Refund policy

At Velocity 21, we want you to be happy with your purchase. If something isn't quite right, we're here to help.

30-Day Returns

We accept returns within 30 days of receiving your order for eligible items.

For change-of-mind returns, including incorrect sizing or unwanted purchases, we offer an exchange or store credit with no expiry date. We do not offer refunds for change of mind.

To be eligible for a change-of-mind return, items must:

Be unworn, unused and in their original condition.
Have all original tags attached and original packaging intact.
Be accompanied by proof of purchase or an order number.
Be returned within 30 days of receiving your order.

How to Request a Return

To arrange a return, please email info@velocity21.com.au with your order number and details of the item you wish to return.

Once your return has been authorised, please send your item to:

Velocity 21
398 Flinders Street
Townsville QLD 4810
Australia

Please contact us before returning an item, as unauthorised change-of-mind returns may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs for change-of-mind returns, including size exchanges.

We recommend using a tracked shipping service, as returns cannot be processed until the goods have been received and inspected.

For faulty, damaged or incorrectly supplied items, please contact us before returning anything so we can arrange an appropriate resolution, including return shipping where required by law.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible at info@velocity21.com.au.

Please include your order number, photos of the issue and a photo of the product barcode where available.

We'll assess the issue and arrange an appropriate remedy in accordance with Australian Consumer Law.

Sale Items & Gift Cards

Sale and clearance items are not eligible for change-of-mind returns.

Gift cards are non-refundable for change of mind.

These exclusions do not affect your statutory consumer rights.

Refunds

We do not provide refunds for change-of-mind purchases.

Where a refund is required under Australian Consumer Law or other applicable consumer protection laws, it will generally be processed to your original payment method.

Once approved, please allow up to 10 business days for the refund to be processed. Your bank or payment provider may require additional time for the funds to appear.

Your Consumer Rights

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and to compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply regardless of our 30-day change-of-mind return period or whether an item was purchased on sale.

For international orders, any mandatory consumer protection rights applicable in the destination country also remain unaffected.