Refund policy

Return & Refund Policy

Last Updated: [22/06/2026]

At VELZO, we want you to shop with confidence. If you receive a product that isn't right for you, we're here to help. Please review the following Return & Refund Policy to understand when and how returns, exchanges, and refunds are handled.

1. Return Eligibility

To be eligible for a return, your item must:

  • Be requested for return within [6 DAYS] of delivery.

  • Be unused and in its original condition.

  • Be returned with the original packaging, tags, labels, accessories, and included items, where applicable.

  • Not show signs of damage, misuse, washing, alteration, or excessive handling.

  • Include the order details or other information reasonably required to identify the purchase.

Certain products may have additional return requirements depending on their nature.

If an item does not meet these conditions, we may be unable to accept the return.

2. Return Timeframe

You must contact us within [6 DAYS] of receiving your order to request a return or exchange.

To start a return, contact us at:

Email: [amdsohrab293@gmail.com]

Please include:

  • Order number

  • Product name

  • Reason for the return

  • Photos or videos, where relevant

  • Any other information we may reasonably require

Once your return request is approved, we will provide instructions for returning the product.

Please do not send products back to the sender's address without first contacting us, as this may delay the return process.

3. Refund Process & Timing

Once we receive and inspect the returned product, we will notify you whether the return has been approved.

If approved, your refund will be processed using the applicable original payment method, where possible.

Refunds are generally processed within [4 to 6 days] after the returned product has been received and approved. The actual time for the refund to appear in your bank account, card, or payment account may vary depending on your payment provider or bank.

If your refund has been approved but you have not received it after the expected processing period, please contact us at [amdsohrab293@gmail.com].

4. Exchanges

Where applicable, customers may request an exchange instead of a refund.

Exchange requests must meet the same eligibility requirements described in this policy and must be made within [6 DAYS] of delivery.

Exchanges are subject to product availability. If the requested replacement product is unavailable, we may offer a refund or another appropriate option.

5. Damaged, Defective, or Incorrect Products

We want you to receive your order in perfect condition.

If you receive a product that is:

  • Damaged during delivery

  • Defective

  • Incorrect or different from what you ordered

  • Missing important parts or accessories

please contact us as soon as possible at [amdsohrab293@gmail.com].

Please provide your order number and clear photographs/videos of the product and its packaging so we can investigate the issue and provide an appropriate solution.

Depending on the circumstances, we may offer:

  • A replacement

  • An exchange

  • A refund

  • Another appropriate resolution

For products damaged or incorrectly supplied by us, we will work with you to resolve the issue fairly.

6. Non-Returnable Items

For hygiene, safety, customisation, or other practical reasons, certain products may not be eligible for return.

These may include:

  • Personal hygiene products

  • Used products

  • Products that have been altered, washed, damaged, or misused

  • Personalised or customised products

  • Products specifically identified as non-returnable on their product page

  • [ADD ANY OTHER NON-RETURNABLE PRODUCTS]

Where a product is non-returnable, this will be communicated clearly before purchase wherever reasonably possible.

7. Return Shipping Costs

If the product is defective, damaged, incorrect, or sent by mistake

Where the return is due to an error on our part or a product that arrives damaged or defective, VELZO will [COVER/REIMBURSE] the applicable return shipping cost, subject to verification.

If you are returning a product for another reason

For customer-requested returns, such as a change of mind, incorrect size, or no longer wanting the product, [CUSTOMER WILL PAY THE RETURN SHIPPING COST / VELZO WILL PROVIDE FREE RETURN SHIPPING].

Any applicable shipping charges will be communicated during the return process.

8. Refund Deductions

Where permitted and applicable, certain costs may be deducted from a refund, including [RETURN SHIPPING COSTS / OTHER APPLICABLE CHARGES].

We will communicate any applicable deductions before processing the refund whenever reasonably possible.

Original shipping charges are [REFUNDABLE / NON-REFUNDABLE], except where the return is caused by a defective, damaged, incorrect, or wrongly supplied product, subject to applicable law.

9. Return Inspection

All returned products may be inspected before a refund or exchange is approved.

If the returned product does not meet the eligibility requirements, we may reject the return or adjust the available resolution accordingly.

We will communicate with you if there is an issue with the returned product.

10. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

VELZO
Email: [amdsohrab293@gmail.com]
Phone: [PHONE NUMBER]
Business Address: [BUSINESS ADDRESS]

We're committed to handling return and refund requests fairly and providing a smooth customer experience.

Before publishing

Replace these placeholders with your actual terms:

  • [6 DAYS] → your actual return window

  • [4 to 6 days] → your actual refund processing time

  • [amdsohrab293@gmail.com] → your customer-support email

  • [CUSTOMER WILL PAY... / VELZO WILL...] → your actual return-shipping policy

  • [ADD ANY OTHER NON-RETURNABLE PRODUCTS] → your actual exclusions

  • [DATE], phone number, and business address

Important: Make sure the final policy matches the actual products you sell and your operational process. For an Indian Shopify store, it should also be consistent with your Terms & Conditions and applicable consumer-protection requirements.

A useful next step is to create a Shipping Policy that matches these return timelines, so customers see one consistent set of delivery and return terms throughout VELZO.