Refund policy
REFUND AND RETURN POLICY
Last updated: January 16, 2026
Thank you for shopping at Vero Goods.
Our Commitment
At Vero Goods, we want you to be completely satisfied with your purchase. Due to the nature of our fulfillment process, we have specific guidelines for refunds and returns outlined below.
Interpretation and Definitions
Interpretation
The words with initial capital letters have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Definitions
For the purposes of this Refund and Return Policy:
- Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Vero Goods.
- Goods refer to the items offered for sale on the Service.
- Orders mean a request by You to purchase Goods from Us.
- Service refers to the Website.
- Website refers to Vero Goods, accessible from vero-goods.myshopify.com
- You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Your Order Cancellation Rights
You may cancel Your Order before it has been processed or shipped for a full refund. Once an order enters processing or shipping, it cannot be canceled.
Please note that certain products, including custom or print-on-demand items, cannot be canceled once payment is made.
To cancel an order, please contact us immediately at verogoods1@gmail.com.
Change of Mind Returns
We do not accept returns for change of mind, incorrect sizing, or unwanted items. Please review product descriptions, sizing charts, specifications, and images carefully before purchasing.
Conditions for Refunds and Replacements
We will provide a refund or replacement if your item arrives:
- Damaged or defective
- Incorrect (wrong item, size, or color)
- Missing from your order
To request a refund or replacement, you must:
- Contact us within 30 days of delivery
- Provide your order number
-
Provide clear photo or video evidence showing the issue:
- For defective items: demonstrate the defect in action (e.g., heating element not functioning properly)
- For wrong items: show the received item, its original packaging, and clearly indicate what is incorrect (e.g., wrong SKU, size, or color)
- For damaged items: show the damage and its impact on the product's functionality
You are not required to return faulty, damaged, or incorrect items to us.
Non-Delivery or Significantly Delayed Orders
If your order has not arrived or shows no tracking updates beyond the following timeframes from the shipping date:
- 45 days (Australian orders)
- 60 days (International orders)
Please contact us with your order number, and we will investigate. At our discretion, we will offer a refund or replacement.
Important: If tracking information shows your order was delivered, we cannot process a refund unless you provide a non-delivery certificate from Australia Post or your local postal authority confirming the package was not received.
Refund Eligibility Window
Refunds or replacements are only available if your order was placed within the last 90 days prior to your refund request. Orders older than 90 days are automatically ineligible for refunds, regardless of the reason.
Refund Processing
Once we receive and verify your refund request with the required evidence, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 5–10 business days, and a credit will automatically be applied to your original method of payment.
Late or Missing Refunds
If you haven't received a refund after the processing period:
- Check your bank account again
- Contact your credit card company, as it may take some time before your refund is officially posted
- Contact your bank, as there is often processing time before a refund is posted
- If you've done all of this and still have not received your refund, please contact us at verogoods1@gmail.com
Exchanges
We do not offer direct exchanges. If you need a different size, color, or product, please place a new order for the item you want. If the original item is faulty or incorrect, we will process a refund as outlined above.
Australian Consumer Law
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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes any guarantees, warranties, representations, or conditions which cannot be excluded under the Australian Consumer Law or any other applicable law.
Contact Us
If you have any questions about our Refund and Return Policy, or if you wish to request a refund or replacement, please contact us:
- By email: verogoods1@gmail.com
- Response time: Within 72 hours