Refund policy

*Notice* Any items returned without any clear way to identify its origin (Name or Order Number) can not be guaranteed a refund.

Mistakes can happen, we are all human! We have a 30-day return policy from date of purchase, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start the process, please fill in the returns form and send the item back with the completed returns form, to the below address:

Email: sales@velocity-progear.com.au

Address: Platinum Lines Ltd, 28 Chris Drive, Lilydale VIC 3140

Phone: +61 (0)499 630 009

Defective and/or Damaged Products
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. We do not charge return shipping on defective or damaged products. 

For your responsibility ( Customer Remorse )

Please inspect your order upon reception and contact us immediately if the item that you purchased by mistake, doesn’t need anymore or if the wrong products are so that we can evaluate the issue and make it right. For your remorse products, you have to bear a certain amount for return shipping.

If your order has been delivered damaged, is unwanted or you've ordered the wrong item:

  • All return requests need to be emailed to: sales@velocity-progear.com.au
  • Any damaged items should be reported within 24 hours of delivery.

In instances of customer remorse, the cost of return shipping will be paid by the customer. 

Incorrectly supplied items
If you have received the incorrect item or you are missing items from your order, please inform us within 24 hours of receipt by emailing us at sales@velocity-progear.com.au

Non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Restocking Fee

If an item is returned in a condition where we cannot immediately resell it, such as a damaged box, missing labels or missing dust bag(where applicable) a $10 restocking fee will be deducted from your refund to cover the cost of re-packaging the item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Customs

You are liable for ANY customs or duties payable for delivery in your home country.

Warranty

For any warranty claims, please contact the below email address with a clear breakdown of:

  • The issue with the product
  • Images and/or videos to support the described issue
  • Your full name
  • Your order number
  • Any other details you think are relevant

sales@velocity-progear.com.au