Terms of service
These Terms are intended to operate in accordance with applicable Australian laws, including the Australian Consumer Law (ACL). Nothing in these Terms excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded, restricted, or modified.
1. General Terms
1.1 Eligibility
You must be at least 18 years old, or have the legal capacity to enter into a contract under applicable law, to place an order through our website.
If you are under 18, you may use our website only with the involvement and permission of a parent or legal guardian where required.
1.2 Account Creation
Creating an account is optional. If you create an account, you are responsible for maintaining the confidentiality of your login details and for activity conducted through your account.
Please notify us promptly if you believe your account has been accessed without authorisation.
1.3 Product Information
We aim to provide accurate and up-to-date product descriptions, images, prices, specifications, and availability.
However, product colours may appear differently depending on your device or screen settings, and minor variations may occur between product images and the actual product.
We may update product information, correct errors, or discontinue products from time to time. Where an error materially affects an order you have placed, we will contact you and explain the available options.
1.4 Prohibited Conduct
You must not:
- Use our website for an unlawful or unauthorised purpose.
- Violate any applicable laws or third-party rights.
- Attempt to gain unauthorised access to our systems.
- Interfere with the operation or security of our website.
- Upload or transmit viruses, malware, or harmful code.
- Engage in fraudulent, misleading, or deceptive activity.
- Use our website to infringe intellectual property rights.
1.5 Intellectual Property
Unless otherwise stated, the content on our website, including text, images, logos, graphics, product descriptions, and branding, is owned by or licensed to Veloura and is protected by applicable intellectual property laws.
You may access and use the website for personal, non-commercial purposes. You must not reproduce, distribute, modify, publish, or commercially use our content without our prior written permission, except where permitted by law.
2. Ordering and Payment
2.1 Product Availability
All orders are subject to product availability.
If a product becomes unavailable after you place an order, we will contact you and explain the available options, which may include an alternative product or a refund for the unavailable item.
2.2 Pricing and Payment
Prices are displayed in Australian dollars (AUD), unless otherwise stated.
Any applicable taxes, shipping charges, or other fees will be shown at checkout or otherwise communicated to you.
Payment is due at the time of purchase unless otherwise stated. You are responsible for providing accurate billing and payment information.
We may use third-party payment providers to process transactions. Your payment may also be subject to the provider’s terms and conditions.
2.3 Order Confirmation and Acceptance
After placing an order, you will receive an order confirmation email acknowledging that we have received your order.
An order confirmation does not necessarily mean that your order has been accepted. We may need to verify product availability, payment details, or other order information.
Your order is accepted when we send a separate acceptance confirmation or dispatch the products, unless we notify you otherwise.
If we cannot accept your order, we will contact you and provide an appropriate resolution, including a refund where applicable.
2.4 Order Changes and Cancellation
If you need to change or cancel an order, please contact us as soon as possible.
We will try to accommodate requests before processing or dispatch. However, we cannot guarantee that changes or cancellations will be possible after an order has entered processing or has been dispatched.
Nothing in this section limits any cancellation, refund, or other rights you may have under applicable law.
2.5 Taxes, Duties, and Customs
For international orders, additional customs duties, import taxes, or clearance fees may apply depending on the destination country. These charges, where applicable, may be payable by the customer.
Customers are responsible for providing accurate delivery and customs information.
3. Shipping and Delivery
3.1 Shipping Methods
We offer shipping options to destinations available at checkout.
Available shipping methods, costs, and estimated delivery timeframes will be displayed during checkout or communicated after purchase.
3.2 Order Processing
Orders are normally processed within the timeframe stated in our Shipping Policy or product description.
Processing times may vary depending on product availability, customisation requirements, order verification, and other operational factors.
3.3 Tracking
Where tracking is available, we will provide tracking information after dispatch.
Tracking availability may vary depending on the shipping method, carrier, and destination.
3.4 Delivery Delays
Delivery estimates are not guaranteed dates. Delays may occur due to circumstances such as carrier disruptions, customs processing, weather, or other events beyond our reasonable control.
If a delivery issue occurs, please contact us so we can assist with the available next steps.
Nothing in this section limits your rights under applicable consumer law.
4. Returns, Refunds, and Consumer Guarantees
4.1 Change-of-Mind Returns
Our change-of-mind return conditions are set out in our separate Return & Refund Policy.
Because wigs are personal-use products, change-of-mind returns are subject to specific hygiene and product-condition requirements.
4.2 Faulty, Damaged, or Incorrect Products
If a product arrives faulty, damaged, or incorrectly supplied, please contact us as soon as possible with your order number and relevant photos or information.
We will assess the issue and provide a remedy in accordance with the Australian Consumer Law and applicable consumer guarantees.
Depending on the circumstances, a remedy may include a repair, replacement, refund, or another remedy available under the law.
4.3 Consumer Guarantees
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law, where applicable.
These guarantees may include that products are of acceptable quality, match their description, and are fit for any purpose made known to the seller.
Nothing in these Terms limits or excludes those rights.
4.4 Manufacturer Warranties
Where a manufacturer’s warranty applies, we will explain the relevant warranty terms.
Any manufacturer warranty is additional to, and does not replace, your rights under the Australian Consumer Law.
5. Website Availability and Security
We aim to keep our website available, accurate, and secure. However, we do not guarantee that the website will always be uninterrupted, error-free, or free from viruses or other harmful components.
We may temporarily suspend, modify, or restrict access to parts of the website for maintenance, updates, security, or operational reasons.
6. Limitation of Liability
To the maximum extent permitted by law, Veloura will not be liable for loss or damage arising from your use of the website or purchase of products, except where such liability cannot lawfully be excluded or limited.
Nothing in these Terms excludes, restricts, or modifies:
- Any consumer guarantee or other right under the Australian Consumer Law that cannot lawfully be excluded.
- Liability for fraud, or other liability that cannot lawfully be excluded or limited.
- Any remedy or protection required by applicable law.
Where permitted by law, our liability may be limited to the remedies available under applicable law or, where lawful, the replacement, repair, or refund of the affected product.
7. Indemnification
To the extent permitted by law, you agree to indemnify Veloura against reasonable losses, liabilities, claims, and expenses arising from your unlawful use of the website, your breach of these Terms, or your infringement of third-party rights.
This indemnity does not apply to the extent that the relevant loss or liability was caused by Veloura’s negligence, unlawful conduct, or breach of applicable law.
8. Third-Party Services and Links
Our website may contain links to third-party websites, payment providers, applications, or services.
We are not responsible for the content, availability, or privacy practices of third-party services. Your use of those services may be subject to their own terms and policies.
9. Governing Law and Jurisdiction
These Terms are governed by the laws of Australia.
You agree that disputes relating to these Terms or your use of the website will be subject to the courts of Australia, subject to any rights or remedies available under applicable law.
10. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, website, services, or legal obligations.
The updated version will be posted on this page with a revised “Last updated” date.
Where required by law, we will provide appropriate notice of material changes.
11. Contact Us
If you have any questions, concerns, or feedback regarding these Terms or your use of our website, please contact us through the contact details provided on our website.