Return and Refund policy

Thank you for choosing Vera Jani, where we blend timeless elegance with modern design. We are dedicated to providing a smooth, transparent, and satisfying shopping journey, and should your purchase not meet your expectations, we offer a fair and straightforward Returns and Refund Policy designed for your complete convenience and peace of mind. We proudly adhere to the highest standards of consumer protection, and this policy is meticulously crafted in accordance with the Australia Consumer Guarantees Act 1993 (CGA). We want to assure you that your statutory rights under Australia consumer law remain fully protected and are at the core of our commitment to you.

30-Day Elegance Guarantee: Our Return Window

We want you to feel entirely confident in your Vera Jani selections, which is why you have ample time to ensure your new garments are the perfect fit for your wardrobe. We gladly accept returns within 30 days from the date your order was delivered to your address. To be eligible for a refund, the returned item must strictly meet certain standards: the garment must be unused, unworn, and unwashed, and it must be in its original, resaleable condition and returned in its original packaging.

Furthermore, all original tags must remain attached to the garment, and a proof of purchase (such as your order confirmation or packing slip) must be included with the return package. Please note that items exhibiting clear signs of wear, alteration, physical damage, or missing tags may not be eligible for a refund, as they do not meet our criteria for acceptable quality returns.

Initiating the Return Process

To ensure your return is processed accurately and promptly, we kindly ask you to follow a simple, structured process. To initiate your return request, please contact our dedicated customer service team via email at support@verajani.com.

To help us speed up the process, ensure your message includes your Order Number (essential for tracking), the Name used on the order, and your Shipping Address. Once your request is thoroughly reviewed and approved, we will promptly send you comprehensive return instructions, which will include the correct return address and necessary shipping guidelines.

Return Shipping & Security

Your careful handling of the return package ensures a successful and timely refund. Customers are responsible for covering the cost of return shipping, except in the rare instance where the item was faulty, damaged, or incorrect upon delivery; in such cases, we will provide instructions for covered shipping.

We do not apply any restocking fees—the refund amount will reflect the full product price (minus original shipping, if applicable). We strongly advise using a Track & Trace service when returning your order, as if a parcel is lost in transit without tracking, Vera Jani cannot be held liable, and we will unfortunately be unable to issue a refund.

Refund Procedure & Timeline

Transparency is key during the final stages of the return process. After we receive and thoroughly inspect your returned item to ensure it meets all eligibility criteria, you will receive an email confirmation regarding the approval status. If approved, your refund will be processed and issued back to your original payment method within 10 business days of the approval date. Please note that while we process the refund immediately, the time it takes for the funds to reflect in your account may vary depending on your specific bank or payment provider's processing times. Original shipping fees are non-refundable unless the return is due to a faulty or incorrect item.

Non-Refundable Items & Hygiene Standards

For the protection of all our customers and to uphold our high quality and hygiene standards, certain items cannot be returned or refunded. These include: opened or used products (which violate hygiene standards), gift cards, store credit purchases, and custom or personalized products.

Damaged, Defective, or Incorrect Items (CGA Protection)

Should you receive a product that does not meet the "acceptable quality" or "fit for purpose" standards guaranteed by the CGA, please contact us immediately. You must report this issue within 7 days of delivery at support@verajani.com. Please provide your order details and clear photos showing the specific issue. Our team will swiftly assess the situation and offer a prompt solution, which may include a replacement, a full refund, or store credit, as appropriate and in full compliance with your rights under the CGA.

Exchanges and Order Modifications

To maintain efficiency and accuracy, we manage exchanges by following a simple two-step process: we do not offer direct exchanges for different sizes or products. To receive a different item, we ask you to simply place a new order through our website and return the original item for a full refund by following the standard return procedure outlined above.

Order Cancellations

Timeliness is key if you wish to cancel your order; please contact us as soon as possible at support@verajani.com. Orders can only be successfully cancelled before they enter the processing stage or are shipped. If your order has already shipped, please wait for it to arrive and then initiate the standard return procedure.

Customer Support & Transparency

Your satisfaction matters deeply to us, and we strive to ensure all refunds and returns are handled fairly, promptly, and transparently, in line with your consumer rights.

If you have any questions about this policy or the status of your return, please reach out to us at: support@verajani.com.

Our service hours are Monday – Friday, 9:00 AM – 5:00 PM (CET). This policy is designed to uphold and complement your robust statutory rights under Australia consumer law.