1. LEGAL PREAMBLE
This Return, Replacement, and Refund Policy (“Policy”) is formulated in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and constitutes an integral and binding part of the Terms and Conditions of VELZEEN (“we,” “us,” or “our”).
By placing an order on www.velzeen.com (“Platform”), you (“Customer” or “you”) acknowledge that you have read, understood, and agreed to be bound by the terms of this Policy.
2. RETURN ELIGIBILITY AND WINDOW
2.1 Return Window
You may initiate a return request within seven (7) calendar days from the date of delivery of the product.
Return requests submitted after the expiry of this period shall not be accepted, except where otherwise required under applicable law.
2.2 Condition of Returned Products
To be eligible for return, the product must be in a resellable condition, meaning:
- The product must be unused, unworn, and unwashed
- The product must be free from stains, odours (including perfume, deodorant, or smoke), or any form of damage
- All original tags, labels, barcodes, and packaging must be intact and unaltered
- The product must not show any signs of use, alteration, or tampering
VELZEEN reserves the right to reject returns that do not meet these conditions upon inspection.
2.3 Non-Returnable Products
For hygiene, safety, and operational reasons, the following products are not eligible for return or exchange:
- Innerwear (including briefs, boxers, panties, bras)
- Swimwear
- Socks and stockings
- Customized or made-to-order products
- Products marked as “Non-Returnable” or sold under clearance or final sale conditions
Such restrictions shall be clearly disclosed on the relevant product page where applicable.
3. MANDATORY UNBOXING VIDEO REQUIREMENT
To prevent fraudulent claims and ensure fair dispute resolution, the following evidence requirement applies:
3.1 Mandatory Requirement
For claims relating to:
- Damaged products
- Defective items
- Incorrect product delivered
- Missing items
the Customer is required to provide a complete and unedited unboxing video.
3.2 Video Requirements
The unboxing video must clearly demonstrate:
- A 360-degree view of the sealed package before opening
- The shipping label clearly visible and readable
- The entire unboxing process without cuts or edits
- The condition of the product as received
3.3 Rejection of Claims
Claims relating to damage, defect, incorrect product, or missing items without a valid unboxing video shall be rejected without further review.
4. RETURN LOGISTICS AND SHIPPING
4.1 Reverse Pickup
VELZEEN provides reverse pickup services in serviceable locations.
- A maximum of two (2) pickup attempts will be made by our logistics partner
- If the Customer fails to hand over the product during these attempts, the return request shall be cancelled automatically
4.2 Reverse Logistics Fee (Customer-Initiated Returns)
Where a return is initiated due to customer preference (including but not limited to size issues, change of mind, or dissatisfaction), a reverse logistics fee of ₹100 shall be deducted from the refund amount.
This fee represents the cost of return shipping and handling.
4.3 Self-Shipment (Non-Serviceable Areas)
If reverse pickup is not available for your PIN code, you are required to ship the product to the following address:
VELZEEN
B-6-966/50 X, Street Number 10, Harbanspura,
Gaushala Road, Ludhiana, Punjab – 141008
4.4 Courier Reimbursement
For self-shipped returns:
- Courier charges will be reimbursed up to ₹100 or actual cost (whichever is lower)
- A valid courier receipt must be submitted
- Reimbursement will be credited to your Velzeen Wallet or bank account, at our discretion
5. REFUND POLICY
Refunds are processed only after the returned product is received at our warehouse and successfully passes a Quality Check (QC).
5.1 Quality Check (QC)
If the returned product:
- Shows signs of use
- Is damaged
- Has missing tags or packaging
the return shall be rejected, and no refund shall be issued. The product may be returned to the Customer at their cost.
5.2 Prepaid Orders
Refunds for prepaid orders shall be processed to the original payment method (Credit Card, Debit Card, UPI, Net Banking) within 5–7 business days from QC approval.
5.3 Cash on Delivery (COD) Orders
For COD orders, refunds are processed as follows:
Option A (Default):
Refund to Velzeen Wallet, which remains valid for use as long as the account is active.
Option B:
Refund via bank transfer (NEFT/IMPS), subject to submission of accurate account details.
Cash refunds are not permitted under any circumstances.
5.4 Shipping Charges
Original shipping charges paid at the time of order (if applicable) are non-refundable, except where the return is due to:
- Incorrect product delivered
- Defective product
- Damage attributable to VELZEEN
6. REPLACEMENT AND EXCHANGE POLICY
6.1 Size Exchange
VELZEEN offers free size exchange subject to product availability.
6.2 Exchange Conditions
- Exchange requests must be initiated within the return window
- The product must meet all return eligibility conditions
6.3 Price Difference
- If the replacement product is of higher value, the Customer must pay the difference
- If the replacement product is of lower value, the difference shall be credited to the Velzeen Wallet
7. ORDER CANCELLATION
7.1 Cancellation Before Dispatch
Orders may be cancelled without any charge prior to dispatch.
7.2 Cancellation After Dispatch
Orders cannot be cancelled once dispatched.
Customers must follow the return process after delivery. In such cases, two-way shipping charges may be deducted from the refund amount.
8. FAIR USAGE POLICY
VELZEEN actively monitors customer return patterns to prevent misuse.
We reserve the right to:
- Disable Cash on Delivery (COD) for specific customers
- Restrict or reject return requests
-Suspend or block accounts
in cases involving excessive returns, fraudulent activity, or abuse of the Policy, including practices commonly referred to as “wardrobing.”
9. CONTACT FOR DISPUTES AND SUPPORT
For return, replacement, or refund-related concerns:
Email: [email protected]
WhatsApp: +91-8699349184
All queries are handled within a reasonable timeframe in accordance with applicable law.
10. POLICY MODIFICATIONS
VELZEEN reserves the right to amend, modify, or update this Policy at any time to reflect changes in legal requirements, operational processes, or business practices.
Continued use of the Platform following such updates constitutes acceptance of the revised Policy.
11. PAYMENT DISPUTES AND CHARGEBACKS
In order to maintain fair usage of our services and prevent misuse, the following terms apply to all transactions made on the Platform:
11.1 Dispute Resolution Requirement
Customers agree that before initiating any chargeback, payment dispute, or reversal request with their bank, card issuer, or payment provider, they shall first contact VELZEEN customer support and allow us a reasonable opportunity to resolve the issue in accordance with this Policy.
11.2 Chargeback Abuse
Initiating a chargeback or payment dispute after:
- successful delivery of the product, or
- failure to follow the return and refund process defined in this Policy
shall be considered a violation of this Policy.
VELZEEN reserves the right to:
- deny future orders (including COD eligibility)
- suspend or restrict the customer account
- recover costs associated with such disputes
- take appropriate legal action where necessary
11.3 Evidence and Order Verification
VELZEEN maintains records of:
- order confirmation
- payment confirmation
- shipment tracking
- delivery confirmation (including OTP verification or courier proof)
These records shall serve as valid evidence in the event of any dispute or chargeback.
11.4 Refund Eligibility in Dispute Cases
If a chargeback is initiated before the completion of the return process:
- the refund request shall be placed on hold
- VELZEEN reserves the right to reject duplicate refund claims
Refunds will be processed only through the standard process defined in this Policy.
11.5 Payment Gateway Compliance
All payments are processed through secure and authorized payment gateways. By placing an order, the Customer agrees to comply with the terms and conditions of such payment providers.
Legal Note
This Policy is drafted to ensure transparency, fairness, and compliance with applicable Indian consumer protection laws while maintaining operational efficiency and preventing misuse of return mechanisms.