Refund policy

Effective Date: 18-08-2026

Last Updated: 18-08-2026

This Refund & Return Policy outlines the conditions for returns, refunds, cancellations, and exchanges for purchases made from Vellbourne, serving customers in Australia.

Nothing in this policy affects your statutory rights under the Australian Consumer Law (ACL) or other applicable consumer protection laws.

1. 30-Day Return Period

Customers may return items within 30 days from the date of delivery.

Returns are accepted if:

  • The item does not meet expectations

  • The fit is not suitable

  • You changed your mind

To be eligible for a return:

  • The item must be unused and in its original condition

  • All original packaging, tags, and accessories must be included

  • Proof of purchase, such as an order number or receipt, must be provided

We reserve the right to refuse change-of-mind returns that do not meet these conditions.

2. How to Start a Return

To request a return, please contact us at:

Email: support@vellbourne.com

Please include:

  • Your order number

  • The reason for the return

Our support team will provide detailed return instructions.

Approved returns must be sent to our return facility in China. Our registered business address in the Netherlands is not a return address and should not be used for product returns.

Current Return Facility:

Mr. Wu
Shenzhen KuaiKua Technology Co Ltd
Room B104 Kaicheng High Tech Park
No. 11 Jiali Road, Dalang Street
Longhua District
Shenzhen, Guangdong Province 518109
China
Tel: +86 13005665307

Please do not send items back without prior approval from our support team. Returns sent without approval or to the wrong address may not be accepted.

3. Return Shipping Costs

  • Return shipping costs are the responsibility of the customer for normal returns, including change of mind, fit, or preference-based returns.
  • As our approved return facility is located in China, return shipping costs may vary depending on the courier selected by the customer.
  • If an item arrives damaged, defective, or incorrect, we will cover reasonable return shipping costs or provide another suitable solution.

We may request photographic evidence in cases of damaged, defective, or incorrect items.

4. No Restocking Fees

We do not charge restocking, administrative, or handling fees.

There are no hidden charges deducted from your refund.

5. Refund Processing

Once returned items are received and inspected:

  • Approved refunds are processed within 10 business days

  • Refunds are issued to the original payment method used at checkout

Please note:

  • Banks or payment providers may require additional time to complete the transaction

  • Original shipping costs (if applicable) are non-refundable unless the return is due to our error

You will receive confirmation once your refund has been processed.

6. Order Cancellations

Orders may be cancelled within 2 hours of placing the order by contacting: support@vellbourne.com

After this period, orders may already be in processing and cannot be cancelled.

If cancellation is no longer possible, you may return the item after delivery in accordance with this policy.

7. Exchanges

If you would prefer an exchange instead of a refund, please mention this when contacting us.

  • Exchanges are subject to stock availability

  • If the requested replacement item is unavailable, a refund may be issued instead

8. Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return if opened or used, unless faulty.

If applicable, this will be clearly indicated at the time of purchase.

9. Contact Information

For any questions regarding returns, refunds, or cancellations, please contact us:

Company Name: Vellbourne
Registered Address: Van Lennephof 28, Oss, Noord-Brabant 5343 JE, Netherlands

Please note that this is our registered business address and not the product return address. Approved returns are handled through our return facility in China.

Market Country: Australia
Email: support@vellbourne.com
Phone: +61 480 009 431
Website: Vellbourne.com

VAT Number: NL003480517B18
Chamber of Commerce Registration Number: 80732801