Refund policy
Welcome to Velixo Mart.
At Velixo Mart, customer satisfaction is our top priority. We want every customer to shop with confidence and enjoy a smooth experience from purchase to delivery.
If you are not completely satisfied with your order, this Return & Refund Policy explains the process, conditions, and guidelines for returns, exchanges, and refunds.
By purchasing from Velixo Mart, you agree to the terms mentioned in this policy.
1. Return Eligibility Criteria
To be eligible for a return, the following conditions must be fulfilled:
- The return request must be submitted within 7 days of receiving the order.
- The product must be unused, unworn, and in its original condition.
- The product must include original packaging, tags, accessories, and included items.
- The customer must provide valid proof of purchase, such as an order number.
- The product should not have any damage caused by misuse, improper handling, or modification.
Velixo Mart reserves the right to reject return requests that do not meet these requirements.
2. Return Timeframe
Customers can request a return within 7 days from the date of successful delivery.
To request a return, please contact our customer support team with:
- Order Number
- Product Details
- Reason for Return
- Clear images or videos of the product (if required)
Our team will review your request and provide further return instructions.
3. Refund Process & Timing
Once the returned product is received and inspected, we will notify you about the approval or rejection of your refund.
If your refund is approved:
- Refunds will be processed within 5–7 business days after approval.
- The refund will be issued through the original payment method whenever possible.
- The actual time taken for the amount to reflect in your account may vary depending on your bank, payment provider, or financial institution.
Shipping charges paid during the original order may not be refundable unless the product received was damaged, defective, or incorrect.
4. Exchange Options
Velixo Mart offers exchanges for eligible products where applicable.
Exchange requests may be accepted in cases such as:
- Wrong product received
- Damaged product received
- Manufacturing defects
- Product issues covered under our return guidelines
Exchange availability depends on product stock. If the replacement product is unavailable, an eligible refund or alternative solution may be provided.
5. Damaged, Defective, or Incorrect Products
We carefully inspect and pack every order before dispatch. However, if you receive a product that is:
- Damaged during delivery
- Defective
- Incorrect or different from what you ordered
Please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
- Order Number
- Clear images/videos of the product
- Description of the issue
After verification, Velixo Mart will provide an appropriate solution, which may include replacement, exchange, or refund.
6. Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, or other restrictions.
Non-returnable items may include:
- Products damaged due to customer misuse
- Used or altered products
- Products without original packaging
- Clearance or final sale items
- Personalised or customised products
- Items specifically mentioned as non-returnable on the product page
7. Return Shipping Costs
Return shipping charges depend on the reason for the return.
- If the product is received damaged, defective, incorrect, or due to an error from Velixo Mart, return shipping costs may be covered by us.
- For other return reasons, customers may be responsible for return shipping charges.
- Return shipping charges are generally non-refundable unless required by applicable law.
Customers are advised to use a trackable shipping service for approved returns.
8. Order Cancellation Policy
Orders can only be cancelled before they are processed or shipped.
Once an order has been shipped, cancellation requests may not be accepted and will be handled according to our Return & Refund Policy.
9. Refund Exceptions
Refunds may not be provided in the following situations:
- Incorrect shipping information provided by the customer.
- Product returned after the allowed return period.
- Product returned in used, damaged, or modified condition.
- Missing original packaging, accessories, or parts.
- Issues caused by customer misuse or improper handling.
10. Contact Information
If you have any questions regarding returns, refunds, or exchanges, please contact us:
Store Name: Velixo Mart
Email: velixo5590@gmail.com
Location: Panchkula
Customer Support: +91 9056303587
Our Commitment
At Velixo Mart, we believe that customer trust is built through transparency and reliable service. Our goal is to make every reits turn and refund experience simple, fair, and hassle-free while continuing to provide a premium shopping experience for our customers.