Terms & Conditions

1. Acceptance of these Terms

These Terms & Conditions (“Terms”) govern your access to and use of the VELVETO website, online store and related digital services (together, the “Website”), and your purchase of products offered by VELVETO (“Products”). By browsing the Website, creating an account, placing an order, or otherwise using the Website, you agree to these Terms and the policies expressly incorporated into them. If you do not agree, please do not use the Website or place an order. These Terms operate subject to applicable Indian law. Nothing in these Terms is intended to remove, restrict or waive a consumer right that cannot lawfully be excluded.

2. About VELVETO

VELVETO is a fashion and lifestyle brand offering apparel and related products through its online store. The Website is operated by Abhay Thakur, with the registered / business address at VPO Dhaliara, Dehra, Kangra, 177103, Himachal Pradesh. For customer support, contact +91 6230184573 or support@velveto.life.

3. Eligibility and Website Use

You may use the Website only for lawful purposes and in accordance with these Terms. You must provide information that is accurate and reasonably complete when required for an order, delivery, payment, return or customer-support request. If you are under the age at which you can independently enter into a binding contract under applicable law, you should use the Website only with the involvement and consent of a parent or lawful guardian.

4. Product Information and Availability

VELVETO aims to display accurate product descriptions, photographs, colours, measurements, fabric information, care instructions, prices and availability. Minor differences may occur because of screen settings, lighting, photography, manufacturing characteristics or the nature of textile materials. Product measurements, fit notes and size charts are provided as guidance. Where a Product page contains a specific size chart or fit instruction, that information should be read before ordering. Products are offered subject to availability. If an ordered Product becomes unavailable before dispatch, VELVETO will inform you and provide an appropriate resolution, including a refund where applicable.

5. Prices, Taxes and Pricing Errors

Prices displayed on the Website are stated in Indian Rupees unless expressly indicated otherwise. Applicable taxes and other mandatory charges will be disclosed at the relevant stage of checkout. VELVETO may update prices, promotions and product availability prospectively. A price change will not alter the price of an order that has already been validly accepted and confirmed, except where an obvious technical or pricing error is involved. If a material pricing or listing error occurs, VELVETO may contact you before fulfilment to clarify the correct price or cancel the affected order with a full refund of amounts actually paid for that order.

6. Orders and Order Acceptance

Placing an order is a request to purchase the selected Product(s). An automated order acknowledgement confirms receipt of the order request; it does not necessarily mean that the order has been accepted for fulfilment. Order acceptance occurs when VELVETO confirms the order for processing / dispatch, or otherwise clearly communicates acceptance. VELVETO may decline or cancel an order for a legitimate reason, including suspected fraud, duplicate orders, inability to fulfil the Product, material listing error, payment failure, or a delivery restriction. If VELVETO cancels an order after payment has been collected, the amount paid for the cancelled order will be refunded through the applicable payment channel, subject to the payment provider's processing timelines.

7. Payment

Payments may be processed through third-party payment service providers displayed at checkout. VELVETO does not store complete card credentials such as full card numbers or CVV where the payment provider processes those details directly. You must use a payment method that you are authorised to use. VELVETO may use reasonable verification and fraud-prevention measures where appropriate. For Cash on Delivery, if offered, VELVETO may apply reasonable order-value, location or verification conditions and may suspend COD availability for repeated non-acceptance or materially abusive ordering behaviour.

8. Shipping and Delivery

Orders are shipped to eligible serviceable locations using logistics partners selected by VELVETO. Delivery estimates shown on the Website or at checkout are estimates, not guaranteed delivery dates, unless expressly stated otherwise. Delivery may be affected by weather, natural events, strikes, public restrictions, carrier disruptions, incorrect addresses, unavailable recipients, remote-area constraints, or other events outside VELVETO's reasonable control. You are responsible for providing an accurate delivery address and reachable contact details. If an order is returned because of an incorrect or incomplete address, repeated failed delivery attempts, or refusal to accept a valid delivery, any refund or re-shipment will be handled in accordance with the applicable Shipping / Returns Policy.

9. Returns, Exchanges and Refunds

Returns, exchanges and refunds are governed by the VELVETO Returns & Refund Policy published on the Website. That policy forms part of these Terms. Where a return is permitted, Products must generally be returned in the condition required by the applicable policy, including stated requirements concerning original tags, packaging, hygiene, signs of wear, washing, alteration or damage. VELVETO may inspect returned Products to determine whether the stated return conditions are met. This does not limit any statutory consumer remedy that applies under law. Where a refund is approved, VELVETO will initiate it through the applicable payment method or another lawful method communicated to the customer. Bank or payment-provider processing times may vary.

10. Damaged, Defective, Incorrect or Missing Products

If you receive a Product that is damaged, defective, materially different from the Product ordered, or missing from the shipment, contact VELVETO promptly using +91 6230184573 or support@velveto.life. VELVETO may request photographs, an unboxing video where available, packaging details, order information or other reasonable evidence to investigate the issue. Such evidence requests are for verification and are not intended to remove any rights available under applicable law. If the issue is confirmed, VELVETO will provide the remedy required by its applicable policy and law, which may include replacement, exchange, repair where relevant, or refund.

11. Promotions, Discounts and Gift Offers

Promotional codes, discounts, gifts and campaign-specific offers may have additional conditions such as validity periods, minimum order values, product exclusions or usage limits. Those conditions will be disclosed with the relevant offer. Unless expressly stated otherwise, promotions cannot be combined and cannot be converted into cash. VELVETO may correct an obviously erroneous promotion or promotional display, while respecting orders already validly accepted where required by law.

12. Intellectual Property

The VELVETO name, logos, marks, product names, graphics, photographs, designs, text, layouts, website content and other brand assets are owned by or licensed to VELVETO and are protected by applicable intellectual-property laws. You may access the Website and use its content for personal, non-commercial purposes. You must not copy, reproduce, modify, distribute, sell, commercially exploit, scrape, frame, reverse engineer or create derivative works from VELVETO content without prior written permission, except where applicable law permits such use. Nothing in these Terms grants you ownership of any VELVETO intellectual-property right.

13. User Content and Communications

If you voluntarily submit a review, photograph, testimonial, feedback or other content to VELVETO, you confirm that you have the necessary rights to submit it and that it does not knowingly infringe another person's rights or contain unlawful material. Any licence VELVETO receives to use such content will be limited to the purposes disclosed at the time of submission or otherwise permitted by applicable law and the relevant consent.

14. Prohibited Activities

You must not use the Website to commit fraud, impersonate another person, interfere with the Website’s operation, attempt unauthorised access, introduce malicious code, scrape data in violation of applicable law, exploit checkout or promotional systems, or use the Website for unlawful commercial activity. VELVETO may restrict or suspend access where reasonably necessary to protect the Website, customers, payment systems, intellectual property or legal rights, while preserving any rights and remedies available to the affected person under applicable law.

15. Privacy and Personal Data

VELVETO's collection and use of personal data is governed by its Privacy Policy and applicable Indian data-protection law. Information may be processed as reasonably necessary to provide products and services, fulfil orders, process payments, communicate with customers, prevent fraud, maintain records, and perform other lawful purposes. VELVETO will publish a separate Privacy Policy describing applicable data practices, notices, rights and contact mechanisms. Nothing in these Terms is intended to replace that Privacy Policy.

16. Website Availability and Third-Party Services

VELVETO aims to keep the Website available and secure but does not promise uninterrupted or error-free operation. Temporary downtime may occur for maintenance, upgrades, technical faults or events outside VELVETO's reasonable control. The Website may rely on third-party services such as payment processors, logistics providers, hosting providers, analytics services, communications providers and other technology partners. Their services may be governed by their own terms and policies. VELVETO is not responsible for independent acts or omissions of third parties to the extent not attributable to VELVETO, but will take reasonable steps to assist customers where a third-party service is involved in fulfilling an order.

17. Limitation of Liability

To the maximum extent permitted by applicable law, VELVETO will not be liable for indirect, incidental, special or consequential losses arising from use of the Website where such exclusion is legally permitted. Nothing in these Terms excludes or limits liability for matters that cannot lawfully be excluded or limited, including applicable consumer rights, liability arising from fraud or wilful misconduct where the law does not permit exclusion, or other mandatory statutory protections. Where liability may lawfully be limited, VELVETO's liability will be assessed having regard to the nature of the claim, the Product or service involved, the amount paid, and the remedies available under applicable law.

18. Events Beyond Reasonable Control

VELVETO will not be treated as being in breach of these Terms to the extent performance is delayed or prevented by events beyond its reasonable control, including natural disasters, severe weather, epidemic or public-health measures, war, civil disturbance, governmental action, major infrastructure failure, carrier disruption, internet outages or other comparable events. VELVETO will take reasonable steps to resume affected services or fulfilment as soon as practicable.

19. Changes to These Terms

VELVETO may update these Terms from time to time to reflect changes in the Website, Products, business practices, technology or applicable law. The current version will be published on the Website with its effective date. Changes will apply prospectively unless applicable law requires otherwise. Terms applicable to an already accepted order will not be changed retrospectively in a way that unfairly alters the customer’s rights.

20. Grievance Redressal

VELVETO maintains a grievance-redressal mechanism for consumer complaints. Complaints may be submitted to the Grievance Officer at support@velveto.life or +91 6230184573. Every complaint shall be acknowledged within forty-eight hours of receipt and shall be redressed within one month from the date of receipt of the complaint, subject to applicable law. Each complaint shall be assigned a complaint reference or ticket number through which the consumer may track the status of the complaint.

• Grievance Officer:Abhay Thakur
• Designation:Grievance Officer
• Email:support@velveto.life
• Telephone:+91 6230184573
• Address:VPO Dhaliara, Dehra, Kangra, 177103, Himachal Pradesh

21. Complaints and Customer Support

We encourage customers to contact VELVETO first so that concerns can be resolved promptly.

• Customer Care:+91 6230184573
• Email:support@velveto.life
• Business Address:VPO Dhaliara, Dehra, Kangra, 177103, Himachal Pradesh

22. Governing Law and Disputes

These Terms are governed by the laws of India, subject to applicable consumer-protection and other mandatory laws. If a dispute cannot be resolved through customer support, the parties may pursue the remedies and forums available under applicable law. Nothing in these Terms is intended to prevent a consumer from approaching a competent consumer authority, commission, court or other forum that has jurisdiction under applicable law.

23. Severability

If any provision of these Terms is held invalid, unlawful or unenforceable, that provision will be read down or severed to the minimum extent necessary, and the remaining provisions will continue to operate to the extent permitted by law.

24. No Waiver

A failure or delay by VELVETO to enforce a provision of these Terms does not constitute a waiver of that provision or of VELVETO's right to enforce it later.

25. Entire Understanding

These Terms, together with the policies expressly incorporated into them and any order-specific terms displayed at checkout, form the agreement governing your use of the Website and purchase of Products, subject always to mandatory rights and obligations under applicable law.

26. Contact and Legal Notices

If you have any questions about these Terms, please contact us at: