At Veltino, we want you to love what you ordered. Please read this policy carefully before placing your order. By buying from us, you agree to the terms below.
1. At a Glance
- Exchange: Available within 3 days of receiving your order, if the product meets the conditions in this policy.
- Return and refund: Available only for a confirmed manufacturing defect.
- Damaged, defective or wrong product from our side: Report it within 3 days of delivery and we will make it right, with shipping charges paid by us.
- Change of mind, personal preference or wrong size ordered: No return or refund. A size or design exchange may be possible, with shipping charges paid by the customer.
2. Exchange Policy
We accept exchange requests made within 3 days of the date you receive the product.
To be eligible for an exchange:
- The product must be unused, unworn and unwashed.
- All original tags, labels and packaging must be intact.
- The product must have no stains, damage, alterations or signs of wear.
- The replacement size or product must be in stock.
- We may ask for clear photos or a video of the product to verify its condition.
If the size or product you want is not available, we will discuss a suitable alternative with you.
3. Size and Design Exchanges (Customer’s Choice)
Please use the size chart on the product page to choose your size, and check the product photos and details before ordering.
If you want an exchange because of a size or design choice, such as ordering the wrong size or wanting a different design, it is treated as a customer-side request. In this case, the customer must pay the shipping charges for both directions: the forward shipping (sending the replacement to you) and the reverse shipping (returning the original product to us).
A size or design exchange is not a manufacturing-defect return and is not eligible for a refund.
If the size or product issue is due to our mistake, such as sending the wrong size, a wrong design, or a product different from what you ordered, we will exchange it at no extra cost, and Veltino will pay the shipping charges for both directions (forward and reverse).
4. Returns and Refunds
Returns and refunds are available only if the product has a confirmed manufacturing defect.
We do not accept returns or give refunds for:
- Change of mind or personal preference.
- Wrong size or colour chosen by the customer.
- The product looking slightly different from the photos on screen.
- Minor differences in colour, texture or finish.
- Damage caused after delivery, improper washing or handling, or normal wear and tear.
- Products that have been used, washed or altered.
Manufacturing Defects
If you receive a product with a genuine manufacturing defect, contact us within 3 days of receiving your order. We may ask for clear photos or a video of the defect.
Once our team verifies and approves the defect, we may offer a replacement or, where applicable, a refund. The final decision depends on the nature of the defect and product availability. For approved defects, Veltino will bear the shipping cost of the return and replacement.
5. Damaged or Wrong Product Received
If your package looks damaged when it arrives, or you receive the wrong product, please take clear photos or a video of the package and the product straight away. Then contact us within 3 days of delivery with:
- Your order number
- Photos or videos of the package and the product
- A short description of the issue
We will review your case and offer a suitable solution after verification. If the issue is an error on our side, we will bear the shipping cost.
6. Items Not Eligible for Exchange, Return or Refund
A product will not be accepted if it:
- Has been worn, used or washed.
- Has been altered, damaged or stained after delivery.
- Has any original tag, label or packaging missing.
- Has traces of perfume, deodorant or other use.
- Has been damaged because of improper care.
7. How to Request an Exchange or Report a Defect
Contact us on WhatsApp or email within 3 days of receiving your order, and share:
- Order number
- Name and registered mobile number
- Reason for your request
- Clear photos or videos of the product
Our team will review your request and let you know the next steps. Please do not send any product back to us before we confirm your request.
8. Time Limit
All exchange, return and defect requests must be raised within 3 days of receiving the product. Requests made after this period may not be accepted.
9. Refund Processing
Where we approve a refund for a verified manufacturing defect, it will be processed after we have received and checked the product. The refund will go to the original payment method for prepaid orders. For Cash on Delivery orders, we will ask for your UPI or bank account details. Refunds are usually processed within 5 to 7 working days after approval.
The ₹200 COD charge is non-refundable, even where a refund is approved.
10. Verification and Final Decision
Every exchange, return and refund request is subject to verification by Veltino. Submitting a request does not guarantee approval. We may ask for photos, videos or other information to check the condition of the product and the issue reported.
This policy does not affect any rights you have under applicable consumer protection laws.
11. Contact Us
For any exchange, return or refund query, please contact us:
Brand Name: Veltino
Email: care.veltino@gmail.com
Phone / WhatsApp: +91 72080 10869
Business Address: Munna Market, Shop No. 6, Naya Nagar, Mira Road East, Mumbai, Maharashtra – 401107, India.