Refund policy

Last updated: 28 August 2026

Our 30-day change-of-mind return promise

Volantero accepts eligible change-of-mind return requests made within 30 days after delivery. This voluntary promise is additional to, and does not replace, rights under the Australian Consumer Law.

To qualify for a change-of-mind return, the item must be unworn other than as reasonably necessary to inspect or try it on, unwashed and have its original tags attached. Where reasonably possible, it should also be returned in its original packaging. Proof of purchase is required.

How to request a return

Before sending an item, email support@volantero.com with:

  • your order number;

  • the item you wish to return;

  • the reason for the return; and

  • photographs if the item is faulty, damaged, incorrect or not as described, where reasonably available.

We will assess the request and provide return instructions and a return reference. Not having photographs does not automatically limit rights or remedies under the Australian Consumer Law.

Authorised returns must be sent to:

VOLANTERO RETURNS
35 Jordan Cl
Altona VIC 3018
Australia

Please contact us before returning an item. This allows our warehouse to identify and process the parcel. Sending an item without a return reference may delay processing but does not limit any right or remedy that cannot lawfully be excluded.

Change-of-mind return costs

For an eligible change-of-mind return, the customer is responsible for return postage. We do not charge a restocking fee.

Original delivery charges, if any, are not refundable for a change-of-mind return unless required by law.

Use a tracked postal service and retain proof of posting. The customer is responsible for the return parcel until it reaches our authorised returns facility, except where Volantero arranged the carrier or the law provides otherwise.

Faulty, unsafe, damaged, incorrect or misdescribed goods

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Customers may be entitled to a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage. Customers may also be entitled to a repair or replacement if goods are not of acceptable quality and the failure is not major.

If a product has a major problem, the customer may reject it and choose a refund or replacement, or keep it and seek compensation for its reduction in value.

If a problem is minor, we may choose to provide a free repair within a reasonable time. If we cannot or will not remedy the problem within a reasonable time, the customer may be entitled to have it repaired elsewhere and recover reasonable costs, or to receive a replacement or refund.

Products that can be posted or easily returned should normally be returned to us for assessment. If we confirm that the product has a problem covered by the Australian Consumer Law, Volantero will reimburse reasonable return costs. Please retain evidence of postage or transport costs.

For products that are large, heavy or difficult to return because of the nature of the problem, we will arrange collection at our expense within a reasonable time where required by law.

If an assessment finds that the product does not have a covered problem, we may require the customer to pay reasonable collection or inspection costs, but we will provide a reasonable estimate of those costs before arranging collection.

Depending on the product and circumstances, we may provide a prepaid label, arrange collection or reimburse reasonable postage. Do not dispose of an allegedly faulty or unsafe product unless we instruct you to do so.

Faulty goods do not need to be in their original packaging, although proof of purchase may be required.

Items excluded from voluntary change-of-mind returns

Unless faulty or otherwise covered by a non-excludable legal right, our voluntary change-of-mind policy does not apply to:

  • personalised or made-to-order goods;

  • Swimwear where an applicable hygiene seal or protective liner has been removed or damaged;

  • underwear, earrings, cosmetics or similar hygiene-sensitive goods where the hygiene seal has been removed;

  • gift cards; or

  • items clearly marked as final sale before purchase.

Sale and final-sale items remain covered by the Australian Consumer Law where applicable.

Exchanges

We do not process direct change-of-mind exchanges. To order a different size, colour or product, return the eligible original item for a refund and place a new order.

This process does not affect remedies for faulty, incorrect, unsafe or misdescribed goods.

Refund method and timing

Approved change-of-mind refunds are issued to the original payment method.

Refunds required under the Australian Consumer Law will generally be provided using the original form of payment unless Volantero and the customer agree otherwise.

We aim to assess a returned item within five business days after it reaches our returns facility and issue any approved refund promptly.

After we issue a refund, the bank or payment provider may require additional processing time. Contact us if the refund has not appeared within 10 business days after our confirmation.

For voluntary change-of-mind returns, we may make a reasonable deduction where an item has been used, damaged or handled beyond what was reasonably necessary to inspect or try it on. This does not apply where a full refund is required under the Australian Consumer Law.

Cancellations before dispatch

Contact support@volantero.com as soon as possible if you wish to cancel an order.

We will try to stop processing but cannot guarantee cancellation once fulfilment has begun. If the order has already been dispatched, the applicable return rules above will apply.

Contact information

Store: Volantero
Operator: GCL Ventures LLC, trading as Volantero
Kentucky Organization No.: 1554057
Business address: 212 N. 2nd St. STE 100, Richmond, Kentucky 40475, United States
Australian warehouse and authorised returns address: 35 Jordan Cl, Altona VIC 3018, Australia
Email: support@volantero.com
Phone: +61 3 9021 6982
Customer service hours: Monday–Friday, 9:00 am–5:00 pm Australian Eastern Time

Customers can also use our Contact Us page. Delivery information appears in our Shipping Policy, and payment and refund-method information appears in our Payment Policy.