At Velana Mobility, we want you to be completely satisfied with your purchase. We understand that sometimes a product needs to be returned or exchanged, and we aim to make that process as clear and straightforward as possible. This policy explains how returns, refunds, exchanges and cancellations work for orders placed through velana.com.au. 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 return options described below — including our change-of-mind returns — are offered in addition to your rights under the Australian Consumer Law and do not limit or replace them.

30-Day Return Period

You have 30 days from the date you receive your order to request a return. Requests made after 30 days may not be accepted, except where your rights under the Australian Consumer Law apply (for example, a faulty product).

What Can Be Returned

  • Faulty or damaged items. If your product arrives damaged, defective, or develops a manufacturing fault, you are entitled to a remedy. This includes manufacturing defects, functional failures and transport damage.
  • Incorrect items. If you receive a product different from the one you ordered, we will arrange a return or exchange at no cost to you.
  • Change of mind. Returns for change of mind, ordering by mistake, or no longer needing the item are accepted within the 30-day period. Opened or lightly used products may still be returned provided they are in good working order, free from damage, show no obvious signs of use, include all original accessories, and are returned in the original packaging. For change-of-mind returns, the customer is responsible for return shipping costs.

How to Start a Return

Please contact our team before sending anything back. To begin, email sales@velana.com.au or call 08 6186 0001 and include:

  1. Your order number.
  2. The reason for the return.
  3. Clear photos of the product and the original packaging from all angles — including all sides, corners, accessories and internal packaging materials.

These photos help us confirm the product’s condition before it is shipped and determine responsibility if any damage occurs in transit. Once we have reviewed your request, we will confirm the correct return address and provide a return shipping label where applicable. Returns sent without prior contact or the required photos may affect refund processing.

Condition of Returned Items

Items must be returned in their original condition with all labels, accessories and original packaging included. For safety and hygiene reasons, we may decline a return if a product shows signs of wear, use or damage beyond what is reasonable for inspection. This does not affect your rights in relation to faulty goods under the Australian Consumer Law.

Refunds

Once our warehouse receives and inspects the returned product and confirms it meets the return conditions, we will process your refund within 3–5 business days. Refunds are issued to the original payment method used for the purchase; we are unable to refund to a different card, account or by bank transfer. The time for the refund to appear in your account depends on your card issuer or payment provider, and is typically 7–15 business days.

Order Cancellations

Orders can be cancelled free of charge before they are shipped, for a full refund. Once an order has shipped, cancellation is no longer available. If you still wish to cancel after shipment, you may decline delivery on arrival; in that case, outbound and return shipping costs may be payable by the customer.

Return Shipping Costs

  • If the return is due to our error — such as a faulty product or an incorrect item — we cover the return shipping cost and there are no handling fees.
  • If the return is for a change of mind or an incorrect choice of model or colour, the customer is responsible for return shipping. This applies even to orders that were delivered with free shipping.

Exchanges

If you would like to exchange your product for a different model, let us know when you contact us and we will guide you through the process. There are no additional handling fees for exchanges.

NDIS-Funded Orders

If your order was funded through the NDIS, please contact us before starting a return so we can coordinate with you and, where relevant, your plan manager. Returns and refunds for NDIS-funded items may need to follow additional steps, subject to your plan and approval.

Contact Us

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

We aim to respond within one business day.

Velana Mobility may update this Return & 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.