Last Updated: 28 October 2026
At Vellorica Living, we want you to shop with confidence. We take pride in offering quality furniture, home décor and living essentials sourced through trusted Australian suppliers.
We understand that sometimes things don't go as planned. Our Refund & Returns Policy explains how we handle returns, refunds, damaged goods and warranty claims.
1. Change-of-Mind Returns
We understand that you may occasionally change your mind about a purchase.
For eligible products, change-of-mind return requests may be accepted within 30 days of delivery, subject to approval and the relevant supplier's return conditions.
To be eligible:
- The item must be unused, unassembled and in its original condition.
- The product must be returned in its original packaging with all accessories and components.
- Proof of purchase must be provided.
- The return must be approved before the product is sent back.
Change-of-mind returns are not guaranteed for all products, particularly bulky furniture, clearance items and special-order products.
Where a change-of-mind return is accepted, return shipping costs are generally the customer's responsibility.
Original delivery charges may be non-refundable for change-of-mind returns.
2. Damaged or Faulty Products
If your order arrives damaged, defective or not as described, please contact us as soon as possible.
We recommend reporting visible damage within 7 days of delivery so we can investigate promptly with our supplier and freight partners.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging, where available
Our team will review your claim and arrange an appropriate solution, which may include replacement parts, a replacement product, repair or refund.
The recommended 7-day reporting period does not limit your rights under Australian Consumer Law.
3. Australian Consumer Law
All purchases from Vellorica Living come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major failure, you may be entitled to choose a refund or replacement.
For a minor failure, we may offer a repair within a reasonable time. If the issue cannot be resolved within a reasonable time, further remedies may apply.
Where a product fails to meet applicable consumer guarantees, we will provide the remedies required by law, regardless of any supplier-specific return conditions.
4. Non-Returnable Items for Change of Mind
The following products may not be eligible for voluntary change-of-mind returns:
- Assembled or used furniture
- Mattresses and bedding that have been opened or used
- Custom-made or special-order items
- Clearance or final-sale products
- Products without original packaging
- Items damaged through misuse or improper assembly
These exclusions apply only to change-of-mind returns and do not affect your statutory consumer rights.
5. Return Shipping Costs
For approved change-of-mind returns, customers are generally responsible for return freight charges.
For bulky products such as sofas, dining tables, bed frames and cabinets, return shipping can be expensive due to the size and weight of the item.
If a product is faulty, damaged or otherwise fails to meet Australian Consumer Law guarantees, Vellorica Living will meet its obligations regarding reasonable return or collection costs.
Please do not return products without first contacting our support team, as our suppliers operate from different Australian warehouses.
6. Refund Processing
Once an approved return has been received and assessed, we will notify you of the outcome.
Where a refund is approved, it will generally be processed to your original payment method within 5–10 business days.
Your bank or payment provider may require additional time to display the funds.
Refunds required under Australian Consumer Law will be provided in accordance with your legal entitlements.
7. Exchanges and Replacements
If you receive an incorrect, damaged or defective product, please contact our customer service team.
Depending on the circumstances, we may arrange:
- Replacement parts
- A replacement product
- A repair
- A refund where applicable