Refund policy

Return & Refund Policy

1. Return Eligibility & Exceptions We take pride in the quality of our products and carefully inspect every order before dispatch. Therefore, we only accept returns in the case of manufacturing defects or if you received an incorrect item.

  • We do not accept returns or issue refunds for "buyer's remorse" (e.g., you did not like the product, changed your mind, or ordered the wrong variant by mistake).
  • Color Disclaimer: Slight color variations may occur due to photography lighting or different screen resolutions. This does not qualify as a manufacturing defect.

2. The 48-Hour Reporting Window If you receive a defective or incorrect item, you must notify us within 48 hours of the delivery date and time. Any claims made after 48 hours of delivery will not be entertained.

3. Mandatory Unboxing Video Requirement To process any return or replacement claim, an unboxing video is strictly required. We cannot process your claim without it. Please follow these guidelines when recording:

  • The video must be a single, continuous, and unedited clip.
  • The video must start with the package fully sealed in its original shipping bag or box.
  • The shipping label containing your name, address, and tracking number must be clearly visible at the start of the video.
  • Show the opening of the package and clearly display the product and the specific defect or damage in the video.

4. How to Initiate a Return To raise a return request, please email us at help@thevellora.co.in within 48 hours of delivery with the following details:

  • Your Order Number.
  • A clear description of the defect or issue.
  • The continuous unboxing video attached (or a cloud storage link to the video if the file size is too large).

5. Resolution & Shipping Process Once we receive your email and verify the unboxing video, our team will investigate the issue. If your claim is approved:

  • We will arrange a reverse pickup for the defective item.
  • Self-Shipping: If reverse pickup is not available for your pin code through our courier partners, you will need to self-ship the item back to us. We will reimburse the standard shipping charges upon verifying the courier receipt.
  • The item must be returned unused, in its original packaging, with all tags and accessories intact.
  • Upon receiving and inspecting the returned item at our facility, we will dispatch a replacement product. If a replacement is out of stock, a full refund will be processed to your original payment method.

6. Failed Deliveries & Rejected Parcels If a prepaid order is returned to us (RTO) due to customer unavailability, an incomplete/incorrect address provided at checkout, or rejection at the time of delivery, a standard deduction for forward and reverse shipping charges will be made from your payment before processing the final refund.