Refund policy
At Welora, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a change-of-mind return, your item must be:
- Unworn and unused
- In its original condition
- With all original tags attached
- In its original shoe box and packaging
- Accompanied by your receipt or proof of purchase
These conditions apply to change-of-mind returns only and do not limit your rights under the Australian Consumer Law (see below).
To start a return, please contact us at info@welora.com.au with your order number. Once your return is approved, we will provide the return address and instructions. Kindly note that for change-of-mind returns, the customer is responsible for the cost of return shipping. If an item is faulty, damaged, or incorrect, Welora will cover the reasonable cost of return shipping in accordance with the Australian Consumer Law.
Items sent back to us without first requesting a return will not be accepted.
Damaged or Incorrect Items
Please inspect your order as soon as it arrives. If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery at info@welora.com.au.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
We'll assess the issue and, depending on its nature, offer a repair, replacement, or refund in accordance with your rights under the Australian Consumer Law.
If a fault appears later or under normal use, please contact us regardless of this timeframe — your rights under the Australian Consumer Law are not affected by this 48-hour window.
Exchanges
If you would like a different size or colour, we recommend returning your original item and placing a new order once your return has been approved.
Non-Returnable Items
Returns cannot be accepted for:
- Gift Cards
- Final Sale or Clearance items
- Products that have been worn, damaged, or altered after delivery (outside of a manufacturing fault)
- Products returned without their original packaging
These exclusions apply to change-of-mind returns only. They do not limit or exclude your rights under the Australian Consumer Law, including your right to a repair, replacement, or refund where an item has a fault the law considers significant.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@welora.com.au.
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL). Where the ACL applies, you are entitled to a repair, replacement, or refund for a major failure, and 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.