Refund policy

RETURNS & REFUNDS POLICY

Last updated: June 30, 2026

This Returns & Refunds Policy applies to purchases made from Velkuna.

CHANGE-OF-MIND AND UNWANTED RETURNS

Velkuna does not accept returns merely because a customer:

  • Has changed their mind

  • No longer wants or needs the product

  • Ordered the wrong product, colour, size, or quantity

  • Found the product available elsewhere at a different price

  • Does not personally like the product after receiving it, where the product is otherwise correct, functional, and as described

Customers are requested to review all product details, specifications, compatibility information, dimensions, colours, and order information carefully before completing their purchase.

Any exception for a change-of-mind or unwanted return may be considered by Velkuna as a goodwill gesture at the store’s sole discretion. Approval of one such request does not create an obligation to approve similar requests in the future.

This discretionary provision does not limit any rights available to customers for products that are damaged, defective, expired, incorrect, or materially different from their description.

DAMAGED, DEFECTIVE, INCORRECT OR MISDESCRIBED ITEMS

Customers may request a return, replacement, or other appropriate resolution if an item is:

  • Received damaged

  • Defective or not functioning as reasonably intended

  • Expired at the time of delivery

  • Different from the product ordered

  • Missing essential parts or accessories

  • Materially different from its description on the website

You must contact us within 28 calendar days of receiving the item.

Please inspect your order as soon as possible after delivery. Contact us at velkuna.support@gmail.com or call us at +91-8587852616 and provide:

  • Your order number

  • A description of the issue

  • Clear photographs or videos showing the product, packaging, shipping label, and reported issue

  • Any other information reasonably required to assess the request

Submitting a request does not automatically guarantee approval. We will review the information provided and may request additional evidence where reasonably necessary.

Nothing in this policy allows Velkuna to refuse a remedy where one is required under applicable consumer protection law.

CONDITIONS FOR AN ELIGIBLE RETURN

Unless the product is being returned because it was received damaged, defective, incorrect, expired, or materially different from its description, the item must:

  • Be unused, unworn, unwashed, and unaltered

  • Be in saleable condition

  • Include its original packaging

  • Include all tags, labels, manuals, accessories, components, seals, and invoices

  • Be accompanied by the order confirmation, receipt, or other proof of purchase

Products showing damage caused after delivery through misuse, mishandling, accidental damage, improper installation, incorrect storage, normal wear and tear, or failure to follow product instructions will not be eligible for return or refund.

RETURN APPROVAL AND INSPECTION

All return requests are subject to review and, where applicable, inspection of the returned product.

Once a request is approved, we will provide instructions explaining how and where the product must be returned.

Returns sent without prior approval may not be accepted.

Returned items will be inspected after receipt. If the product does not meet the approved return conditions, or if the reported issue cannot reasonably be verified, the return may be rejected and the product may be sent back to the customer.

Where a genuine defect, damage, incorrect item, expiry issue, or material description mismatch is confirmed, we will provide an appropriate remedy in accordance with the circumstances and applicable law. This may include a replacement, exchange, refund, repair, or another mutually agreed resolution.

RETURN ADDRESS

Approved returns must be sent to:

New Colony
Gurugram, Haryana 122001
India

Do not send a product to this address before receiving return approval and instructions from Velkuna.

BEAUTY, SKINCARE, GROOMING AND PERSONAL CARE PRODUCTS

For hygiene and safety reasons, beauty, skincare, grooming, cosmetic, and personal care products cannot be returned merely because they have been opened, used, tested, or the customer has changed their mind.

Opened or used beauty and personal care products may only be considered for a remedy where they were received:

  • Damaged

  • Defective

  • Expired

  • Incorrect

  • Contaminated

  • Materially different from their description

Products with broken seals, opened packaging, visible usage, missing packaging, or signs of tampering will not otherwise be accepted for return.

NON-RETURNABLE ITEMS

Subject to applicable consumer rights, the following items are not eligible for change-of-mind or unwanted returns:

  • Opened, used, or tampered beauty, skincare, grooming, cosmetic, or personal care products

  • Perishable goods

  • Customised, personalised, or special-order products

  • Gift cards

  • Products clearly marked as final sale or non-returnable before purchase

  • Products not in saleable condition

  • Products returned without their original packaging, tags, accessories, components, or invoice

  • Products damaged after delivery due to misuse, mishandling, accidental damage, improper care, or unauthorised modification

PRODUCT COLOUR AND AVAILABILITY

Some products may be offered in assorted colours or in listings where a specific colour is not guaranteed.

Where the product listing clearly permits assorted colour fulfilment or states that colour selection is subject to availability, Velkuna may dispatch a different colour of the same product variant. This will not affect the product’s stated core function, size, or usability.

Where a customer has purchased a specifically selectable and guaranteed colour, we will not treat a different colour as an equivalent fulfilment without the customer’s consent.

If a specific colour is essential, please contact us before placing the order or immediately after purchase at velkuna.support@gmail.com.

EXCHANGES

Exchanges are available only for approved eligible claims and are subject to product availability.

Where the requested replacement is unavailable, we may provide another appropriate resolution, including a refund to the original payment method.

RETURN SHIPPING

For approved claims involving a damaged, defective, incorrect, expired, or materially misdescribed product, Velkuna will provide return instructions and confirm whether return pickup will be arranged or reasonable return shipping costs will be reimbursed.

Customers must not independently return a product without first receiving approval and instructions.

Where Velkuna voluntarily approves a return that is not based on a product fault or fulfilment error, the customer may be responsible for the original shipping cost, return shipping cost, and any applicable handling charges. These deductions will be disclosed before the return is confirmed.

REFUNDS

We will notify you after receiving and inspecting the returned product.

If the refund is approved, it will be processed to the original payment method within 5–10 business days after approval.

Your bank, card issuer, UPI provider, wallet provider, or payment gateway may require additional time to reflect the refund in your account.

Original shipping, COD, convenience, or handling charges may be non-refundable for discretionary returns, unless the return arises from a damaged, defective, incorrect, expired, or materially misdescribed product or a refund is otherwise required by law.

If more than 15 business days have passed since your refund was approved, contact us at velkuna.support@gmail.com.

ORDER CANCELLATIONS

An order may be cancelled before it has been processed, packed, dispatched, or handed over to the courier partner.

Once an order has been processed or dispatched, cancellation may no longer be possible.

Velkuna may cancel an order due to stock unavailability, payment issues, pricing or listing errors, incomplete or incorrect customer information, courier non-serviceability, suspected fraud, operational limitations, or another legitimate fulfilment issue.

If Velkuna cancels a prepaid order, the eligible amount will be refunded to the original payment method.

CONTACT

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

Velkuna
Email: velkuna.support@gmail.com
Phone: +91-8587852616
Address: New Colony, Gurugram, Haryana 122001, India