Return & Exchange Policy

At VELVETNOVA, we want you to love your products! To ensure a seamless experience, we've designed a hassle-free return, refund, and exchange policy. Please review the details below:

📅 Return & Exchange Period

You can request a return or exchange within 3 calendar days of receiving your order. The return window is calculated based on the delivery date.

No returns or exchanges are allowed for products purchased on sale.

Orders with "(On Sale)" after the product name or purchased using the discount code NORETURN are not eligible for return or exchange.

📦 Please Do Not Accept Opened or Tampered Packages

Before accepting delivery, kindly inspect the parcel in front of the delivery executive.

If the package appears opened, torn, resealed, or tampered with, please refuse the delivery and inform us immediately.
Once an opened or tampered package has been accepted, we are unable to process claims for damage, missing items, or incorrect products for that order.
Report any refused delivery to us within 24 hours so we can arrange a replacement or refund quickly.

📹 Unboxing Video Is Mandatory

For any wrong product, damaged product, or missing item claim, a clear unboxing video is compulsory.

Start recording before you open the parcel.
The video must be a single, continuous, uncut recording showing the sealed package with the shipping label clearly visible, the full opening process, and the product inside.
Without a valid unboxing video, return, refund, or exchange requests for wrong or damaged products will not be accepted.
Edited, paused, cropped, or partially recorded videos cannot be accepted, as they do not verify the product's condition at the time of opening.
Please share the video along with clear photos within 3 calendar days of delivery via WhatsApp or email.

⇄ Exchange Delivery Timeframe

If the replacement is approved, the exchanged product will be delivered within 7 business days.

🔄 Returns & Refunds

No Restocking Fee: We do not charge any restocking fee for returns.
Refund Processing Time: Approved refunds will be processed within 7 working days to your original payment method.
Free Return Shipping: If your return is approved, VELVETNOVA will cover the return shipping cost.
All return requests are subject to approval based on our return guidelines.
Non-returnable Items: Products marked as non-returnable on the product page and sale items are not eligible for return or exchange.

🔁 Exchange Policy & Charges

A flat ₹99 exchange fee will be applicable for each exchange request.
Customers are entitled to one exchange per order at ₹99.
If a third exchange request is made, additional shipping charges may apply based on courier costs.
All exchange charges must be paid upfront before dispatching the replacement product.

Exchange Timeframe:
We offer exchanges within 3 days of delivery. If you need to exchange your item for a different size or color, please contact us within this period. Exchanges are processed within 7 business days after we receive your returned item.

📝 How to Initiate a Return or Exchange

If you wish to return or exchange an item, please contact us first before sending it back. You can reach out to us via:

📧 Email: contact@velvetnova.in
📱 WhatsApp: +91 81401 62399
💬 Live Chat: Available on our website

Once your request is verified, we'll send you return instructions and a prepaid return label (if applicable).

💰 Refund Process

Customer contacts us to request a return.
We verify the request and share return instructions.
Once we receive and inspect the item, we initiate the refund within 1–2 working days.
Refund is credited within 7 working days to the original payment method.
For Cash on Delivery (COD) orders, refunds are issued via UPI or bank transfer. Customers must share these details.

Note: We do not provide cash refunds for COD orders.

📦 Damaged or Incorrect Items

If you receive a damaged product or the wrong item, we will replace it at no extra cost — provided the conditions below are met.

Contact us within 3 calendar days of delivery.
Share a continuous, uncut unboxing video as described above. This is mandatory — claims without it cannot be approved.
Send clear photos of the issue along with the video.
Once verified, we'll ship a replacement at no additional charge.

📏 Size & Color Exchange

Size or color exchanges are allowed within 3 days of delivery.
A ₹99 exchange fee applies for size or color exchange.
Please contact our support team with a photo of the product and size tag to begin the process.