Return and Refund Policy

Last updated: 8 December 2025

At Vela Oceania, operated by Lumine, your satisfaction is our priority. If you're not fully happy with your purchase, we offer a clear and straightforward return process.

1. Return Eligibility

You may return any item within 30 days of delivery, provided it is in its original, unused condition and includes all original packaging and tags. Please include a tracking number with your return. Once we receive the returned item, we will issue a full refund of the purchase price to your original payment method.

2. How to Initiate a Return

To begin the return process:

  • Contact our customer service team at Contact@velaoceania.com

  • You will need to arrange and cover the return shipping yourself. You can do this by visiting your local post office or preferred shipping provider.

  • Package the item securely and ship it back using a tracked or insured shipping method to the following address:

Return Address
Suite 1094, 10 Albert Avenue
Broadbeach QLD 4218
Australia

  • You will receive updates throughout the return process

  • Once we receive the returned item, we will notify you and issue a refund within 14 business days (Monday to Friday)

3. Return Shipping Costs

Standard Returns
If the return is due to change of mind, incorrect selection, or sizing issues, returns are always free.

  • We recommend using a tracked or insured postal service

  • Vela Oceania is not responsible for lost or damaged items during return shipping

Faulty or Incorrect Items
If your order is faulty, damaged, or incorrect, we will cover the full cost of return shipping.

4. Faulty or Damaged Items

If you've received a faulty or damaged product, please contact us within 48 hours of receiving your order. Provide:

  • Your order number

  • A clear description of the issue

  • The item affected

  • Photographic evidence of the damage or defect

5. Wrong Item Received

If the item received is not what you ordered, please contact us within 48 hours and include:

  • Your order number

  • The item you expected

  • The item you received

  • A photo of the received item

6. Exchange Policy

We offer direct product exchanges. If you would like a different item:

  • Contact our customer support to arrange a Exchange.

7. Refund Policy

Once your return is received and inspected, we will notify you via email.

  • If approved, a refund will be issued within 14 business days (Monday to Friday) to your original payment method

  • Refunds may be denied for items showing signs of use, damage, or missing parts

8. International Returns

Customs duties, import taxes, and additional fees may apply depending on your location and remain the customer’s responsibility.

9. Order Not Received

If your order does not arrive within the estimated delivery window, please contact us. If the parcel is confirmed as lost, we will issue a replacement or a full refund.

10. Final Notes

Vela Oceania reserves the right to update this return policy at any time. Any changes will be posted on our website and will apply to future orders from the date of publication.

Company name: Lumine
Address: Suite 1094, 10 Albert Avenue, Broadbeach QLD 4218, Australia
Company number: 76538287
E-Mail: Contact@velaoceania.com
Contact form: Contact
Phone: +61468066092

Our customer service is available Monday to Friday, from 9:00 AM to 5:00 PM (AEST)