01 When Can I Get a Refund?

We review refund requests individually and will explain the available options based on your order and the circumstances.

A refund may be considered if:

• Your cancellation is approved before production or fulfilment begins, and you’ve already paid for the order.
• You receive an incorrect, damaged or defective product and a replacement isn’t a suitable or available solution.
• Our support team approves a refund after reviewing your case.
• A refund is required under applicable law.

For verified incorrect or damaged products, our usual first option is a replacement. We’ll explain the next steps if a replacement isn’t possible.

02 Refunds for Online Payments

If you paid online and your refund is approved, we’ll initiate it to the original payment method wherever supported by the payment provider.

Once initiated, the time it takes for the money to appear in your account depends on your bank and payment provider. We can’t promise an exact date, but we’ll share the available confirmation details when we have them.

03 Refunds for Cash on Delivery

If you paid by Cash on Delivery (COD) and your refund is approved, our support team will explain how to provide the bank account or UPI details needed to send the money.

Please share these details only through the process communicated by VELNOR support. We will never ask for your OTP, UPI PIN, card PIN or banking password to issue a refund.

04 Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or different from what you ordered, please contact us within 48 hours of delivery.

To help us look into the issue, please send:

• Your order number.
• Clear photos showing the product and the issue.
• Photos of the packaging and shipping label, if relevant.
• An unboxing video, if you have one.

Our team will review the details and let you know what happens next. We generally offer a replacement first. If that isn’t possible or another remedy is appropriate or required by law, we may approve a refund or another suitable solution.

Please keep the product and its packaging until we’ve advised you on the next steps.

05 How Long Will a Refund Take?

There are a few steps involved: our team reviews your request, approves the refund where appropriate, and initiates the payment. Your bank or payment provider then processes it.

We’ll communicate the available refund confirmation details once the refund has been initiated. The time taken for the money to appear in your account depends on your payment provider and bank.

If an approved refund hasn’t appeared within the timeline given by your provider, contact us with your order number and refund reference, if available.

06 Store Credit

We don’t offer store credit as a standard refund option. If your refund is approved, we’ll explain the applicable monetary refund method.