VELNORA Fashion Hub – Return, Exchange & Refund Policy

At VELNORA Fashion Hub, we carefully check our products before dispatch and aim to provide a smooth and trustworthy shopping experience. To protect both our customers and our business from misuse, returns, exchanges, replacements, and refunds are handled according to the conditions below.

1. Eligible Returns / Replacements

A return, replacement, or refund request may be accepted if:

• You receive a wrong product.
• You receive a wrong size different from the size you ordered (for example, you ordered M but received XL).
• You receive a wrong colour different from the colour you ordered.
• The product arrives damaged.
• The product has a manufacturing defect.
• An item included in your confirmed order is missing from the package.

Any such issue must be reported to VELNORA Fashion Hub within 3 days of delivery.

2. Unboxing Video Required for Claims

For claims involving a damaged product, manufacturing defect, wrong product, wrong size, wrong colour, or missing item, customers must record a clear and continuous unboxing video starting before the sealed courier package is opened.

The video should clearly show:

• The sealed package before opening
• The shipping label/order details
• The complete opening of the package
• The product received
• The claimed issue clearly

The video should be continuous and without cuts or edits. A video recorded after the package has already been opened, or an unclear, edited, or incomplete video, may not be accepted as sufficient verification.

Claims without sufficient proof, including the required unboxing video for the above issues, may be rejected where permitted by applicable law.

3. Customer-Requested Returns / Exchanges

If the correct product, size, and colour ordered by the customer have been delivered but the customer still wishes to return or exchange the product due to personal preference, fit, size selection, change of mind, or similar reasons, VELNORA Fashion Hub may consider the request on a case-by-case basis.

Such returns or exchanges are not automatically guaranteed and require prior approval from VELNORA Fashion Hub.

If approved, the customer will be responsible for the applicable return shipping charges.

In case of an exchange, the customer may also be required to pay the applicable shipping charge for sending the replacement product.

Any original shipping/delivery charge paid while placing the order may be non-refundable for customer-requested returns or exchanges, except where required by applicable law.

Size exchanges are subject to the requested size being available in stock.

4. When VELNORA Will Bear Shipping Charges

If VELNORA Fashion Hub has sent a verified:

• Wrong product
• Wrong size
• Wrong colour
• Damaged product
• Defective product

then the applicable return/replacement shipping cost will be borne by VELNORA Fashion Hub, subject to verification of the claim.

5. Return Condition

Any product approved for return or exchange must be:

• Unused
• Unworn
• Unwashed
• Unaltered
• Free from stains, perfume, makeup, or other signs of use
• Returned with original tags and packaging intact

Products that have been used, worn, washed, altered, damaged after delivery, or returned without the original tags may not be accepted.

6. Colour & Appearance

We make every effort to display product colours and details as accurately as possible. However, slight colour variations may occur due to photography, lighting conditions, or differences in mobile, computer, or other display settings.

Minor colour variations caused by these factors will generally not be considered a product defect.

However, if VELNORA Fashion Hub sends a different colour from the colour actually ordered, the customer may raise a claim under this policy.

7. Size & Fit

Customers are requested to carefully check the available size information before placing an order.

If the customer orders a particular size and VELNORA Fashion Hub delivers a different size, it will be treated as an incorrect product and will be eligible for a verified return/replacement.

If the correct size ordered was delivered but the customer later requires another size because of fit or personal preference, it will be treated as a customer-requested exchange and will be subject to approval, stock availability, and applicable shipping charges.

8. Refunds

Once an approved returned product is received and inspected, we will notify the customer regarding the status of the return.

If a refund is approved, it will normally be processed to the original payment method used for the order. The time required for the refunded amount to appear may depend on the customer's bank, UPI service, card issuer, or payment provider.

Where appropriate and agreed with the customer, VELNORA Fashion Hub may provide a replacement instead of a refund.

9. Order Cancellation & Cancellation After Dispatch

If you wish to cancel an order, please contact VELNORA Fashion Hub as soon as possible after placing the order.

Before Dispatch:
If the cancellation request is received before the order has been dispatched or handed over to the courier, the order may be cancelled and the eligible amount will be refunded to the original payment method.

After Dispatch / While Order Is In Transit:
If the customer requests cancellation after the order has already been dispatched or handed over to the courier, including while the shipment is in transit and has not yet been delivered, VELNORA Fashion Hub may request the courier to return the shipment to us.

Once the shipment is successfully returned to VELNORA Fashion Hub, the eligible refund will be processed after verification of the returned package.

In such customer-requested cancellations, shipping/logistics charges already incurred by VELNORA Fashion Hub may be deducted from the refundable amount, including applicable forward shipping and return-to-origin (RTO) charges.

The remaining eligible amount will be refunded to the customer's original payment method.

Refusal of Delivery:
If a customer refuses delivery of a prepaid order without a verified issue attributable to VELNORA Fashion Hub, the shipment may be treated as a customer-requested cancellation after dispatch. Applicable shipping and return-to-origin charges may be deducted before processing the eligible refund.

If the cancellation or return is required because of an error attributable to VELNORA Fashion Hub, applicable deductions will be handled in accordance with this policy and applicable consumer law.

10. How to Request a Return / Exchange

To raise a request, contact VELNORA Fashion Hub through the contact details provided on our website within the applicable return period.

Please provide:

• Your order number
• Reason for return/replacement/exchange
• Clear photographs of the product and issue
• Continuous unboxing video where required under this policy

Please do not send a product back without receiving prior return approval from VELNORA Fashion Hub.

Unauthorized returns may not be accepted.

11. Fraudulent or Misuse Claims

VELNORA Fashion Hub reserves the right to verify all return, replacement, exchange, and refund requests. Requests containing false information, insufficient evidence, manipulated/edited proof, or products showing signs of use or intentional damage may be rejected.

All returns, exchanges, replacements, and refunds are subject to this policy and applicable consumer laws in India.