Refund policy
Last Updated: 30 September 2026
At Vellara Wear, we want customers to be satisfied with their purchases.
Customers may request an eligible voluntary return within 30 calendar days after receiving the product.
To qualify for a change-of-mind return under our voluntary returns policy, the product must be unused, undamaged and in its original condition, with original packaging and tags where applicable.
These voluntary return conditions do not limit consumer rights or remedies that cannot legally be excluded.
Return Costs
For eligible voluntary return requests made within the first 7 calendar days after receiving the product, Vellara Wear will cover the reasonable return shipping cost.
For eligible change-of-mind return requests made from day 8 through day 30, the customer is responsible for the return shipping cost.
If a product is faulty, damaged, incorrect or otherwise fails to meet an applicable consumer guarantee, Vellara Wear will provide the remedy required by applicable law and cover reasonable return costs where applicable.
How to Request a Return
Before returning a product, please contact:
Please provide your order number and the reason for the return.
Unless we provide different return instructions for your particular case, approved returns should be sent to:
Vellara Wear / HW PAY LTD
121 Giles Street, Suite 1A
Edinburgh, Scotland
EH6 6BZ
United Kingdom
Do not send a return before contacting our customer service team.
Refunds
Once the returned product has been received and inspected, we will notify you regarding the status of your refund.
If a voluntary return is approved, the refund will normally be processed to the original payment method within 10 business days.
The time required for the funds to appear in your account after processing may vary depending on your bank or payment provider.
Products with faults or other problems covered by applicable consumer guarantees will be handled in accordance with the remedies required by applicable law.
For return or refund enquiries:
The ACCC confirms that businesses generally do not have to provide a remedy simply because a customer changes their mind, but when a business offers its own change-of-mind policy it must honour that policy. Consumer-guarantee rights for faulty goods cannot be removed by store policies.