Returns & Refunds Policy
Last updated: September 28, 2026
At UMVELLO, we want customers to receive products that work as described and meet applicable consumer guarantees.
This Returns & Refunds Policy explains how refunds, remedies, cancellations, and product issues are handled for purchases made through umvello.com.
UMVELLO currently offers digital products and initially serves customers in Australia. We may offer physical products and expand to additional international markets in the future.
Nothing in this policy is intended to exclude, restrict, or modify any consumer right or remedy that cannot lawfully be excluded, restricted, or modified.
1. Digital Products
UMVELLO currently sells digital products, which may include downloadable files, browser-based tools, templates, planners, organisational tools, guides, or other digital materials.
Because digital products can generally be accessed, downloaded, or used shortly after purchase, different refund considerations apply to digital products compared with physical goods.
This does not affect any rights you may have under applicable consumer law.
2. Change of Mind — Digital Products
UMVELLO does not generally offer refunds for a simple change of mind after a digital product has been delivered, downloaded, accessed, or made available to the customer.
Examples of change of mind may include:
- deciding that you no longer want the product;
- purchasing the product accidentally and accessing or downloading it;
- finding another product you prefer;
- deciding that you no longer have a use for the product; or
- failing to review clearly disclosed product information or compatibility requirements before purchasing.
However, we may consider exceptional circumstances at our discretion.
This change-of-mind policy does not limit any rights or remedies available under the Australian Consumer Law or other applicable laws.
3. Problems With a Digital Product
If you experience a problem with an UMVELLO digital product, please contact us at support@umvello.com.
Please provide, where relevant:
- your order number;
- the email address used for the purchase;
- the name of the product;
- a description of the problem; and
- screenshots or other information that may help us understand the issue.
We may reasonably assess the product and the reported problem before determining the appropriate solution.
Where appropriate, we may first assist with access, provide another download or access method, correct a technical issue, or provide other reasonable troubleshooting.
Nothing in this process delays or removes a remedy that you are legally entitled to receive.
4. Faulty or Misdescribed Digital Products
If a digital product is faulty, materially different from its description, does not provide functionality that was represented at the time of purchase, or otherwise fails to comply with an applicable consumer guarantee, you may be entitled to a remedy.
Depending on the circumstances and applicable law, a remedy may include:
- correction of the problem;
- replacement;
- renewed access;
- refund;
- cancellation; or
- another remedy required by law.
The appropriate remedy may depend on the nature and seriousness of the problem.
5. Australian Consumer Law
For purchases covered by the Australian Consumer Law (ACL), products and services come with consumer guarantees that cannot be excluded by this policy.
If a product or service fails to meet an applicable consumer guarantee, you may be entitled to a remedy.
For a major failure with goods, Australian consumers may generally choose between a refund or replacement and may also have rights concerning reasonably foreseeable loss or damage.
For a minor failure, the supplier may generally have an opportunity to provide an appropriate remedy within a reasonable time.
Rights and remedies depend on the circumstances and the applicable provisions of the Australian Consumer Law.
Our change-of-mind policy does not replace, restrict, or override these statutory rights.
6. Access and Download Problems
If you successfully purchase a digital product but do not receive the expected download, access link, or delivery instructions, contact support@umvello.com.
We will make reasonable efforts to verify the order and restore or provide the appropriate access.
A temporary access or delivery problem does not automatically mean that a product is defective where the problem can reasonably be corrected.
However, your rights under applicable consumer law remain unaffected.
7. Local Data and Backups
Some UMVELLO digital tools may store information locally on your device or browser.
Customers should follow the backup or export instructions provided with the applicable product where those features are available.
Loss of locally stored information resulting from clearing browser storage, deleting files, replacing a device, or other customer-controlled actions may not itself constitute a product failure.
This does not limit rights that may apply where data loss results from a fault in the product or another circumstance covered by applicable law.
8. Duplicate Purchases
If you accidentally purchase the same UMVELLO digital product more than once, contact support@umvello.com as soon as possible.
We will review the orders and circumstances and, where appropriate, may refund the duplicate transaction.
9. Order Cancellations
If you wish to cancel an order, contact us as soon as possible.
To request a cancellation, email support@umvello.com and include your order number and the email address used for the purchase.
For digital products, we may be unable to cancel an order after the product has already been delivered, downloaded, accessed, or made available.
However, this does not affect any cancellation, refund, or other remedy required by applicable law.
10. Approved Refunds
Where a refund is approved or required, UMVELLO will generally issue it to the original payment method used for the purchase.
After UMVELLO processes a refund, additional processing time may be required by your bank, card issuer, payment provider, or financial institution before the funds appear in your account.
Processing times controlled by payment providers or financial institutions are outside UMVELLO’s direct control.
11. Physical Products
UMVELLO may offer physical products in the future.
Before or when physical products become available, additional return information may apply concerning matters such as:
- change-of-mind returns;
- return periods;
- product condition;
- return shipping;
- damaged or incorrect products;
- delivery problems; and
- exchanges.
Any additional conditions applicable to physical products will be communicated through this policy, the relevant product page, or other information provided before purchase.
Regardless of any commercial return policy, mandatory consumer rights will continue to apply.
12. International Customers
UMVELLO initially serves customers in Australia and may expand to other countries and regions.
Refund, cancellation, return, and consumer-protection rights may differ depending on the customer’s location.
Where applicable mandatory law provides rights or remedies that cannot be excluded by this policy, those rights and remedies will apply.
13. Abuse and Fraud
UMVELLO may investigate refund requests where there are reasonable indications of fraud, misuse, duplicate claims, unauthorised transactions, or abuse of digital product access.
We may request information reasonably necessary to verify a transaction or claim.
This section does not permit UMVELLO to deny a consumer remedy that is required by applicable law.
14. Changes to This Policy
We may update this Returns & Refunds Policy to reflect changes to our products, business operations, markets, customer-service processes, or applicable legal requirements.
The latest version will be posted on this page with an updated “Last updated” date.
Changes will not remove consumer rights that cannot legally be excluded.
15. Contact Us
If you have a question about a refund, product problem, order, or consumer remedy, contact:
UMVELLO
Email: support@umvello.com
Website: umvello.com
Please include your order number and the email address used for the purchase when contacting us about an order.