Refund & Returns Policy

Last Updated: November 2025 Pacific Crest Trading PTY LTD ("Velox Trade", "we", "us", or "our") is committed to ensuring customer satisfaction in accordance with the Australian Consumer Law (ACL). This Refund & Returns Policy outlines the terms and conditions for returning products and requesting refunds. Your Rights Under Australian Consumer Law Under the Australian Consumer Law, you have guaranteed consumer rights including products must be of acceptable quality, match their description, and be fit for purpose. These rights cannot be excluded. 1. Return Eligibility We accept returns within 30 days of delivery for wholesale orders. To be eligible for a return, items must meet the following conditions: - Items must be in original, unused condition - Original packaging must be intact - All accessories and documentation must be included - Custom-made or specially ordered items cannot be returned unless defective 2. Return Process To initiate a return: 1. Contact us at [email protected] or call +61 480854129 2. Provide your order number and reason for return 3. Await return authorization and shipping instructions 4. Pack items securely in original packaging 5. Ship items to the address provided 3. Refund Processing Once we receive and inspect the returned items: - Inspection will be completed within 7 business days - Refunds will be processed within 14 business days after approval - Refunds will be issued in Australian Dollars (AUD) to the original payment method - You will receive email confirmation once refund is processed 4. Return Shipping Costs - Return shipping costs are the responsibility of the buyer - Exception: Returns due to our error or defective products (we cover shipping) - We recommend using a trackable shipping service 5. Damaged or Defective Items If you receive damaged or defective items: - Contact us immediately upon delivery - Provide photos of the damage/defect - We will arrange replacement or full refund at no cost to you 6. Non-Returnable Items The following items cannot be returned: - Custom-made furniture built to your specifications - Specially ordered items - Items damaged due to misuse or improper care - Items returned without prior authorization 7. Exchanges We do not offer direct exchanges. If you need a different item, please return the original item for a refund and place a new order. 8. Contact Us For questions about returns and refunds: - Email: [email protected] - Phone: +61 480854129 - Address: 8 Adelaide Street, BRISBANE CITY QLD 4000, Australia We are committed to resolving any issues promptly and fairly.