1. Order Cancellation
1.1 After Shipment
Before accepting the delivery, please check the package for any visible damage. If the package appears damaged or without the POD sleeve or the POD sleeve appears to be tampered with, do not accept it.
1.2 Refusal of Delivery
If an order is refused at delivery, the customer will be be restricted from using cash on delivery as a payment mode for all future purchases.
2. Return and Exchange Policy
2.1 Eligibility
Items must be returned in their original condition, unused , unworn, and in the original packaging, including all tags and accessories.
We accept returns/exchanges only in case of damaged, defective, or incorrect products. You must raise a request within 24 hours of receiving the order by emailing us at (support@velijewels.com) or messaging us on WhatsApp with clear unboxing video and order details.
How It Works
Once approved, we’ll arrange a reverse pickup via our delivery partner. Once we receive and inspect the product, we’ll either send you a replacement or issue store credit. Refunds to the original payment method are not provided, unless the product is out of stock or unavailable.
Return requests are applicable only in cases where the product arrives in a damaged condition. Such claims must be substantiated by an unboxing video to validate the issue within 24 hours of receiving the order. For your protection and to assist us in addressing any issues, please record a full video while opening the parcel along with the opening of the POD sleeve with the shipping label clearly visible. This should be done in the same condition as received. Do not accept the order if the POD sleeve and outer packing seems to be missing or tampered. If there is any product damage or a missing item inside the package, this video will be crucial. Without the video, we will not be able to process any return or exchange requests.
This policy helps us ensure a fair process for both our customers and our business.
Single-product images of a damaged item cannot be verified for authenticity and, therefore, will not be considered valid for processing return/ exchange claims
Contact Method: Return or exchange requests must be made exclusively via email to support@velijewels.com
Response Time: Our dedicated team will respond to your query within 72 hours. Additional details may be required to process your request
2.2 Non-Returnable Items
For hygiene reasons, earrings and any other jewelry that pierces the skin cannot be returned or exchanged unless defective or damaged during transit.
2.3 Return Process
To initiate a return, customers must email us on support@velijewels.com with their order number and reason for the return along with the unboxing video with shipping label intact for in transit related damages.
Upon approval, a return shipping label or further instructions will be provided.
Customers are responsible for the return shipping costs unless the item was received damaged or defective.
A return pickup request will be raised by us, however, in the rare instance when a reverse shipping service is unavailable, the customer would have to return the products in its original packaging to our address.
2.4 Refunds
Store Credits will be processed within 5-7 business days of receiving and inspecting the returned item.
Store Credits will be issued via e-mail and can be used on all future purchases.
Original shipping fees are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective item).
We do not have a Refund policy but can issue store credits only in the event an item is damaged in transit or an incorrect item was sent and such is substantiated with an unboxing video along with the shipping label within 24 hours of receiving the product.
2.5 No Return for Preference-Based Reasons
At Veli Jewels, we maintain strict quality checks before dispatch. However, returns or exchanges will not be accepted if:
- You do not like the product after purchase
- The design does not meet personal expectations
- You change your mind after ordering
2.6 Exchanges
Exchanges are subject to product availability. If the requested item is unavailable, a Store Credit will be processed instead. We do not offer Refunds
3.Damaged or Defective Items
3.1 Notification
Customers must report any damaged or defective items within 24 hours of delivery by emailing support@velijewels.com
3.2 Resolution
Upon verification of the defect or damage, we will offer a replacement or Store Credits, including shipping costs.
4. Refund Exceptions
We reserve the right to refuse a refund or return request if the item shows signs of wear, damage, or alteration by the customer.
Any fraudulent or abusive return activity will result in the denial of future services.
5. Unboxing Video Requirement
To ensure a smooth resolution, an unboxing video is mandatory for any claims regarding damaged or incorrect products. The video must be recorded from the moment the package is unopened and clearly show the issue. Without a valid unboxing video, we will not be able to process any claims.
6 . Policy Updates
Changes to This Policy We reserve the right to modify this Policy at any time without prior notice. Changes will be effective immediately upon posting to the Website. Customers are encouraged to review the Policy periodically.
7.Support & Assistance
Contact Information For any questions or concerns about this Policy, please contact us at:
Email: support@velijewels.com
Whatsapp chat support only: +91 9099146467