Refund Policy

Our Approach to Returns

We want you to be genuinely happy with the lighting you buy from Offervelocityhub. If something is wrong with a product, arrives damaged, or simply does not suit the space the way you expected, contact us and we will work out a fair solution.

This policy explains how returns, exchanges and refunds work for purchases made online, over the phone or in person, and how they interact with your rights under the Australian Consumer Law.

Change of Mind Returns

We accept change of mind returns on standard stocked fixtures within 30 days of delivery, provided the item is unused, undamaged and still in its original packaging with all parts, globes and instructions included.

• Proof of purchase such as an invoice or order confirmation is required
• Returned goods must be clean, complete and free of install marks or cut cabling
• Return freight costs are the customer's responsibility for change of mind returns
• A restocking fee of 15 percent may apply to large or bulky fixtures
• Refunds are issued to the original payment method within 10 business days of inspection

Custom, Imported and Clearance Items

Specially made, custom-configured, imported and clearance items cannot be returned for change of mind reasons, as they cannot be resold or returned to the manufacturer. This is stated clearly on the product page and in your written quote before purchase.

If a custom item arrives faulty or differs materially from the agreed specification, you are fully covered by the fault and warranty provisions below.

Faulty, Damaged or Incorrect Goods

If a product arrives faulty, is damaged in transit, or is not the item you ordered, contact us within 7 days of delivery with photographs and your order number. We will arrange collection, replacement or a full refund at no cost to you, including all freight charges.

Under the Australian Consumer Law, you are entitled to a remedy for a major failure, which may include a refund or replacement of your choice. For a minor failure, we may choose to repair, replace or refund the item. You are also entitled to compensation for any reasonably foreseeable loss caused by the failure.

Installation and Service Refunds

Installation services are booked and performed by licensed tradespeople. If you cancel an installation booking with at least one full business day of notice, any deposit paid is refunded in full.

Cancellations with less than one business day of notice may attract a call-out fee to cover the scheduled labour. If our installation workmanship fails within the twelve-month warranty period, we will return and rectify the issue at no charge. Refunds for completed installation work are considered case by case and are not automatic where the work itself was performed correctly.

How to Start a Return or Claim

Email offervelocityhub@gmail.com with your order number, a short description of the issue and photographs where relevant. Alternatively, call our team on +61 3 9274 6351 during business hours.

Once we approve a return, we will provide a return address and, where applicable, arrange collection. Please do not send goods back before contacting us, as unapproved returns may be refused. This policy should be read together with our Terms and Conditions and our Privacy Policy.