Last updated: 20 August 2026
We accept eligible return or exchange requests within 7 days of delivery. To qualify:
VELVETO reserves the right to reject a return or exchange if the product does not meet these conditions.
We understand that finding the right fit online can sometimes be difficult. VELVETO offers one size exchange per eligible order, subject to availability. If your required size is unavailable, you may choose another available size of the same product. Eligible size exchanges do not attract the ₹200 return handling charge. Any applicable replacement delivery or logistics charge will be communicated before the exchange is processed.
For an exchange, the returned product must first pass our quality inspection.
Eligible products may be returned within 7 days from the date of delivery. All returns are subject to quality inspection after the product reaches VELVETO.
A return may be rejected if the product is found to be used, worn, washed, altered, damaged, stained, missing tags/packaging, or different from the product originally supplied, or is otherwise not in genuine unused and resalable condition.
If a returned product fails inspection, the return and refund may be rejected. The customer will be informed of the reason for rejection. If the customer wishes to have the rejected product sent back, the applicable return-to-customer shipping charges will be payable by the customer.
Initiating a return does not guarantee approval or a refund. Approval is confirmed only after the returned product has been received and successfully inspected by VELVETO.
For a customer-initiated return due to size preference, change of mind, personal preference, or any reason unrelated to a defect or error by VELVETO, a ₹200 return handling charge per return request may be deducted from the refundable amount. This charge helps cover operational costs associated with return processing, quality inspection, reverse logistics coordination, packaging handling and payment processing. The applicable return handling charge will be communicated or reflected during the return process, wherever applicable.
Size exchanges do not attract the ₹200 return handling charge when the exchange is eligible under this policy. Any applicable replacement delivery or logistics charge will be communicated before the exchange is processed.
For a wrong product, wrong size sent by VELVETO, a qualifying manufacturing defect, significant damage before delivery, or material mismatch with the product ordered, VELVETO will bear the applicable return handling and reverse-logistics cost and will not deduct the ₹200 charge from the customer's eligible refund.
Where a return is rejected after inspection because the product does not satisfy the return conditions, any applicable cost of sending the rejected product back to the customer may be payable by the customer.
If you receive the wrong product, the wrong size sent by VELVETO, a product with a manufacturing defect, a product substantially damaged before delivery, or a product materially different from what was ordered, please contact us within 48 hours of delivery.
Where reasonably possible, please retain the original packaging until the issue has been resolved. VELVETO may request additional information or arrange an inspection before approving the resolution.
For high-value dispute resolution, customers are strongly encouraged to record an uninterrupted unboxing video showing the sealed package, shipping label and product from the moment the package is opened. An unboxing video is helpful evidence but is not the sole requirement for a legitimate defect, wrong-product or damage claim.
Once an eligible return has been received and successfully inspected, the applicable refund will be initiated to the original payment method or processed through the payment mechanism used for the order, as applicable. Refund processing time may depend on the payment provider and banking institution.
Original shipping charges, where applicable, may not be refundable for customer-initiated returns where the product was correctly supplied. Where the issue is attributable to VELVETO, including a wrong product, wrong size sent by VELVETO, or a qualifying product defect, VELVETO will provide the appropriate refund, replacement or other applicable resolution without deducting the ₹200 return handling charge.
For COD orders, any approved refund will require valid bank-account or other permitted payment details from the customer. VELVETO will never ask customers to share their OTP, UPI PIN, card PIN, CVV or account password for processing a refund.
The following are not eligible for return merely because the customer has changed their mind, selected the wrong size, or no longer wants the product:
This does not limit any rights available to a consumer where the product is defective, deficient, materially misrepresented, wrongfully supplied, or otherwise covered by applicable law.
Every returned product may undergo a quality inspection. The inspection may verify:
If a return fails the eligibility requirements, VELVETO may decline the requested return/exchange and arrange the product's return to the customer.
VELVETO reserves the right to investigate unusual, repeated or potentially fraudulent return activity. Examples may include:
Where there is reasonable evidence of abuse or fraud, VELVETO may decline the particular request, restrict future return privileges where legally permissible, or take other appropriate action. Nothing in this section affects legitimate consumer rights under applicable law.
Product colours may appear slightly different depending on the customer's display, lighting conditions and screen settings. Minor differences in colour reproduction that do not materially change the product are not considered manufacturing defects. However, if the product received is materially different from the product represented or ordered, please contact us so that the matter can be reviewed.
Contact VELVETO through the official customer-support channel with your order number.
Clearly state whether you require a return or size exchange.
Provide photographs/videos where requested.
Follow the return instructions provided by VELVETO.
Ship or hand over the product using the approved return method.
Once received, the product will undergo quality inspection.
After approval, the exchange or refund will be processed.
All exchanges are subject to stock availability. If the requested replacement is unavailable, VELVETO may offer an alternative eligible resolution, including a refund where applicable.
If an order is materially delayed beyond the communicated delivery schedule, please contact VELVETO. Where applicable under law, VELVETO will provide the appropriate remedy in accordance with the circumstances of the order.
If tracking indicates that an order has not been delivered, please contact VELVETO promptly. VELVETO may coordinate with the logistics partner to investigate the shipment and determine the appropriate resolution. Customers should not place a second order solely because an original shipment appears delayed without first contacting customer support.
Cancellation requests should be made as soon as possible after placing an order. Once an order has entered processing, packing or shipment, cancellation may no longer be possible. If an order cannot be cancelled because it has already been dispatched, the applicable return process will apply.
Products purchased during promotions, sales or with discount codes remain subject to this Return, Exchange & Refund Policy. Unless specifically stated otherwise on the relevant product or promotion, promotional pricing does not remove applicable rights relating to defective, incorrect or materially non-conforming products.
If an eligible gift order is returned, the refund may be issued to the original purchaser/payment method, subject to the applicable refund rules.
Customers are responsible for providing accurate name, delivery address, contact number, email address, and order information. VELVETO is not responsible for delays or failed delivery caused by incorrect or incomplete information supplied by the customer.
This policy is intended to provide clear and fair guidelines for VELVETO customers. Nothing in this policy is intended to exclude, restrict or waive any mandatory rights or remedies available to consumers under applicable Indian law. Where applicable law provides a consumer with a right or remedy that is inconsistent with a provision of this policy, the applicable law will prevail.
For return, exchange or refund assistance, please contact VELVETO through the customer-support details provided on the official VELVETO website. Please keep your order number available when contacting us.