Return and Refund Policy

Last Updated: September 1, 2026

At VELORA, we want you to feel confident when shopping with us. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under this Policy, we will work with you to provide an appropriate solution.

This Return and Refund Policy explains when returns, exchanges, replacements, and refunds may be available. Nothing in this Policy is intended to limit any mandatory rights or remedies available to consumers under applicable Indian law.

1. Return Eligibility

To be eligible for a return, the product generally must:

Be returned within 7 days of delivery.
Be unused and in its original condition, unless the return relates to a defective, damaged, or incorrect product.
Include the original packaging, tags, accessories, manuals, or other items supplied with the product, where applicable.
Not have been damaged, altered, washed, misused, or modified by the customer.
Meet any additional product-specific return conditions displayed at the time of purchase.

We may request photographs, videos, order details, or other reasonable information to verify the condition and eligibility of a returned product.

2. Return Timeframe

Return requests must be submitted within 7 days from the date the order was delivered.

To request a return, contact us at helloshopevelora@gmail.com and provide:

Order number
Name used for the order
Product name
Reason for the return
Photographs or videos, where relevant

Returns requested after the applicable period may not be accepted unless required by applicable law or otherwise approved by us.

3. Return Process

Once we receive your return request, we will review it and notify you whether the request has been approved.

If approved, we will provide return instructions, including the applicable return address or pickup procedure.

Please do not send a product back to an address that has not been provided or confirmed by VELORA.

Returned products may be inspected after receipt. Approval of a return request does not necessarily mean that a refund will be issued before the returned product has been received and verified, where inspection is required.

4. Refund Process and Timing

Once an eligible return has been received and approved, we will initiate the applicable refund within 5–7 working days.

Refunds will generally be made to the original payment method where reasonably possible. Depending on the payment provider or financial institution, additional time may be required before the refund appears in your account.

For Cash on Delivery orders, refunds may be processed using an appropriate electronic payment method after the necessary customer details have been verified.

Shipping charges may or may not be refundable depending on the reason for the return, the shipping terms communicated at purchase, and applicable law.

We will not intentionally delay a refund once all required conditions for processing the refund have been satisfied.

5. Exchanges and Replacements

Where applicable, customers may request an exchange or replacement instead of a refund.

Exchange or replacement availability may depend on:

Product availability
Reason for the request
Product condition
Applicable return timeframe
Product-specific restrictions

If the requested replacement product is unavailable, we may offer a refund or another appropriate resolution, subject to applicable law.

6. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, materially different from the product ordered, or missing essential parts, please contact us at helloshopevelora@gmail.com as soon as reasonably possible, preferably within 7 days of delivery.

Please provide:

Order number
Description of the problem
Clear photographs of the product
Photographs of the packaging and shipping label, where relevant
Video evidence, where reasonably necessary to demonstrate the issue

We may investigate the issue with our fulfillment or shipping partner.

Depending on the circumstances, we may provide:

A replacement product;
A repair, where appropriate;
A refund; or
Another remedy required or permitted under applicable law.

Please keep the original product and packaging until the matter has been resolved.

7. Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law. These may include:

Products specifically marked as non-returnable;
Personalized or customized products;
Products that are perishable or have a limited shelf life;
Hygiene and personal-care products that cannot reasonably be returned for hygiene or safety reasons once opened, used, or unsealed;
Products damaged through customer misuse, negligence, or unauthorized modification;
Other products for which return restrictions were clearly disclosed before purchase.

Hygiene Category

For hygiene and personal-care products, returns may not be accepted once the product has been opened, unsealed, used, or otherwise handled in a manner that makes it unsuitable for resale, where such restriction is permitted by applicable law.

For products in this category, customers should carefully check the product details and return conditions before placing an order.

However, non-returnability of a hygiene product does not exclude applicable remedies where the product is received damaged, defective, materially different from what was ordered, or otherwise covered by mandatory consumer rights under applicable law.

8. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return.

Customer-Requested Returns

If a return is requested because you changed your mind, ordered the wrong product, selected the wrong variant, or for another reason not caused by VELORA, the customer may be responsible for applicable return shipping costs, subject to applicable law and the return terms communicated at the time of purchase.

Damaged, Defective, or Incorrect Products

If the product is confirmed to have arrived damaged, defective, or incorrect due to an issue attributable to us or our fulfillment process, VELORA will generally cover the applicable return shipping cost or arrange a return pickup, subject to verification and applicable law.

9. Products Damaged After Delivery

We are not generally responsible for damage caused by improper use, accidental damage, negligence, unauthorized modifications, or failure to follow product instructions after delivery.

This does not affect any rights you may have under applicable consumer-protection or other laws.

10. Failed Delivery and Refused Orders

If an order is returned to us because of an incorrect address, repeated failed delivery attempts, refusal to accept delivery, or other circumstances attributable to the customer, any refund or re-shipping arrangement will be handled according to the circumstances, our applicable policies, and Indian law.

Additional shipping or handling charges may apply where legally permitted and clearly communicated.

11. Refund Delays

If an approved refund has not appeared in your account after 5–7 working days, plus any additional processing period required by the payment provider, please contact us at helloshopevelora@gmail.com.

We may request transaction or payment details necessary to investigate the status of the refund.

12. Fraudulent or Abusive Return Activity

We reserve the right to investigate suspected fraudulent, abusive, or repeated misuse of our return and refund process.

Examples may include submitting false damage claims, returning products that were not purchased from us, intentionally damaging products, or repeatedly abusing return provisions.

Any action we take will be subject to applicable law and will not restrict mandatory consumer rights.

13. Contact Us

For return, exchange, replacement, or refund requests, please contact:

VELORA
Business Address: To be provided
Email: helloshopevelora@gmail.com
Website: https://shopevelora.xyz/
Customer Support Hours: Monday–Saturday, 10:00 AM–6:00 PM

Please include your order number in your communication so we can locate your purchase and assist you efficiently.