Return & Refund Policy
You have 10 days from the day the parcel is delivered to tell us you want to return something. This page sets out what qualifies, how to start, and when the money reaches you.
When a return is accepted
Returns are accepted where the goods are unused and the original packaging, labels and accessories are present.
Quote the order number when you write in. No paper receipt is required; the order record is enough.
Where returns do not apply
The following are not eligible for return:
- Items returned after the 10 days window has closed
- Goods that have been used, installed, assembled or altered
- Returns arriving without the box, tags or parts they were sent with
- Damage caused once the item was in your care
- Clearance stock and items flagged non-returnable at the point of purchase
The return process
Email hello@velveraregister.shop quoting the order number and what is wrong. Photographs help when the issue can be seen. A return authorisation follows within 1 to 2 business days.
Do not post the item before we authorise it. Unannounced returns are hard to identify and are often turned away at our address.
The authorisation names the return address and tells you whether a pickup can be arranged or whether you should post it yourself. Pack the item so it survives the journey back.
The cost of sending it back
We cover return carriage for defective, damaged or incorrectly supplied goods. Change-of-mind returns are sent back at your expense.
Checking and refunding
We look at the item, compare it with this policy and write to you. Refunds that are approved take 7 business days to process.
The refund travels back the way you paid: to the UPI account used, or by bank transfer for a COD order, using details you supply.
Delivery charges are refunded only on faulty, damaged or wrongly supplied items.
Damage and defects
Report damage inside 48 hours, attaching pictures of the goods and the box they came in. A replacement or a full refund follows, and the return costs nothing.
If the wrong item has been sent, keep the packaging and email hello@velveraregister.shop. We arrange collection and send the correct product, or refund you in full.
These terms sit alongside your statutory rights under the Consumer Protection Act, 2019; they do not replace or reduce them.
Contact hello@velveraregister.shop or +91 94140 71279 and we will take it from there (Monday - Saturday, 10:00 AM - 6:00 PM IST. Closed on Sundays and public holidays.)
Exchange requests
Exchanges run as two separate transactions: a refund on the returned item, and a new order for the replacement.
If a return is declined
If we cannot accept a return, you get a written reason and the item comes back to you at no cost.
A second opinion is available on request. We would rather settle a dispute here than anywhere else.