Return policy

At MissVelia, your satisfaction is our priority. We comply with the Australian Consumer Law (ACL) and are committed to providing fair and transparent return options in accordance with your statutory rights.

1. 30-Day Returns – Unused & Undamaged Items

We gladly accept returns within 30 days of delivery if your item is:

  • Unused and unopened

  • In its original packaging

  • Not damaged by misuse or improper storage

If you meet the above criteria, you may request a return or refund. Return shipping costs for change-of-mind or non-fault-related returns are the responsibility of the customer.

We recommend contacting us before returning any item to confirm eligibility.

2. Damaged or Faulty Items

If your order arrives damaged, leaking, or with a fault, please contact us within 7 days of receiving your item. Include:

  • Your order number

  • Clear photos of the item and packaging

  • A short description of the issue

Once assessed and approved, we’ll provide a replacement, refund, or store credit, depending on your preference and stock availability.

We will cover all return shipping costs for damaged or faulty items.

3. Incorrect Items Received

If you receive the wrong item, we sincerely apologise. Please notify us within 7 days and we will promptly:

  • Send you the correct product, or

  • Offer a full refund

Return shipping will be covered by us.

4. Items That Cannot Be Returned

We are unable to accept returns on:

  • Used candles, diffusers, or oils

  • Items damaged due to misuse, improper storage, or negligence

  • Products returned after 30 days of delivery

  • Clearance or sale items (unless faulty)

5. How to Request a Return

To start a return, please contact our customer care team:
📩 Email: info@missvelia.com
Include your order number and relevant photos for a faster process.

6. Refund Processing Time

Once your return is received and approved, we will initiate your refund. Please allow:

  • 3–7 business days for the refund to appear in your original payment account, depending on your payment provider.

You will receive a confirmation email once the refund has been processed.

7. Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law, which ensures that goods must:

  • Be of acceptable quality

  • Match descriptions provided

  • Be fit for their intended purpose

If your product fails to meet these standards, you may be entitled to a refund, replacement, or repair — even after the 30-day period, depending on the situation.

Learn more at the Australian Competition and Consumer Commission (ACCC).

If you have any questions, we're always here to help — because every MissVelia scent should be a moment of joy.