Politique de remboursement

This Refund, Return, Exchange & Cancellation Policy(“Policy”) is issued by Velanstore.com (“Velanstore,” “Company,” “we,” “our,” “us”) and applies to all customers, purchasers, and users (“you,” “your,” “consumer”) who place an order through our online marketplace. By completing a purchase, you agree to be legally bound by the terms outlined herein, whether or not you have fully read, understood, or voluntarily consented to all sections of this document.

 

 

Part A – Definitions & Interpretations

 

 

  1. “Product” shall include but not be limited to any furniture, appliance, cookware, tool, accessory, or service offered for sale.

  2. “Brand Authorized Service Partner (BASP)” shall refer to the official, manufacturer-approved service provider responsible for repairs, installations, and warranty claims.

  3. “Refund” shall mean a partial or full reversal of payment, issued via approved channels, which may include bank transfer, e-wallet credit, or reward points.

  4. “Replacement” shall mean issuance of the same or equivalent product in lieu of the original, subject to availability.

  5. “Exchange” shall mean return of an old item in consideration for a discount or substitute product, governed by additional terms.

  6. “Return Window” refers to the specific duration, starting from the date of delivery (inclusive of weekends/holidays), during which a return may be initiated.

  7. “Non-Returnable” shall denote product categories specifically excluded from return/refund.

  8. Interpretation: Singular shall include plural, and vice versa. Headings are for convenience only and do not affect interpretation.

 

 

 

 

Part B – Scope of Applicability

 


This Policy applies exclusively to orders placed through Velanstore.com with delivery addresses located within the Republic of India. Orders fulfilled outside India, whether directly or indirectly, are automatically excluded from the scope of returns, refunds, or replacements.

 

 

 

Part C – Category-Based Eligibility

 


 

1. Eligible Categories

 

 

  • Furniture

  • Home Tools & Accessories

  • Kitchen Tools & Accessories

  • Appliances (Small & Large)

 


Return Window: 10 days (calendar basis).


Actions Permitted:

 

  • Refund (subject to verification and brand approval).

  • Replacement (maximum of one instance per order).

 


Special Conditions:

 

  • Installation must be carried out solely by a BASP.

  • Products collected in exchange programs (e.g., old appliances) shall not be returned under any condition.

  • New exchange items are not refundable but may be replaced if damaged.

  • Defects identified within 24 hours may qualify for refund/replacement.

  • Defects reported after 24 hours are redirected to BASP.

 

Direct Service Partner Links

 


For immediate redressal, customers are advised to reach out directly to authorized service networks:

 

 

 

 

 


 

Policy-Specific Resources

 

 

  • Official Brand Support Quick Links — Click Here

  • Warranty Snapshot for Cookware & Appliances — Click Here

 


 

2. Non-Returnable Categories

 

 

Cleaning products

Crockery / Glassware

Used cookware

Exchanged items already collected

Spare, Services / Repair

Personalized / Customized items

Gift items

Products under polishing, plating, or restoration services

International shipments

LPG gas cylinders

 

 

 

Part D – Conditions for Return Pick-Up

 


At the time of pick-up, products must pass a multi-point inspection. Non-compliance in even one parameter will result in rejection of the return.

 

  • Correctness: IMEI/serial number/barcode must match invoice.

  • Completeness: All accessories, manuals, freebies included.

  • Unused Condition: No usage, tampering, or washing.

  • Damage-Free: No scratches, dents, tears, or signs of wear.

  • Packaging Integrity: Original box intact.

 

 

 

 

Part E – Refund Mechanism

 

 

  • Refunds are processed after product verification.

  • Refund method may vary depending on payment mode; wallet credit may be offered as default.

  • Refunds may be subject to deductions of shipping charges, gateway fees, or COD handling charges.

  • Timelines:

     

    • Bank/E-wallet refunds: 7–10 business days

    • Wallet refunds: Typically 24–48 hours

     

  • Delays caused by third-party financial institutions are beyond Velanstore’s liability.

 

 

 

 

Part F – Replacement Rules

 

 

  • Only one replacement per order is permitted.

  • Replacement is dependent on stock availability.

  • In case of stock-out, refund may be issued at Company’s discretion.

  • Partial replacements (e.g., defective accessories) may be issued.

  • Post-replacement, further returns or refunds are prohibited.

 

 

 

 

Part G – Cancellations


Orders may be cancelled strictly prior to the order attaining “Processing” status (in the case of prepaid transactions) or “Partial Paid” status (in the case of Cash on Delivery transactions). Upon the order entering the “Processing” stage, any request for cancellation shall mandatorily require prior written communication via WhatsApp at +91 9363639123 and shall remain subject to verification, internal review, and express approval by Velanstore. The Company reserves the unconditional and absolute discretion to accept, reject, or conditionally approve such cancellation requests without assigning reasons.


Refunds arising from approved cancellations shall be initiated within 7–10 business days and shall be subject to deductions including, but not limited to, payment gateway processing fees, transactional levies, logistics charges, packaging costs, administrative handling fees, and any other incidental expenses incurred by the Company up to the stage of cancellation.


Refusal of delivery in the case of Cash on Delivery (COD) transactions shall automatically result in forfeiture of any advance amount paid and may further attract additional logistical recovery charges at the Company’s discretion.

 

 

 

Delivery Failure, Customer Non-Availability & Return to Origin (RTO)

 


In circumstances where delivery cannot be successfully completed due to customer unavailability, inaccessibility, incorrect or incomplete delivery details, refusal to accept shipment, failure to respond to courier communications, or any other act or omission attributable to the customer, resulting in the shipment being returned to origin (RTO), such event shall be conclusively construed as a customer-initiated cancellation subsequent to dispatch.


In such cases, the following financial consequences shall apply:

 

  • A non-refundable retention amount equivalent to twenty percent (20%) of the total product value shall be imposed.

  • Original outbound shipping charges shall remain non-refundable.

  • Reverse logistics / Return to Origin (RTO) charges shall be deducted.

  • Payment gateway processing fees and transactional charges shall be deducted.

  • COD handling charges, where applicable, shall be deducted.

  • Any ancillary packaging or warehousing costs incurred shall be recoverable.

 


Refunds, where deemed applicable, shall be processed solely after the product has been physically received at the Company’s warehouse and has successfully passed multi-point verification in accordance with Part D of this Policy.

 

 

 

Reattempt of Delivery

 


Where delivery failure arises due to customer non-availability or inaccessibility, the Company may, at its sole discretion and without obligation, offer a reattempt of delivery subject to:

 

  • Prior written confirmation from the customer;

  • Full payment of additional shipping, handling, and logistical charges;

  • Availability of courier services for re-dispatch.

 


Velanstore reserves the right to restrict, limit, or refuse further delivery attempts in cases of repeated delivery failures.

 

 

Velanstore shall not be liable for any delay, loss, inconvenience, or consequential damages arising out of delivery failure attributable to customer negligence, omission, refusal, or inaction. All determinations made by the Company in relation to cancellation, deductions, reattempt, and refund computation shall be final and binding.

 

 

 

 

Part H – Customer Obligations

 

 

  1. Customers must inspect deliveries upon receipt and immediately notify any damages within 24 hours.

  2. Customers must preserve original packaging for 10 days post-delivery.

  3. For appliances requiring installation, unboxing is strictly prohibited until the BASP arrives.

  4. Failure to comply with obligations may nullify return/refund eligibility.

 

 

 

 

Part I – Limitations & Disclaimers

 

 

  • Velanstore acts solely as a marketplace; responsibility for product performance lies with the brand/manufacturer.

  • Minor cosmetic issues not impacting usability are not valid grounds for returns.

  • Dimensions/weight mismatches qualify only if significant (to be assessed by BASP).

  • Shipping charges and handling fees are non-refundable.

  • Liability for defective/damaged products rests with the brand, not Velanstore.

 

 

 

 

Part J – Liability & Indemnity

 

 

  1. Velanstore shall not be liable for indirect, incidental, or consequential damages arising from product use.

  2. Customers agree to indemnify Velanstore against claims, disputes, or charges arising from misuse, unauthorized installation, or warranty violations.

  3. Refunds and replacements are remedies of last resort; no additional damages are payable.

 

 

 

 

Part K – Dispute Resolution & Governing Law

 

 

  • Any disputes arising under this Policy shall first be attempted to be resolved amicably.

  • All disputes shall be subject to the exclusive jurisdiction of the courts in Chennai, Tamil Nadu, and governed by the laws of India.

 

 

 

 

Part L – Policy Updates

 


Velanstore reserves the right to modify, amend, suspend, or withdraw this Policy at any time without prior notice. Updated versions will be published on the website, and continued usage shall imply acceptance.

 

 

 

Final Clause

 


Placing an order constitutes irrevocable acceptance of this Policy in its entirety, irrespective of whether you have read or understood all sections. Customers are encouraged to contact brand service partners for all issues. The final decision in every case rests with the respective brand.