Refund policy

Refund and return policy

Last updated: 12 November 2026

Every scale and keyboard sold here is checked before it is boxed. If it still disappoints you, it can come back within 30 days of delivery for a refund of what you paid.

Tell us before you post it

Write to service@velnarae.shop with your order number and what went wrong. You will get a reply within one business day giving the Hastings return address and a reference to put inside the parcel. A parcel that arrives without that reference has to be traced back to an order by hand, which can add a week to the refund.

What has to come back with it

A bathroom scale returns in its box with the four feet, the printed quick-start card and any AAA cells that shipped with it. A keyboard returns with its cable, its keycap puller if one was supplied, and the wrist rest or keypad that came in the same box. Units that have been opened to look at the load cells, dropped onto tile, or cleaned with a solvent are outside this policy.

When the fault is ours

A scale that reads a different number twice in a row, a display with dead segments, a key that registers twice or not at all: send a photograph or a short video of the behaviour and we treat it as faulty. Faulty goods are replaced or refunded with the return postage paid by us, and the Consumer Guarantees Act 1993 applies in full.

How long the refund takes

Returns are inspected within two business days of arriving in Hastings. Approved refunds go back to the original card or account within five business days; the bank's own posting time sits outside our control. Original postage is returned when the item was faulty, was damaged in transit, or was not the item you ordered.

Changing your mind

Changed your mind about the colour of a keypad or the size of a platform? Say so in the return email and we will hold the alternative while your parcel is in transit, so the swap happens once rather than twice.

MICHELLE RACHAEL CURRY
3 Davis Road, Longlands, Hawke’s Bay, Hastings 4172, New Zealand
Email: service@velnarae.shop
Phone: +64 3 489 9190