Velorse is a brand of Polka, Mumbai. Every piece is hand-finished in small batches, so we operate a replacement-first policy. Refunds are issued only in the rare scenarios listed below.
1. Free Replacement (Our Fault — Default Resolution)
If the issue is on our end, we offer a free replacement or size exchange in the following eligible cases:
- Size or fit issue — wrong size delivered, or the size received does not match the Velorse size chart.
- Manufacturing defect — broken zip, open seam, missing embellishment, fabric flaw.
- Wrong product — item received is different from the one ordered.
- Damaged in transit — reported within 24 hours of delivery with unboxing photos / video.
Request must be raised within 48 hours of delivery. The item must be unworn, unwashed, unaltered, with all original tags, hygiene seals and packaging intact. We arrange reverse pickup at our cost.
2. Replacement / Exchange — Customer's Fault
If the issue is not our fault (change of mind, styling preference, ordered wrong size, etc.), a replacement is still possible with the following charges:
- ₹100 Replacement Charge — payable before the replacement is dispatched
- Return shipping cost — customer must arrange and pay for return shipping to our atelier; we do not provide reverse pickup for customer-fault returns
3. Refund (Rare Scenarios Only)
A monetary refund is issued only when:
- The same product (or an equivalent size) is permanently out of stock and no replacement is possible.
- The order is undelivered / lost in transit and cannot be re-shipped.
- We are unable to fulfil your order from our end.
Refunds are not issued for change of mind, styling preference, colour perception on screen, minor fit preferences within size-chart tolerance, or for discounted / final-sale items.
4. Non-returnable & Non-refundable Items
- Any product being sold on discounts, promotions or marked as final-sale — not eligible for return, exchange or refund
- Customised / made-to-measure pieces
- Pierced jewellery and intimates, for hygiene reasons
5. Cash on Delivery — ₹50 Extra Charge
COD orders carry a ₹50 extra charge, collected online at the time of order placement. This is a non-refundable convenience fee for providing COD service. It is separate from the order value and is not adjusted against your order. The ₹50 is forfeited on customer-side refusal or RTO.
6. Refund Processing Time
Approved refunds are issued to the original payment method within 5–10 business days. For COD orders, refunds are processed via NEFT / UPI to a bank account you share with us.
7. How to Raise a Request
Email hello@velorse.com, WhatsApp +91 99874 39348, or use Live Chat with your order number, reason and clear photographs. Our client services team responds within 12 working hours.
