1. Our Commitment to You
At Velixco, we take quality seriously. Every product we ship is inspected before dispatch. However, we understand that issues can arise — and we are committed to resolving them quickly and fairly.
This policy applies to all purchases made directly through our website. If you purchased a Velixco product through a third-party marketplace, please refer to that platform's return policy.
2. Return Eligibility
2a. Items Eligible for Return
You may return a product within 7 days of delivery if:
- The item is unused and in its original condition
- All original packaging, tags, and accessories are included
- The item has not been washed, assembled, or altered in any way
- You have proof of purchase (order confirmation email or order number)
2b. Items Not Eligible for Return
The following cannot be returned:
- Items returned after 7 days of delivery
- Used, washed, or assembled products
- Products with missing original packaging or accessories
- Items purchased during clearance sales or marked as 'Final Sale'
- Gift cards or vouchers
If you are unsure whether your item qualifies for a return, please email us at info@velixco.com before shipping anything back. We will assess your situation and respond within 1–2 business days.
3. Damaged or Defective Items
We take pride in the quality of every Velixco product. In the rare event that your order arrives damaged, defective, or incorrect, please act within 48 hours of delivery.
How to Report a Damaged or Defective Item
- Email us at info@velixco.com within 48 hours of receiving your order
- Include your order number in the subject line
- Attach a clear unboxing video or photographs showing the damage or defect
- Describe the issue briefly so we can assess it quickly
Once we verify the issue, we will arrange a free replacement at no additional cost to you. No questions asked.
We strongly recommend recording an unboxing video for all Velixco orders. This is the fastest way to resolve any dispute regarding damage in transit.
4. How to Initiate a Return
To start a return online:
- Sign in to My Account at velixco.com/account
- Open the order you want to return
- Click Return items and follow the steps
- Select the items, reason, and submit your request
Our team will review your request within 1–2 business days. If approved, we will share return instructions and the address to ship your item back. Pack the item securely in its original packaging and use a tracked courier.
If you are unable to use My Account, email info@velixco.com with your order number and reason for return.
5. Exchanges
We accept exchanges within 7 days of delivery, subject to stock availability. Request a return from My Account and note that you'd like an exchange, or contact us at info@velixco.com.
To be eligible for an exchange, the item must be unused, in original packaging, and returned in accordance with Section 4 above.
Once we receive and inspect the returned item, we will dispatch the replacement within 2–3 business days.
6. Refunds
6a. When Are Refunds Issued?
Refunds are issued in the following circumstances:
- The returned item passes inspection and is confirmed eligible
- The ordered item is permanently out of stock and cannot be replaced
- We are unable to fulfil your order for any reason
6b. Refund Method
Refunds are processed to your original payment method — UPI, credit card, debit card, or net banking. We do not issue refunds via cash or cheque.
6c. Refund Timeline
Once we receive and inspect your return, we will initiate the refund within 2 business days. Please allow an additional 3–5 business days for the amount to reflect in your account, depending on your bank or payment provider.
If your refund has not appeared within 7 business days of our confirmation email, please contact your bank before reaching out to us — most delays are on the bank's side.
7. Order Cancellations
For orders that have not yet shipped, you can request a cancellation from My Account by opening the order and selecting Cancel items. You can also email us immediately at info@velixco.com with your order number.
Once an order has been dispatched and handed to our logistics partner, it cannot be cancelled. In this case, you may refuse delivery or initiate a return after receiving the item.
8. Non-Delivery or Missing Items
If your order has not arrived within the expected timeframe, or if items are missing from your delivery:
- Check your tracking link — it will show the latest status from our courier partner
- If the tracking shows 'Delivered' but you have not received the package, contact us within 48 hours
- If the tracking has not updated in 5 or more business days, write to us and we will investigate with Shiprocket
Velixco is not liable for delays caused by incorrect shipping addresses provided at checkout, natural disasters, or events beyond our control.
9. Bulk & Corporate Orders
Returns and refunds for bulk or corporate orders are handled on a case-by-case basis. Please contact us at info@velixco.com with your order details to discuss your situation.
10. Contact Us
For all returns, replacements, refund queries, or order issues, please reach out to us:
Email
info@velixco.com
Response Time
Within 1–2 business days
Include in Email
Order number, reason, and any relevant photographs
