Refund Policy

This Refund Policy explains when refunds apply to orders placed through velana.com.au, how refund amounts are calculated, and how long they take to reach you. For details on how to send an item back, please see our Returns & Exchanges page. Velana products are supplied by Australian Healthcare Supplies, a registered NDIS provider based in Perth, Western Australia.

Your Rights Under 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

The refund options described on this page are offered in addition to your rights under the Australian Consumer Law and do not limit or replace them.

When a Refund Applies

  • ✓ Faulty or damaged goods. If a product arrives damaged, is defective, or develops a manufacturing fault, you may be entitled to a refund, replacement or repair. Where the fault is a major failure, you may choose a refund.
  • ✓ Incorrect item supplied. If you receive a product different from the one you ordered, you are entitled to a full refund including any shipping you paid.
  • ✓ Change of mind. Refunds for change of mind are available within 30 days of receiving your order, provided the item meets the condition requirements set out on our Returns & Exchanges page. Return shipping is payable by the customer.
  • ✓ Cancelled orders. Orders cancelled before dispatch are refunded in full.
  • ✓ Undelivered orders. If your order cannot be delivered or is lost in transit, we will arrange a replacement or a full refund.

How Much You Receive

Faulty, incorrect or undelivered items

a full refund of the purchase price, plus any shipping charges you paid.

Change of mind

a refund of the purchase price. Original outbound shipping is not refunded, and return shipping is at your cost. This applies even where your order was delivered with free shipping.

Partial refunds

we may reduce a refund where an item is returned with missing accessories or packaging, or shows damage or wear beyond what is reasonable for inspection. We will always contact you before applying a partial refund. This does not affect your rights in relation to faulty goods.

Refund Processing Times

Once your returned item reaches our warehouse and passes inspection, we process refunds within 3–5 business days. You will receive confirmation by email when your refund has been issued.

Refunds are returned to the original payment method used for the purchase. We are unable to refund to a different card, account, or by bank transfer. After we issue the refund, the time it takes to appear in your account depends on your bank or payment provider — typically 7–15 business days.

Late or Missing Refunds

If your refund has not appeared after 15 business days from our confirmation email, please check with your bank or card provider first, as processing times vary between institutions. If it still has not arrived, contact our team with your order number and we will follow it up for you.

NDIS-Funded Orders

Where an order was funded through the NDIS, refunds are generally returned to the party that paid the invoice — for plan-managed orders this is usually your plan manager rather than you directly. Please contact us before requesting a refund so we can coordinate the correct process with you and, where relevant, your plan manager. Refunds for NDIS-funded items may involve additional steps and are subject to your plan and approval.

Warranty Claims

If a fault appears after the 30-day return period, your product may still be covered under warranty. Please see our Warranty page for cover periods and how to lodge a claim, or contact our team and we will help you work out the best option.

Contact Us

For any questions about refunds, our team is here to help:

We aim to respond within one business day.

Velana Mobility may update this Refund Policy from time to time. Please review it periodically for any changes. This policy does not limit your rights under the Australian Consumer Law.