Refund policy
Return and Refund Policy
Last updated: 9 August 2026
At Verse & Velvet, every product and experience is created with care. We want you to feel confident when purchasing from us and will always handle genuine concerns fairly, respectfully and in accordance with Australian Consumer Law.
This policy applies to purchases made directly through the Verse & Velvet website.
Your rights under Australian Consumer Law
Our products and services come with guarantees that cannot be excluded under Australian Consumer Law.
You may be entitled to a repair, replacement, refund, cancellation or other remedy if a product or service:
• is faulty, unsafe or of unacceptable quality
• is materially different from its description or any sample shown
• is not fit for its usual purpose
• is not fit for a particular purpose that you told us about before purchasing
• does not perform as represented
If a product has a major problem, you may choose a refund or replacement in accordance with Australian Consumer Law.
If a product has a minor problem, we may choose to repair the product, replace it or provide another appropriate remedy. If the problem cannot be resolved within a reasonable time, you may be entitled to a refund or replacement.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under Australian Consumer Law.
Change of mind returns for physical products
We accept change of mind return requests for eligible physical products within 14 calendar days of delivery.
To qualify for a change of mind return, the product must:
• be unused, unmarked and in its original saleable condition
• show no signs of damage, wear or handling beyond what is reasonably necessary to inspect it
• include any original components, inserts or accessories
• be accompanied by valid proof of purchase
Verse & Velvet reserves the right to decline a voluntary change of mind return if these conditions are not met.
These conditions do not apply where a customer is exercising rights under Australian Consumer Law.
Customers are responsible for the cost and safe return of change of mind items. We strongly recommend using a tracked postal service. Verse & Velvet is not responsible for returned parcels that are lost or damaged before reaching us.
Original delivery charges are not refundable for change of mind returns.
Faulty, damaged or incorrect products
If your order arrives faulty, damaged or incorrect, please contact support@verseandvelvet.com.au as soon as reasonably possible.
Please include:
• your full name
• your order number
• a description of the issue
• clear photographs showing the product, packaging and any damage
• any other information reasonably needed to assess the issue
Photographs help us investigate shipping damage and resolve your concern quickly. However, the absence of photographs does not automatically remove any rights you may have under Australian Consumer Law.
We may reasonably assess the product before confirming the appropriate remedy.
Where a product does not meet a consumer guarantee, Verse & Velvet will provide the remedy required under Australian Consumer Law and will cover reasonable return costs where legally required.
Proof of purchase
We may request reasonable proof of purchase before processing a return, replacement or refund.
Acceptable proof may include:
• an order confirmation
• an order number
• a digital receipt
• a relevant payment record
• another record reasonably demonstrating that the purchase was made from Verse & Velvet
Digital products
Due to the immediate nature of digital products, change of mind returns are not ordinarily accepted once a digital product has been downloaded, accessed or delivered.
If you experience a technical issue, receive an incorrect file or cannot access your purchase, contact support@verseandvelvet.com.au so we can assist.
This exclusion does not affect any rights available under Australian Consumer Law where a digital product is faulty, materially different from its description or otherwise fails to meet an applicable consumer guarantee.
Events, workshops and services
Tickets, workshops, events, consultations and other services may have specific cancellation and transfer conditions displayed at the time of purchase. Those conditions form part of this policy.
If Verse & Velvet cancels an event or cannot supply a purchased service, customers will be offered an appropriate remedy, which may include rescheduling, a credit or a refund, depending on the circumstances and applicable law.
Customer cancellations will be handled according to the conditions published for the relevant event or service.
Nothing in an event or service cancellation policy limits rights that cannot legally be excluded.
Preorders
Payment for a preorder may be taken when the order is placed.
Any estimated release, printing or delivery date is an estimate only and may change due to production, publishing, freight or other circumstances outside our reasonable control.
We will communicate material delays when reasonably possible.
To request cancellation of a preorder, contact support@verseandvelvet.com.au as soon as possible. Cancellation cannot be guaranteed once an order has entered production, processing or fulfilment.
If we cannot supply a preorder, you will receive a refund of the amount paid for that item.
Your rights under Australian Consumer Law remain unaffected.
Order cancellations
If you need to cancel or change an order, contact support@verseandvelvet.com.au immediately.
We will make reasonable efforts to assist, but cancellation or amendment cannot be guaranteed after an order has entered processing, production or fulfilment.
Once an order has been dispatched, it will be handled under the applicable return provisions in this policy.
Incorrect delivery information
Customers are responsible for providing complete and accurate delivery information at checkout.
If you notice an error, contact support@verseandvelvet.com.au immediately. We will try to amend the order before dispatch but cannot guarantee that changes can be made once processing has begun.
Where an order is returned because an incorrect or incomplete address was supplied, additional delivery charges may apply before the order is sent again.
This does not apply where the delivery problem was caused by Verse & Velvet or where Australian Consumer Law provides otherwise.
Lost or delayed deliveries
Delivery dates are estimates unless expressly stated otherwise.
If tracking indicates that your parcel is delayed or lost, contact support@verseandvelvet.com.au. We will review the tracking information and, where appropriate, raise an investigation with the delivery provider.
We will provide any remedy required under Australian Consumer Law.
International orders
Verse & Velvet may offer delivery to selected international destinations. Available destinations and delivery charges are displayed at checkout.
International delivery estimates are provided as a guide only. Customs processing, border inspections, local delivery conditions and other circumstances outside our reasonable control may affect delivery times.
Customs duties, taxes and import charges
International orders may be subject to customs duties, import taxes, handling charges, brokerage fees or other government charges imposed by the destination country.
Unless expressly stated at checkout that these charges have been collected, the customer is responsible for paying them directly to the relevant authority or delivery provider.
Verse & Velvet does not determine or control these charges. Customers should contact their local customs authority before purchasing if they require further information.
Customs duties, taxes and fees paid directly to a government authority, delivery provider or third party cannot be refunded by Verse & Velvet. Customers may need to contact the relevant authority regarding possible reimbursement.
Customs information
Customers are responsible for providing any information reasonably required for customs clearance, including accurate delivery details and any identification or tax information required by their country.
Verse & Velvet will complete customs declarations accurately and will not alter the declared value or describe a commercial purchase as a gift.
Refused and unclaimed deliveries
If an international order is refused, remains unclaimed or cannot be delivered because customs charges were not paid or required information was not supplied, the parcel may be returned to Verse & Velvet.
Once the parcel has been received and assessed, we may refund the eligible product price less any reasonable return delivery charges, customs costs or other expenses incurred as a result of the return.
Original delivery charges are not refundable in these circumstances.
No refund can be processed until the returned parcel has been received or its return has otherwise been verified.
These conditions do not apply where the refusal or failed delivery resulted from an error by Verse & Velvet or where the customer is entitled to another remedy under applicable consumer law.
International returns
Customers must contact support@verseandvelvet.com.au and receive return instructions before sending an international return.
For an approved change of mind return, the customer is responsible for arranging and paying for tracked return delivery. The customer is also responsible for any customs documentation or charges associated with the return.
International return parcels must be clearly identified as returned merchandise where permitted. Verse & Velvet is not responsible for parcels lost during return delivery.
Where a product is faulty, damaged, incorrect or otherwise fails to meet an applicable consumer guarantee, return expenses and remedies will be handled in accordance with applicable law.
Currency conversion
Refunds are issued through the original payment method and in the currency and amount processed by Verse & Velvet.
Exchange rate movements, foreign transaction fees and conversion charges are controlled by the customer’s bank or payment provider. As a result, the amount appearing in the customer’s account may differ from the amount originally charged. Verse & Velvet cannot reimburse fees or exchange rate differences imposed by third parties unless required by law.
Local laws
International customers may have mandatory consumer rights under the laws of their country or region. Nothing in this policy excludes, restricts or modifies any rights that cannot legally be excluded.
How to request a return
Before returning any item, email support@verseandvelvet.com.au with your order number and reason for the request.
If the return is approved, we will provide instructions and the appropriate return address privately.
Please do not send products to an address found through an online search or business register. Returns sent without authorisation or to an incorrect address may be delayed.
Refund processing
Approved refunds will be issued to the original payment method unless another method is agreed or required by law.
We aim to process an approved refund within 10 business days. Your bank or payment provider may require additional time for the funds to appear in your account.
We will notify you once the refund has been processed.
Exchanges
Where an exchange is approved, replacement products remain subject to availability.
If the requested replacement is unavailable, we may offer an alternative product, store credit or refund, depending on the circumstances and your rights under Australian Consumer Law.
Sale items and gift cards
Change of mind returns are not accepted for gift cards.
Sale or promotional items may have separate change of mind conditions disclosed at the time of purchase.
These exclusions do not apply when an item fails to meet a consumer guarantee under Australian Consumer Law.
Return misuse
Verse & Velvet may refuse a voluntary return where there is reasonable evidence of fraud, return abuse, deliberate damage or misuse.
This provision does not limit any rights or remedies that cannot legally be excluded.
Contact us
For returns, order concerns or product support:
For general enquiries:
Please include your full name and order number so we can assist you efficiently.