Shipping & Returns
Our shipping rates are as follows:
- Within Australia: $10 AUD flat rate per order, orders over $100 have free shipping!
- International shipping flat rate $22 AUD
All confirmed orders are shipped within 3 working days. If you have not received an order within 10 days, please notify us by email at: firstname.lastname@example.org
Exchange or refund?
Your satisfaction is our first priority at VeloOne. If your item is faulty upon receipt or is not as ordered or reasonably described on the website, we will gladly exchange the item or refund your order payment, subject to the following conditions:
- VeloOne first receiving the item back within 30 days of order being placed (if an order within Australian) or 60 days of order being placed (if an international order);
- Items must be returned in their original condition â€“ unworn, unwashed, unmarked;
- Items must be returned with their original packaging, including original product tags still attached;
- Unless they were damaged prior to you receiving them, must still be in an unused, unmarked and saleable condition; and
- The attached VeloOne Returns Form being completed and included with the returned product
Following receipt of the returned product as above, we will arrange for the requested replacement product to be sent to you as quickly as possible.
We will send you an email as soon as your returned product has been received, exchange request processed and replacement product sent. Please contact us via info@VeloOne.com.au if you have not received the replacement product within 30 days.
If the above conditions are not met, VeloOne reserves the right to decide not to exchange or refund the product, and in such instances the product will be returned to you. We will make reasonable attempts to contact you in the first instance to discuss. If the product has been worn, we ask that you contact VeloOne prior to the return of the product to advise of this, and advise the reason for the products return.
Firstly, please contact us at info@VeloOne.com.au to discuss and help us understand your concerns. We will then provide you an address to return the goods in question.
When returning your product, please attach the completed VeloOne Returns Form which will provide the following information;
- Your Order number if known (appears on the top of the confirmation email);
- Your name, address (and phone number/email in case we need to contact you for clarification);
- A description of the item you are returning;
- Reason for the return; and
- Whether you would like a refund or exchange. If you wish to exchange it for a different item, please include the name and item number of the replacement item from the VeloOne website
- If you wish to exchange it for a different item, please include the name and item number of the replacement from the VeloOne website. Note: if a lesser value, we will refund the difference and send you the item. If of higher value, we will send the item once the price difference has been paid.
The shipping cost for returning the unwanted product and the exchange items will be at your cost (please include a suitably sized self addressed pre-paid postage pack) â€“ unless being returned due to a defective product or incorrect product being delivered, in which case VeloOne will meet the postage cost of the exchange item (but not for the product being returned). Where you should but do not provide a pre-paid postage pack, VeloOne reserves the right to not return the original item or an exchange item, and in such instances will refund the original purchase amount
Invoices and receipts are quoted in AUD. The original cost paid (in AUD) for the returned product will be the amount refunded (in AUD). VeloOne will therefore not adjust the refund amount for fluctuations in exchange rates. This may result in a loss or gain in value to you or VeloOne as a result of such exchange rate movements.