Refund policy

At Veloura, we want you to feel confident when choosing your wig. Because wigs are personal-use products, we have specific return requirements to protect hygiene, product quality, and the experience of every customer.

This policy explains our change-of-mind return conditions and how we handle faulty, damaged, or incorrectly supplied items. It is intended to operate in accordance with the Australian Consumer Law (ACL).

Change-of-Mind Returns

We accept change-of-mind returns only when the wig meets all of the following conditions:

  • The wig is completely unused and unworn.
  • The lace has not been cut, trimmed, or customised.
  • The wig has not been altered, modified, or adjusted in any way.
  • The wig has not been washed, styled, coloured, bleached, or chemically treated.
  • No hair products, styling products, adhesives, sprays, oils, or other substances have been applied.
  • The wig is free from damage, stains, odours, and signs of wear.
  • The wig is returned in its original packaging with any included accessories, where applicable.

For hygiene reasons, wigs that have been worn, installed, altered, or otherwise used may not be eligible for a change-of-mind return.

Change-of-mind returns are separate from any rights you may have under the Australian Consumer Law.

Requesting a Return

To request a return, please contact us with:

  • Your order number
  • The reason for your return request
  • Photos or other information, if requested by our team

Please do not send an item back before receiving return instructions from Veloura.

Return Approval and Inspection

All change-of-mind returns must be approved before being sent back.

Once received, the wig will be inspected to confirm that it meets the return conditions outlined in this policy.

If a change-of-mind return does not meet these conditions, we may refuse the return or return the item to the customer. Any applicable return shipping costs will be communicated before the item is returned.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible with your order number and clear photos of the item and packaging.

These issues are handled separately from change-of-mind returns. Please do not alter, wash, style, install, or attempt to repair the item before contacting us, as this may affect our ability to assess the issue.

We will review the details and explain the available resolution in accordance with the Australian Consumer Law and applicable consumer guarantees.

Depending on the circumstances, a resolution may include a repair, replacement, refund, or another remedy available under the law.

Important Information

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

The Australian Consumer Law provides certain consumer guarantees that cannot be excluded. These rights may apply where a product is faulty, damaged, incorrectly supplied, or otherwise fails to meet applicable consumer guarantees.

This policy applies to change-of-mind returns and does not limit your rights regarding faulty, damaged, or incorrectly supplied products.

Before Placing Your Order

We recommend reviewing the product description, measurements, lace specifications, density, colour, texture, and available options carefully before placing your order.

If you have questions about a product or need help selecting the right option, please contact us before ordering.