Refund policy


30 DAY 100% MONEY BACK GUARANTEE

We want you to love the products you buy from us. If you change your mind, you may return it to us within 30 days of the date you received it, no questions asked.

Whilst we are happy for you to try out the blanket for 30 days we do request that it is returned to us in “in new” original condition. This means no animal hair, food stains etc as we donate returned blankets to charities and shelters and if soiled they are unable to accept. Please keep the box as the item will need to be sent back in the original box packaging.

Should the blanket come back soiled or damaged in any way we will be unable to issue a refund.

You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.

To start the return process, please drop us an email with your name and order no to sales@velluxblanketsaustralia.com.au.  Our Team will ask you a few mandatory questions regarding your return and will then authorise the return.

 

FAULTS & WARRANTY CLAIMS

Vellux Blankets Australia warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with.

This Faults and Warranties policy does not cover:

  • Normal wear and tear

  • Damage arising from abnormal use or abuse

  • Damage, wear and tear as a result of improper or lack of maintenance and/or care

  • Damage to external or product packaging only

  • Insignificant minor variations in dimensions or colour


WRONG ITEM DELIVERED

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

 

CANCELLATIONS

You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them.

 

YOUR CONSUMER RIGHTS

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.

 

OUR RIGHTS

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.

 

GIFT CARDS

Customer may purchase digital Gift Cards from our website. Gift Cards cannot be used to purchase Gift Cards.

In the case of digital Gift Cards, we will email the Gift Card to the recipient 's email address, as provided by the purchasing member. The email will include instructions and a link for redeeming the Gift Card.

The digital Gift Cards can only be used for purchases at our website velluxblanketsaustralia.com.au. If a purchase made using a Gift Card is for less than the amount of the Gift Card, the remaining balance will be void. If a purchase made using a Gift Card is for more than the amount of the Gift Card, the purchaser will be required to pay the excess using another payment method. If an order made using a Gift Card is cancelled or returned, the portion of the purchase attributable to the Gift Card will be refunded as a store credit only, this is not redeemable for cash.

Gift Cards expire 3 years after the date of their purchase.

Gift Cards are not transferrable and cannot be returned or exchanged wholly or partly for cash. Gift cards should be treated as cash. You are responsible for the use and safety of your Gift Card. Vellux Blankets Australia is not responsible for any loss or damage resulting from lost or stolen gift cards or gift cards used without permission. Lost or stolen Gift Cards will not be replaced or refunded.