We want you to love your Valero Home purchase. This policy explains how returns, refunds and cancellations work. It doesn’t limit your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

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 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.

This means that if an item is faulty, damaged on arrival, not as described or not what you ordered, you can ask for a remedy no matter where you are in the 30-day change-of-mind window below.

Damaged, faulty or incorrect items

  • Email info@valerohome.com with your order number, a short description of the problem and photos of the item and packaging.
  • We’ll arrange a repair, replacement or refund in line with the Australian Consumer Law.
  • We’ll cover reasonable return delivery costs for items that are faulty, damaged in transit or not what you ordered.

Change-of-mind returns (30 days)

On top of your consumer guarantees, we accept change-of-mind returns within 30 days of delivery. To be eligible, the item must be unused, unassembled, in the same condition you received it and, where possible, in its original packaging.

  • Return delivery costs for change-of-mind returns are paid by you, unless we tell you otherwise.
  • Items that have been used, assembled, altered or damaged after delivery can’t be returned for change of mind. This does not affect returns for faulty or damaged goods.
  • Gift cards can’t be returned for change of mind.

How to start a return

  1. Email info@valerohome.com with your order number and the item(s) you’d like to return.
  2. We’ll reply with return instructions. Please don’t send items back before contacting us, as we may not be able to match them to your order.
  3. Pack the item securely so it isn’t damaged on the way back to us.

Refunds

Once we’ve received and checked your return, we’ll email you to confirm. Approved refunds are paid in Australian dollars to your original payment method. We process refunds within 5 business days of approval; your bank or card provider may take a further 5–10 business days to show it on your statement. For details on card refunds, see Payments & Security.

Cancellations

You can cancel your order free of charge any time before it’s dispatched. Email us with your order number and we’ll refund you in full. Once an order has been dispatched, it can be returned under this policy instead.

Exchanges

If you’d like a different colour or item, the quickest way is to return the original for a refund and place a new order. If you need help, just email us.

Questions?

Email info@valerohome.com or visit our Contact page and we’ll be happy to help.