Refund policy

At Velas, every candle, diffuser, and product is made by hand in small batches and dispatched with care. We take pride in the quality of everything that leaves our hands and hope you love what arrives in yours.

CHANGE OF MIND

As our products are handcrafted and scented goods, we are unable to accept returns or offer refunds for change of mind purchases. We encourage you to explore our full scent descriptions, note breakdowns, and fragrance character guides before purchasing - they are written to help you find exactly the right scent for your space and mood.

If you are unsure, our team is always happy to help you choose – just reach out to us via email before you buy.

DAMAGED, FAULTY OR INCORRECT ITEMS

If your order arrives damaged, faulty, or different from what you ordered - we want to make it right. Please email us within 24 hours of receiving your order with the following:

• Your order number
• A brief description of the issue
• A photograph of the damage or fault

We will assess your claim promptly and where eligible, offer a replacement, store credit, or refund at our discretion.

 

For any questions about your order, please contact us at hello@velas.com.au. We are a small, independent business and we genuinely appreciate your support.