Cancellation & Refund Policy

1. Overview

Velano Gallery specialises in premium, made-to-order interior furnishings including Luxaflex window furnishings, designer wallpapers, custom flooring solutions, and related products and services. Due to the bespoke nature of our offering, each order is individually manufactured, cut, or sourced to the customer's exact specifications upon confirmation.

By placing an order with Velano Gallery, the customer acknowledges and agrees to the terms set out in this policy.

2. No Cancellations

Once an order has been confirmed and payment (or deposit) has been received, the order is immediately transmitted to our suppliers or production partners and manufacturing commences. Accordingly:

• Orders cannot be cancelled for any reason once confirmed.
• Velano Gallery does not offer order amendments or substitutions after confirmation.
• Customers are strongly encouraged to verify all measurements, product selections, colourways, and specifications prior to confirming their order.

In the event a customer requests cancellation after order confirmation, Velano Gallery reserves the right to retain all monies paid, including any deposit, as compensation for costs already incurred.

3. No Refunds

All sales are final. Velano Gallery does not provide refunds on any made-to-order products or services, including but not limited to:

• Luxaflex window furnishings (blinds, shutters, curtains, and associated hardware).
• Designer wallpapers (including Milton & King and other curated brands).
• Custom flooring solutions (engineered timber, hybrid/LVP, and related products).
• Any other product or service ordered to the customer's specified measurements or requirements.

This no-refund position applies regardless of the reason for the refund request, including change of mind, design changes, or a change in the customer's circumstances.

4. Deposits & Staged Payments

Where a deposit is required to confirm an order:

• The deposit is non-refundable and is applied directly toward the total order value.
• The remaining balance is due prior to, or upon, delivery and installation as agreed in the customer's quote or invoice.
• Failure to pay the balance on time may result in the order being placed on hold and additional storage or re-delivery fees being applied.

5. Faulty or Damaged Goods

Velano Gallery stands behind the quality of its products. If goods are received with a manufacturing defect or are damaged in transit, the following process applies:

• The customer must notify Velano Gallery in an email within 48 hours of delivery, with photographic evidence of the defect or damage.
• Velano Gallery will assess the claim and liaise with the relevant supplier or manufacturer on the customer's behalf.
• Where a defect or transit damage is confirmed, Velano Gallery will arrange for repair, replacement, or credit at its discretion, in accordance with the supplier's warranty terms.
• This clause does not constitute a right to a refund and is subject to the terms and conditions of the applicable supplier warranty.

Claims submitted outside the 48-hour notification window may not be accepted. Velano Gallery accepts no liability for damage caused after delivery and acceptance by the customer.

6. Installation Services

Where Velano Gallery coordinates or provides installation services:

• Installation fees are non-refundable once the installation has commenced.
• If an installation cannot proceed due to site conditions outside Velano Gallery's control (e.g., incorrect measurements provided by the customer, site not ready), a re-attendance fee will apply.
• Customers are responsible for ensuring the installation site is prepared and accessible at the agreed time.

7. Australian Consumer Law

This policy operates in addition to, and does not limit, any rights the customer may have under the Australian Consumer Law (ACL). Under the ACL, customers may be entitled to a remedy if goods have a major failure or are not of acceptable quality.

Velano Gallery will honour its obligations under the ACL where applicable. Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee that cannot lawfully be excluded.

8. Customer Acknowledgement

By proceeding with an order, the customer confirms that they have read, understood, and agreed to this Cancellation & Refund Policy. Customers are encouraged to raise any questions about products, specifications, or this policy prior to confirming their order.

Velano Gallery · ABN 74 688 969 655 · Augustine Heights QLD · Version 1.0 — June 2026