Last updated: September 5, 2026
Overview
This Refund and Return Policy explains how returns, refunds, replacements and product problems are handled by Veyra.
Veyra is an independent third-party online retailer operating through a dropshipping fulfilment model. Although orders may be shipped directly by third-party suppliers, Veyra remains the customer’s point of contact for return and refund requests.
Do not return a product directly to the manufacturer, supplier or address displayed on the original package unless Veyra has provided written instructions authorising you to do so.
Change-of-Mind Returns
We accept eligible change-of-mind return requests submitted within 14 days of the product being delivered.
To qualify for a change-of-mind return, the product must be:
• Unused and uninstalled
• In its original condition
• Returned with its original packaging
• Complete with all accessories, cables, supports and included components
• Free from damage, modifications or signs of use
• Accompanied by valid proof of purchase
Veyra reserves the right to inspect the returned product before approving a change-of-mind refund.
The 14-day change-of-mind policy does not limit any rights relating to faulty, unsafe, damaged, incorrectly described or non-compliant products under Australian Consumer Law.
Starting a Return
Before returning any product, contact Veyra through our Contact Us page.
Please provide:
• Your full name
• Your order number
• The product you want to return
• The reason for the return
• Photographs or videos when relevant
If the return is approved, we will provide the appropriate return address and instructions.
Returns sent without prior authorisation or to the address printed on the original shipping package might not reach the correct return facility and may not be processed.
Change-of-Mind Return Costs
Customers are responsible for return shipping costs for approved change-of-mind returns.
Original shipping charges are not refundable for change-of-mind returns, except where required by applicable law.
We strongly recommend using a tracked shipping service and keeping the receipt and tracking information. Veyra is not responsible for a change-of-mind return that is lost before reaching the authorised return location.
Products That Cannot Be Returned for Change of Mind
A change-of-mind return may be refused if the product:
• Has been used, installed or operated
• Has been damaged after delivery
• Is missing packaging, accessories or components
• Has been modified or repaired without authorisation
• Shows signs of misuse or incorrect installation
• Is returned after the 14-day request period
These exclusions apply only to change-of-mind returns. They do not remove any rights available for products that fail to meet a consumer guarantee.
Damaged, Faulty or Incorrect Products
If your product arrives damaged, faulty, incomplete or different from what you ordered, contact Veyra as soon as possible.
Please provide your order number and clear photographs or videos showing:
• The product and reported problem
• The packaging
• The shipping label
• Any visible damage
• The product operating, when relevant and safe to demonstrate
Keep the product, all accessories and the original packaging while the request is being assessed. However, original packaging is not required to exercise rights that apply to a faulty product under Australian Consumer Law.
Do not continue using a product if doing so could be unsafe or cause further damage.
Product Assessment
Veyra may request photographs, videos, troubleshooting information or the return of the product to assess the reported issue.
The product may be inspected before a remedy is provided. Requesting an assessment does not remove or restrict the customer’s rights under Australian Consumer Law.
If no defect is found and the issue was caused by misuse, accidental damage, incorrect installation or an unauthorised modification, the customer may be responsible for reasonable inspection, transportation or return costs where permitted by law.
Available Remedies
If a product does not meet an applicable consumer guarantee, the available remedy will depend on the nature and seriousness of the problem.
For a minor problem, Veyra may provide an appropriate repair or other remedy within a reasonable time.
For a major problem, the customer may be entitled to choose a replacement or refund in accordance with Australian Consumer Law.
Depending on the circumstances, an appropriate remedy may include:
• Troubleshooting assistance
• Repair
• Replacement parts
• Product replacement
• Partial refund
• Full refund
Nothing in this policy limits any remedy that cannot legally be excluded.
Return Costs for Faulty Products
Customers may initially be asked to return products that can be posted or transported easily.
If the product is confirmed to have a fault covered by Australian Consumer Law, Veyra will reimburse reasonable return shipping costs. Keep all postage and transportation receipts.
For products that are large, heavy or difficult to return, contact Veyra before arranging transportation so that appropriate collection or return instructions can be provided.
Refund Processing
Approved refunds are issued to the original payment method.
For change-of-mind returns, the refund will be processed after the returned product has been received, inspected and approved.
For faulty or non-compliant products, the timing of the refund will depend on the applicable remedy and any required assessment.
After Veyra issues a refund, additional processing time may be required by your bank or payment provider before the funds appear in your account.
Replacements
When a replacement is approved, availability and delivery estimates will be communicated to the customer.
Replacement products may be shipped directly by a third-party supplier. If an identical product is unavailable, Veyra will discuss the remedies available under applicable consumer law.
Order Cancellations
Contact us immediately if you want to cancel an order.
We will attempt to cancel it before fulfilment begins, but cancellation cannot be guaranteed after the supplier has started processing or shipping the order.
If the order has already shipped, the applicable return process must be followed after delivery. This does not limit any cancellation rights provided by law.
Proof of Purchase
Veyra may request proof of purchase before processing a return, repair, replacement or refund. Valid proof may include an order confirmation, receipt, payment record or other documentation showing the purchase details.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded or limited.
Contact Us
To request a return or report a product problem, contact Veyra through our Contact Us page. Include your order number and all relevant information so that we can assess your request efficiently.