Refund & Cancellation Policy

A customer may request cancellation of an order before it has been dispatched or otherwise committed to fulfilment.

We will make reasonable efforts to process an eligible cancellation request, but cancellation cannot be guaranteed merely because a request was submitted before the customer received a shipping notification.

Orders may move through payment verification, packing and courier allocation quickly. Once fulfilment has progressed beyond a stage where cancellation is operationally possible, the order may need to proceed through delivery and, where eligible, the Return Policy.

To request cancellation, contact us using the official support details listed on this page.

Please provide:

• Order number or Order ID.
• Name used to place the order.
• Registered email address or mobile number.
• Product or products you wish to cancel.
• Reason for cancellation, where requested.

We may verify the request before changing the order status to protect customers from unauthorised cancellations.

Once an order has been handed to a courier or logistics partner, direct cancellation may not be technically or operationally available.

If you no longer require the item, please review our Return Policy after delivery to determine whether the product qualifies for return.

We may cancel an order where reasonably necessary, including where:

• The selected product becomes unavailable.
• Payment is unsuccessful or cannot be verified.
• Delivery information is materially incomplete.
• There is an obvious pricing or inventory error.
• The transaction is reasonably suspected to be fraudulent or unauthorised.
• Fulfilment is prohibited by law or a competent authority.
• A product cannot reasonably be supplied due to an operational issue.

Where we cancel a prepaid order after successfully receiving payment, an eligible refund will be initiated for the amount due.

Where a return is approved under our Return Policy, a refund will ordinarily be initiated after the returned product has been received and the return conditions have been verified.

Inspection may include verification of:

• Correct product identity.
• Condition of the returned product.
• Original tags and components where applicable.
• Whether the product shows signs of use or alteration.
• Reason for return where relevant to eligibility.

Once an eligible return is accepted, the applicable refundable amount will proceed to the refund stage.

Wherever reasonably possible, a refund for a prepaid order will be initiated through the same payment method used for the original transaction.

Depending on the payment provider, transaction type or technical limitations, an alternate lawful refund method may be required. Where this occurs, we may request appropriate details necessary to process the refund.

Where an eligible refund relates to a Cash on Delivery order, the refund cannot ordinarily be returned in cash through the original courier collection.

An appropriate electronic refund method may therefore be used. We may request limited payment details required to complete the refund, such as UPI or bank information, through an appropriate process.

The customer is responsible for providing accurate refund-payment information.

Eligible refunds will be initiated within a reasonable period after cancellation approval, return approval or verification of the relevant payment issue.

After a refund has been initiated by us, the time taken for the amount to appear in the customer's account may depend on the bank, card network, UPI provider, payment gateway or other payment service provider.

Such external settlement or reversal timelines are not fully under our control.

In some cases, a payment attempt may appear unsuccessful on the website even though the customer's bank or payment application temporarily shows a debit.

Such transactions may automatically reverse through banking or payment-network processes if the payment was not successfully received against the order.

If the amount remains unresolved, please contact your payment provider and our support team with the relevant transaction information so the matter can be reviewed.

If the same order appears to have been charged more than once, contact us with the Order ID and available transaction references.

After verification that an unintended duplicate payment was actually received, the duplicate amount will be handled through an appropriate refund or reversal process.

If a product is delivered damaged, defective, incomplete or materially different from the product ordered, please contact us promptly with the Order ID and information necessary to understand the issue.

We may request clear photographs of the product, packaging, shipping label or relevant defect where reasonably necessary.

After verification, an appropriate remedy may include replacement, exchange, return, refund or another lawful resolution depending on the circumstances.

Whether shipping, delivery or other charges are refundable depends on the reason for cancellation or return and the circumstances of the transaction.

Where an order is cancelled because we cannot fulfil it, or where an eligible refund arises from an incorrect, defective or damaged product attributable to fulfilment, applicable charges will be handled consistently with applicable law and the transaction circumstances.

Charges related to completed services or customer-initiated returns may be treated differently where permitted and clearly disclosed.

Refunds are generally based on the amount actually paid for the eligible product after applicable discounts, promotions or coupons.

A promotional coupon may not be restored or converted into cash merely because an order is cancelled or returned, unless required by the promotional terms or applicable law.

Where a promotion depended on a minimum order value or combination of products, returning part of the order may affect the applicable promotional benefit where this was clearly disclosed and is legally permitted.

Where technically available, cancellation may apply to selected products in a multi-item order rather than the entire order.

Similarly, where only some products are eligible for return or refund, the refund may be limited to the applicable portion of the transaction.

If you have been informed that a refund has been initiated but it has not appeared within the payment provider's expected processing period, you should first check with your bank or payment provider.

You may also contact us with the Order ID so that we can review available refund-status information.

We may review refund and cancellation requests where there is reasonable evidence of fraud, product substitution, fabricated payment claims, intentional damage or systematic misuse of the refund process.

A request may be restricted or declined where supported by reasonable evidence and permitted by applicable law.

Genuine consumer complaints and statutory remedies are not intended to be restricted by this provision.

This Policy is intended to operate consistently with applicable Indian consumer and e-commerce requirements, including applicable provisions of the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.

Nothing in this Policy is intended to waive, remove or reduce a statutory right or remedy that cannot lawfully be excluded.

Velvet Mart Technology Private Limited may revise this Policy to reflect changes in payment systems, fulfilment processes, website functionality, applicable law or business practices.

The updated version will be published on this page together with a revised Last Updated date.