets, your personal information may be transferred as part of the transaction.
  • With Your Consent: To any other third party with your explicit consent.

We take reasonable steps to ensure that third-party service providers are aware of and comply with their obligations under the Australian Privacy Principles.

Data Quality and Security

We take reasonable steps to ensure that the personal information we collect, use, and disclose is accurate, complete, and up-to-date. We also implement robust security measures to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. These measures include:

  • Secure servers and data encryption (SSL/TLS) for data transmission.
  • Access controls and authentication procedures for our systems.
  • Regular security audits and vulnerability assessments.
  • Employee training on data privacy and security.

While we strive to protect your personal information, no method of transmission over the internet or electronic storage is 100% secure. Therefore, we cannot guarantee absolute security.

Access to and Correction of Personal Information

You have the right to request access to the personal information we hold about you and to request that it be corrected if it is inaccurate, incomplete, or outdated.

  • Access Request: To request access to your personal information, please contact our Privacy Officer using the details provided below. We may require you to verify your identity before providing access. We will respond to your request within a reasonable timeframe and, in most cases, provide access free of charge. However, a fee may apply if the request is complex or requires extensive resources.
  • Correction Request: If you believe that any personal information we hold about you is inaccurate, incomplete, or out-of-date, please contact us. We will take reasonable steps to correct the information.

Anonymity and Pseudonymity

Wherever it is lawful and practicable, you have the option of not identifying yourself, or of using a pseudonym, when dealing with us. However, in many cases, if you do not provide us with the requested personal information, we may not be able to provide you with the full range of our products and services (e.g., we cannot ship an order without a delivery address).

Direct Marketing

We may use your personal information to send you direct marketing communications about our products, services, and promotions that we believe may be of interest to you. This may be via email, SMS, or other electronic means.

You can opt-out of receiving direct marketing communications from us at any time by:

  • Clicking the "unsubscribe" link in any marketing email you receive from us.
  • Contacting our customer support team directly.

Please note that even if you opt-out of marketing communications, we may still send you non-promotional messages related to your orders or account.

Cross-Border Disclosure of Personal Information

In some instances, your personal information may be disclosed to recipients located outside of Australia, such as to third-party service providers (e.g., cloud hosting services, customer relationship management platforms) who operate globally. While it is not practicable to list all countries in which these recipients may be located, we take reasonable steps to ensure that any overseas recipient of your personal information handles it in accordance with the Australian Privacy Principles. This may involve entering into contractual agreements with these third parties to ensure appropriate data protection standards are maintained.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically to stay informed about how we are protecting your information.

Contacting Us Regarding Privacy

If you have any questions, concerns, or complaints about this Privacy Policy or our handling of your personal information, please contact our Privacy Officer:

Email: [Privacy Officer Email Address]
Phone: [Privacy Officer Phone Number]
Mail: [Physical Address for Privacy Officer]

We will investigate your complaint and endeavour to provide you with a response within a reasonable timeframe. If you are not satisfied with our response, you may have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).