Refund policy

Effective Date: 18-08-2026
Last Updated: 09-09-2026

This page explains how returns, refunds, cancellations and exchanges work at Vellbourne for customers in Australia. Nothing here takes away your rights under the Australian Consumer Law. If an item is faulty, not as described, or does not do what it should, those rights apply whatever this policy says.

Returns within 30 days

You have 30 days from the day your order is delivered to ask for a return, and that includes changing your mind: the item did not suit you, the fit was wrong, or you simply decided against it. To be accepted, the item needs to come back unworn and unwashed, in the condition it arrived, with tags, packaging and any accessories included, and you need proof of purchase such as an order number or receipt. Change of mind returns that do not meet those conditions can be refused.

Starting a return

Email support@vellbourne.com with your order number and the reason for the return. Our team replies with the instructions and the address to use. Approved returns go to our return facility in China. Our registered address in the Netherlands is an office address, not a returns address, so please never send goods there. You receive the exact return address together with your approval. Items sent back without approval, or to the wrong address, may not be accepted.

Who pays for return postage

For normal returns, including change of mind, fit and preference, the customer pays the return postage. Because the facility is in China, the cost depends on the carrier and service you pick, so it is worth comparing before you send. If the item reached you damaged, faulty or simply wrong, we cover reasonable return postage or agree another solution with you, and we may ask for photos so we can sort it out quickly.

No extra fees

We do not charge restocking, administration or handling fees, and nothing is quietly deducted from your refund.

How refunds are paid

Once your return arrives and has been checked, approved refunds are issued within 10 business days to the payment method used at checkout. Your bank or card provider may need a little longer to show the money in your account. Original delivery charges, where any were paid, are not refunded unless the return is our mistake. We email you once the refund has gone through.

Cancelling an order

You can cancel any time before the order is dispatched. Email support@vellbourne.com as soon as you can, keeping in mind that orders are usually processed within 1 to 2 business days. Once the parcel has left our fulfilment partner it can no longer be cancelled, but you can still return it after delivery under this policy.

Exchanges

Tell us when you contact us if you would rather exchange than refund. Exchanges depend on stock at the time. If the size or colour you want is unavailable, we refund you instead.

Items we cannot take back

For hygiene and safety reasons some items cannot be returned once opened or used, unless they are faulty. Where that applies it is stated clearly on the product page before you buy.

Contact

Company name: Vellbourne
Registered address: Van Lennephof 28, Oss, Noord-Brabant 5343 JE, Netherlands. This is an office address, not a return address; approved returns are handled through our 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