Refund policy

Return and Refund Policy for VeltroMart

Last Updated: July 27, 2026

At VeltroMart, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a straightforward, customer-friendly return and refund process.

1. Return Eligibility Criteria

To qualify for a return or exchange, your item must meet the following conditions:

  • Timeframe: The return request must be submitted within 7 days of delivery.

  • Condition: The product must be unused, unwashed, undamaged, and in its original condition.

  • Packaging: The item must remain in its original packaging, complete with all included tags, accessories, and user manuals.

  • Proof of Purchase: You must provide your order number or purchase confirmation email.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect:

  • Contact our team within 48 hours of delivery at framecrewco@gmail.com.

  • Attach clear photos or a short unboxing video highlighting the issue alongside the shipping label.

  • Once verified, we will arrange a free replacement or process a 100% full refund.

3. Return Shipping & Costs

  • Defective/Incorrect Items: VeltroMart covers all reverse courier charges.

  • General Returns (Change of Mind): If you decide to return an item for personal reasons, a flat reverse pickup fee of ₹70 will be deducted from your total refund amount.

  • Our team will schedule an automated reverse pickup from your address.

4. Refund Processing & Timelines

  • Prepaid Orders (UPI / Cards / Net Banking): Refunds are credited to your original payment method within 5–7 business days after inspection at our warehouse.

  • Cash on Delivery (COD) Orders: COD refunds are processed via Direct Bank Transfer or UPI ID once our team verifies your account details.

5. Exchanges

If you wish to exchange a product for a different unit or color:

  1. Send an exchange request to framecrewco@gmail.com with your order ID.

  2. Once approved, we will collect the original item and dispatch your replacement unit immediately.

6. Non-Returnable Items

For hygiene and safety reasons, the following items are excluded from returns:

  • Opened or used personal care products and skin-contact beauty tools.

  • Final clearance or items explicitly marked as non-returnable.

7. Customer Support

For any return or refund queries, contact our support team during operating hours:

  • Store Name: VeltroMart

  • Support Email: framecrewco@gmail.com

  • Business Support Hours: Monday to Friday, 10:00 AM to 6:00 PM (IST)