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Refund policy

Return Window

Returns must be requested within 7 days of receiving your order.

You may return individual items from a multi-item order. Only the returned items will be refunded or credited; the remainder of your order is unaffected.

This policy applies to orders shipped within Australia. For international orders, customers are responsible for return shipping costs and any customs duties or import fees incurred. Please contact us before returning an international order.

To be eligible for return, items must be:

  • Unworn

  • Unwashed

  • In original condition

  • Tags attached

Returns cannot be accepted if items show evidence of use, including but not limited to: deodorant marks, makeup stains, self-tan residue, strong fragrances or perspiration odours.

We reserve the right to refuse returns that do not meet these conditions.


Received a Faulty or Incorrect Item?

Although every item is carefully inspected before dispatch, if your order arrives damaged, marked, defective, or incorrect, please contact our team before wearing the item or removing the tags. We'll work with you to resolve the issue as quickly as possible.

Please note that once an item has been worn or its tags have been removed, we may be unable to process a return.

If your item is faulty or you received the wrong product:

  • We will offer a full refund to your original payment method, including your original shipping costs, OR
  • Send a replacement item at no additional cost

 

In the case of a minor fault, VELOX reserves the right to repair or replace the item. In the case of a major fault, customers are entitled to choose a refund or replacement.

Faulty items are covered under Australian Consumer Law and must be reported within a reasonable time after the fault is discovered — we recommend reporting as soon as possible to help us resolve things quickly. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.


Size Issues or Change of Mind

Size exchange and change-of-mind requests must also be made within 7 days of receiving your order, in line with our standard return window.

If the item does not fit or you are not satisfied:

  • You may choose to exchange for another size (subject to availability), OR
  • Receive a store credit

Refunds to original payment method are not available for change of mind returns.

Customers are responsible for return shipping costs for size exchanges or change-of-mind returns. Replacement shipping for exchanged items is covered by VELOX (one time).

Store credits do not expire.

All returned items are inspected upon arrival. Items showing signs of wear, washing, damage, or misuse will be returned to the sender at their expense.


Gifts

If you received an item as a gift and wish to return it, please contact us with the order number or gift receipt. Gift returns are eligible for store credit or exchange only; refunds can only be issued to the original purchaser's payment method.


Non-Returnable Items

For hygiene and clearance reasons, the following items cannot be returned:

  • Socks
  • Swim caps
  • Sale items (items purchased at a reduced price during a marked sale or promotion, including discount-code purchases of 20% or more) — final sale unless deemed faulty under Australian Consumer Law

VELOX monitors return activity and reserves the right to limit, refuse, or place conditions on future returns or orders for customers with a pattern of excessive returns (for example, repeated change-of-mind returns across multiple orders). This is assessed on a case-by-case basis and does not affect your rights for faulty or incorrect items under Australian Consumer Law.


How to Start a Return

Email us at isaac@veloxtri.com.au with:

  • Order number

  • Reason for return

  • Photos (if faulty)

 

We will provide return instructions within 48–72 hours.

We do not charge restocking fees on approved returns.

VELOX is not responsible for return parcels lost in transit. We recommend using tracked shipping.

Once your return is received and approved, refunds or store credits will be processed within 5 business days. Please allow an additional 3–5 business days for the refund to appear in your account, depending on your bank or card provider.