Return and Refund

VELORR Return, Refund & Cancellation Policy

At VELORR, every product is carefully packed and inspected before dispatch. Since our fragrances and personal-care products are hygiene-sensitive and intended for individual use, we do not accept returns or refunds for products that have been delivered in good condition.

Refunds or replacements are available only in cases of verified damage, incorrect product delivery, or a confirmed manufacturing defect, subject to the conditions below.

1. Order Cancellation Policy

Orders may be cancelled only before they are dispatched from our warehouse.

Once an order has been dispatched, it cannot be cancelled.

For eligible prepaid cancellations before dispatch:

  • The applicable payment gateway/transaction charges, if any, may be deducted.

  • The remaining eligible amount will be refunded to the original payment method.

  • Refund processing may take up to 15 business days, depending on the payment provider.

Post-Dispatch Cancellation

Once the order has been shipped, cancellation is not permitted.

If a customer refuses delivery or the shipment is returned to VELORR after dispatch, any refund, if applicable, will be processed only after the product is received and inspected by VELORR. Applicable shipping, return, or logistics charges may be deducted.

2. No General Returns or Refunds

VELORR does not offer returns or refunds for products that are delivered in good condition.

This includes, but is not limited to:

  • Change of mind

  • Dislike of the fragrance

  • Fragrance preference or personal taste

  • Ordering the wrong variant

  • Accidental ordering

  • Product no longer required

  • Expectation of a different fragrance experience

  • Opened or used products

  • Any other preference-based reason

All sales are final once the product has been successfully delivered in good condition.

3. Damaged Product Claims

If your product is received damaged, you must contact VELORR within 48 hours of delivery.

To process a damage claim, the customer must provide:

  • Clear photographs of the outer shipping package

  • Clear photographs of the product and its packaging

  • A clear photograph/video showing the damage

  • An unboxing video, where available

  • Order number and delivery details

VELORR may request additional photographs or videos if required for verification.

Claims submitted after 48 hours from delivery may not be accepted.

4. Verification of Damage

All damage claims are subject to verification by VELORR.

If the damage is confirmed to have occurred during transit or is otherwise determined to be a valid product issue, VELORR may, at its discretion:

  • Provide a replacement product, or

  • Issue a refund for the affected product.

The resolution will depend on product availability and the nature of the issue.

A refund or replacement will not be provided where the damage appears to have resulted from misuse, improper handling, accidental damage, or normal wear and tear after delivery.

5. Incorrect Product Delivered

If you receive a product different from the product ordered, please contact VELORR within 48 hours of delivery.

The customer must provide clear photographs/videos of:

  • The product received

  • Product packaging

  • Shipping label

  • Order details

After verification, VELORR may arrange a replacement with the correct product.

The incorrectly delivered product must not be used and may need to be returned as instructed by VELORR.

6. Manufacturing Defects

If you believe the product has a genuine manufacturing defect, please contact VELORR with photographs/videos and your order details.

All manufacturing-defect claims are subject to inspection and verification by VELORR.

If a manufacturing defect is confirmed, VELORR may provide a replacement or another appropriate resolution at its discretion.

7. Product Usage

Products that have been opened, used, altered, refilled, tampered with, or otherwise modified are not eligible for return or refund, except where VELORR specifically determines that the issue is a verified manufacturing defect.

8. Packaging & Product Condition

Customers should retain the original product packaging until the order has been checked and the customer is satisfied that the product has arrived safely.

For any approved damage, incorrect-product, or defect claim, VELORR may require:

  • Original product

  • Outer packaging

  • Inner packaging

  • Labels

  • Batch information

  • Inserts or complimentary items, where applicable

9. Non-Refundable / Non-Returnable Situations

Returns and refunds will not be accepted for:

Customer Preference

  • Change of mind

  • Dislike of fragrance

  • Personal fragrance preference

  • Fragrance not meeting personal expectations

  • Ordering the wrong product or variant

  • Product no longer required

Product Condition

  • Product has been opened or used

  • Bottle has been tampered with

  • Product has been refilled or altered

  • Damage caused by misuse or improper handling

  • Damage occurring after successful delivery

Timeline

  • Damage claim raised after 48 hours of delivery

  • Claims submitted without sufficient evidence

  • Claims raised after the applicable claim period

Process Violations

  • Product returned without prior approval from VELORR

  • Missing required photographs/videos

  • Product or packaging does not match the submitted claim

  • False, fraudulent, or misleading claims

10. Refund Processing

Where VELORR approves a refund for a verified damaged product, incorrect delivery, or confirmed manufacturing defect:

  • The refund will be processed only after the claim has been verified.

  • Refunds will generally be issued to the original payment method.

  • Processing times may vary depending on the payment gateway, bank, or payment provider.

VELORR does not guarantee an immediate credit to the customer's bank/card account after the refund has been initiated.

11. Replacement Shipping

For approved replacement cases, VELORR may arrange replacement shipping through its logistics partner.

Replacement shipping is applicable only to approved cases, including verified:

  • Transit damage

  • Incorrect product delivery

  • Manufacturing defect

It does not apply to general returns, change-of-mind requests, or fragrance preferences.

12. Important Note on Delivery

Customers are advised to inspect the package and product as soon as possible after delivery.

If the package appears visibly damaged at the time of delivery, customers should photograph the package before opening it and retain all packaging materials until the matter is resolved.

Policy Summary

Cancellation: Before dispatch only

General Returns: Not accepted

General Refunds: Not available for products delivered in good condition

Change of Mind: No return/refund

Fragrance Preference: No return/refund

Used/Open Product: Non-returnable, except for verified manufacturing defects

Damaged Product: Must be reported within 48 hours of delivery with supporting evidence

Incorrect Product: Must be reported within 48 hours of delivery

Manufacturing Defect: Subject to verification

Refunds: Only for approved/verified eligible cases

All Sales: Final once the product has been delivered in good condition

VELORR reserves the right to verify every claim and determine the appropriate resolution based on the circumstances of the case.