Shipping & returns
Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
CHANGE OF MIND RETURNS
If you wish to return an item because you have changed your mind about your purchase, Melo Velo will offer you an exchange voucher or refund provided that:
- You return the item within 28 days of purchase;
- You produce adequate proof of purchase;
- The item is in re-saleable condition including that: it is unworn, unopened, unused and in its original condition;
If these requirements are not satisfied Melo Velo reserves the right not to offer an exchange voucher or refund for change of mind returns.
Melo Velo will accept product returns and provide you with an exchange voucher, refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match the sample or our description; and
- You can present your Melo Velo register receipt or other adequate proof of purchase.
Melo Velo reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.
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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return. When returning a product with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction. If Melo Velo agrees to the return without adequate proof of purchase, you will be asked to provide photo identification containing your full name, signature and expiration date, so that your name and signature can be verified. This information may be accessed by authorised Melo Velo team members for fraud investigations and fraud protection activities. Information collected on returns slips will be securely stored for a reasonable period of time and may be used for the purposes of research and analysis and may be disclosed to Government departments upon request as required by law.
MELO VELO’S RIGHTS
Melo Velo reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair; exchange or refund being refused.
Other adequate proof of purchase that is acceptable is:
- for online orders, an order number or the invoice details, which is provided in the confirmation email for the order;
- a credit card statement; or
- a bank statement.
However, when the proof of purchase does not clearly itemise the faulty goods, more than one type of proof of purchase may be required.
Refunds will be issued using your original payment method.
HOW TO RETURN A PRODUCT ORDERED FROM MELO VELO ONLINE
Products ordered at Melo Velo Online can be returned to any of our stores. You will need your tax invoice (email receipt) as information on this is needed as proof of purchase.
Alternatively, if a product is returned by mail, Melo Velo will cover the cost if the return is acceptable as well as the delivery back to you. For change of mind on returns or exchanges, delivery fees are non-refundable.