1. OPERATIONAL SCOPE
VELZEEN (“we”, “us”, or “our”) engages independent third-party logistics service providers (“Courier Partners”) for the delivery of products ordered on www.velzeen.com (“Platform”).
This Policy sets out the terms governing order processing, shipment, delivery, logistics handling, and associated obligations between VELZEEN and the customer (“Customer” or “you”).
2. SERVICEABILITY AND DELIVERY COVERAGE
2.1 Domestic Delivery Only
VELZEEN currently provides delivery services within the territory of India only. We do not offer international shipping at this time.
2.2 Serviceability of PIN Codes
All deliveries are subject to the serviceability of the delivery PIN code by our Courier Partners.
- If a PIN code is found to be unserviceable after order placement, the order may be cancelled
- In such cases, prepaid orders shall be refunded in full to the original payment method
- COD orders shall be automatically cancelled without liability
VELZEEN reserves the right to refuse delivery to any location based on operational feasibility, security concerns, or courier limitations.
3. ORDER PROCESSING AND DISPATCH
3.1 Processing Timeline
Orders are typically processed and dispatched within 24 to 48 hours from the time of order confirmation, subject to stock availability, order verification, and operational conditions.
3.2 Business Days
Order processing is carried out from Monday to Saturday, excluding public holidays.
Orders placed on Sundays or public holidays shall be processed on the next working day.
3.3 COD Order Verification
For Cash on Delivery (COD) orders:
- VELZEEN may contact the Customer via phone call, SMS, or WhatsApp for order confirmation
- Failure to confirm the order may result in delay or cancellation
- VELZEEN reserves the right to cancel unverified COD orders without prior notice
4. DELIVERY TIMELINES (INDICATIVE)
All delivery timelines are estimated transit times based on logistics partner data and are calculated from the date of dispatch.
Estimated delivery timelines are between 2 to 10 business days from the date of dispatch, depending on the delivery location, courier partner operations, and external factors. These timelines are indicative and not guaranteed.
VELZEEN shall not be liable for delays arising due to:
- Courier partner operational issues
- Weather conditions
- Public holidays or regional disruptions
- Government restrictions
- Force majeure events
5. SHIPPING CHARGES
5.1 Standard Shipping Fees
- Orders with a total value of ₹899 or above qualify for free shipping
- Orders below ₹899 are charged with shipping fee
All applicable shipping charges are displayed at checkout prior to payment.
5.2 Non-Refundability of Shipping Charges
Shipping charges are service fees paid towards logistics and delivery.
Such charges are non-refundable. Shipping charges shall be refunded only in cases where the return arises due to a product defect, damage in transit, or an error attributable to VELZEEN, in accordance with applicable consumer protection laws.
6. CASH ON DELIVERY (COD) TERMS
6.1 Availability
COD is available for select serviceable PIN codes
- Maximum COD order value is ₹5,000
- Availability is subject to verification during order processing
6.2 Payment Requirement
Customers must complete full payment to the delivery agent via:
- Cash, or
- Approved digital methods (e.g., UPI), where supported
Payment must be made before accepting delivery.
6.3 Refusal of COD Orders
If a Customer refuses to accept a COD order:
- The order shall be marked as Return to Origin (RTO)
- VELZEEN reserves the right to:
1. Disable COD for future orders
2. Recover two-way shipping charges from wallet balances or future transaction
3. Restrict account access in case of repeated refusals
7. DELIVERY ATTEMPTS AND FAILURE
7.1 Delivery Attempts
Courier Partners will make up to three (3) delivery attempts to complete delivery.
7.2 Failed Delivery (RTO)
Delivery may fail due to:
- Customer unavailability
- Incorrect or incomplete address
- Refusal to accept delivery
In such cases, the shipment will be returned to origin (RTO).
7.3 Re-Dispatch of RTO Orders
If the Customer requests re-shipment of an RTO order:
- A re-shipping fee of ₹100 must be paid in advance
- Re-dispatch is subject to confirmation and availability
8. OPEN BOX DELIVERY DISCLAIMER
VELZEEN does not offer Open Box Delivery.
Customers are required to:
- Accept delivery before opening the package
- Complete payment (for COD orders) prior to inspection
Courier personnel are not authorized to permit package opening before delivery completion.
Customers are advised to follow the Return & Refund Policy, including the requirement of an unboxing video, in case of product-related concerns.
9. TAMPERED OR DAMAGED PACKAGING
9.1 Inspection at Delivery
Customers must inspect the outer packaging at the time of delivery.
9.2 Refusal of Tampered Packages
If the package appears:
- Torn
- Unsealed
- Damaged or tampered
Customers must refuse delivery immediately and notify VELZEEN.
9.3 Liability After Acceptance
If a tampered package is accepted by the Customer:
- Claims for missing items or damage may not be accepted
- VELZEEN reserves the right to reject such claims due to lack of verifiable delivery evidence
10. ORDER TRACKING
Once an order is dispatched:
- A tracking number shall be shared via Email and/or SMS
- Tracking may also be accessed through the Platform or courier partner website
Tracking updates are subject to courier partner systems and may not reflect real-time status at all times.
11. LIMITATION OF LIABILITY
VELZEEN’s responsibility is limited to the successful handover of the shipment to the courier partner and coordination for delivery.
VELZEEN shall not be liable for:
- delays caused by third-party logistics providers
- loss or damage after delivery is confirmed
- indirect, incidental, or consequential losses
In all cases, liability shall not exceed the value of the order placed.
12. CONTACT FOR SHIPPING QUERIES
For shipping, delivery, or logistics-related queries:
Email: [email protected]
WhatsApp: +91-8699349184
13. POLICY MODIFICATIONS
VELZEEN reserves the right to amend, update, or modify this Policy at any time to reflect changes in logistics practices, operational requirements, or legal obligations.
Continued use of the Platform after such updates constitutes acceptance of the revised Policy.
14. PAYMENT DISPUTES AND TRANSACTION SECURITY
14.1 Payment Processing
All payments made on the Platform are processed through secure and authorized third-party payment gateways, including Razorpay, in accordance with applicable regulatory and security standards.
VELZEEN does not store sensitive financial information such as card numbers, CVV, or UPI PINs. Payment authentication is handled directly by the payment gateway and associated banking institutions.
14.2 Transaction Authorization
By placing an order on the Platform, the Customer confirms that:
- The payment instrument used is valid and legally owned by them
- The transaction is authorized and legitimate
- The Customer has sufficient funds or credit available
VELZEEN reserves the right to cancel or hold orders in case of suspected fraudulent transactions, payment verification failures, or abnormal activity.
14.3 Chargebacks and Payment Disputes
Customers agree that before initiating any chargeback, dispute, or payment reversal request with their bank, card issuer, or payment provider, they shall first contact VELZEEN and allow a reasonable opportunity to resolve the issue in accordance with the Return, Refund, and Shipping Policies.
Initiating a chargeback after:
- successful delivery of the product, or
- failure to follow the return/refund process defined by VELZEEN
- shall be treated as a misuse of the Platform.
14.4 Evidence and Proof of Delivery
VELZEEN maintains transaction and fulfillment records including:
- Order confirmation
- Payment confirmation
- Shipment tracking details
- Delivery confirmation (including courier verification or OTP where applicable)
Such records shall constitute valid evidence in the event of any payment dispute, chargeback, or investigation.
14.5 Suspension and Recovery Rights
In cases involving chargeback abuse, fraudulent disputes, or repeated payment reversals, VELZEEN reserves the right to:
- Suspend or restrict the Customer’s account
- Disable Cash on Delivery (COD) facility
- Recover associated costs including shipping, handling, and chargeback penalties
- Initiate appropriate legal action where necessary
14.6 Refund Handling in Dispute Cases
If a chargeback or dispute is initiated before completion of the return process:
- The refund request shall be placed on hold
- Duplicate refund claims shall not be processed
Refunds shall only be processed in accordance with the Return & Refund Policy.
14.7 Compliance with Payment Gateway Terms
All transactions are subject to the terms and conditions of the payment gateway provider and applicable banking regulations.
By completing a transaction, the Customer agrees to comply with such terms in addition to VELZEEN’s policies.
Legal Note
This Policy is designed to ensure transparency, operational clarity, and compliance with applicable Indian laws while balancing logistical feasibility and customer experience.