At Velvera, we are committed to ensuring your satisfaction with every purchase. If you have received a damaged or incorrect product, please refer to the policy below to determine your eligibility for a refund or replacement.
1. Refund & Replacement Eligibility
A refund or replacement request will only be considered if all of the following conditions are met:
- The buyer must provide a clear, uninterrupted video of the package being opened.
- The video must:
- Start before the package is opened.
- Clearly show the shipping label.
- Capture the entire unboxing process and reveal the product inside.
- Videos that are edited, begin mid-way, or do not clearly show the issue will not be accepted.
Eligible scenarios include:
- Receipt of a wrong product.
- Receipt of a product that is damaged or unusable due to transit-related handling.
Claim Timeline: You must raise the request within 24 hours of delivery.
2. Return Process
If your claim is approved:
- The item must be returned in its original packaging, unused, and undamaged.
- Return / Replacement / Damage request must be raised in 24 hours.
- A refund or replacement will be processed only after we receive and inspect the returned product.
3. What Is Not Covered
Refunds or replacements will not be provided for:
- Minor variations in color, size, texture, or design due to screen display, lighting, or natural material characteristics.
- Damage that occurs after opening the package (e.g., due to mishandling, water exposure, or improper storage).
- Products returned without the required unboxing video.
- Delivery delays caused by couriers, weather, or other factors beyond our control.
4. Timeline for Resolution
- Replacement Timeline:
- Once the returned product is received and approved, the replacement item will be dispatched and delivered within 5–7 working days.
- Refund Credit Timeline:
- If a refund is approved, it will be credited within 7–10 working days and credited to your original method of payment.
5. Decision Process
- All claims are carefully reviewed.
- The resolution may include a full refund, replacement, or partial compensation, based on the nature of the issue.
- The final decision regarding the claim will be made by Velvera and shall be binding.
6. Shipping Policy
Order will be delivered in 5-7 business days
7. Contact Us
If you’ve received a damaged or incorrect item and meet the eligibility conditions, please contact us immediately with your video proof:
📧 Email: support@velvera.in
📞 Phone / WhatsApp: +91 63795 00192
We deeply value your trust and are committed to ensuring a transparent and fair resolution process for all our customers.