Refund policy
Velven products are custom cut to size for each order. For that reason, we do not accept returns, exchanges, or refunds for change of mind once an order has been fulfilled or cut.
This includes situations where:
- you change your mind
- you choose the wrong finish
- you order the wrong quantity or length
- you no longer need the product
- the product looks different from what you expected on your screen or in your room
- the product is unsuitable for your chosen surface
- the product has been opened, cut, handled, installed, marked, damaged, or used
We strongly recommend ordering samples before ordering rolls or larger quantities. Colours, textures, and finishes can look different depending on your screen, lighting, existing furniture, and the surface underneath. Samples help you check the finish in your own space before committing to a custom cut order.
Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law.
If an item is faulty, damaged, not as described, or you receive the wrong item, please contact us at contact@velven.com.au as soon as possible with:
- your order number
- clear photos of the item
- clear photos of the packaging, if the item arrived damaged
- a short description of the issue
Where required under Australian Consumer Law, we will provide the appropriate remedy, which may include a replacement, repair, refund, or another remedy depending on the issue.
Custom Cut Products
Because Velven products are cut to size for your order, they cannot be returned or resold if you later change your mind, choose the wrong finish, measure incorrectly, or decide the product is not suitable for your project.
Please measure carefully before ordering. If you are unsure, order samples first and use our measurement guidance before purchasing rolls or larger quantities.
Samples
Samples are intended to help you choose a finish before ordering larger quantities. Samples cannot be returned or refunded for change of mind.
If a sample arrives damaged, faulty, or incorrect, contact us at contact@velven.com.au and we will help resolve it.
Surface Suitability and Installation
Customers are responsible for checking that their chosen surface is suitable before applying Velven.
Velven works best on smooth, sealed, clean, dry, and stable surfaces. It may not perform as expected on weak paint, flaky coatings, raw timber, dusty surfaces, textured surfaces, damp areas, poorly bonded finishes, or surfaces that have not been properly cleaned and prepared.
We recommend testing a hidden patch before applying Velven to a visible area, especially in rental homes or on painted surfaces.
We do not provide refunds for installation issues, surface incompatibility, incorrect application, incorrect measuring, or damage caused during handling or installation, unless the product itself is faulty or your rights under Australian Consumer Law apply.
Order Cancellations
If you need to cancel an order, contact us immediately at contact@velven.com.au.
We can only cancel an order if it has not yet been fulfilled, dispatched, or custom cut. Once an order has been cut, packed, fulfilled, or dispatched, it cannot be cancelled for change of mind.
Approved Returns
Do not send any item back to us without contacting us first. If a return is required under Australian Consumer Law or approved by Velven, we will provide return instructions and the return address.
Items sent back without approval may not be accepted.
Business and contact details
Registered business name: Velven. ABN 63 506 293 664. Based in Melbourne, Australia.
For returns, damaged items, incorrect items, product questions, privacy, or policy questions, contact contact@velven.com.au. Please include your order number and clear photos where relevant.