Cancellation & Refund Policy

Last updated: 4 October 2026

We want you to love what you buy from VELÁ. If something is not right, this policy explains how cancellations, returns, replacements and refunds work.

1. Cancelling an order

  • You can cancel any order before it is dispatched by emailing hello@getvela.us with your order number. Prepaid orders cancelled before dispatch are refunded in full.
  • Once an order has been dispatched it can no longer be cancelled, but you can return it under Section 2 below.
  • We may cancel an order if an item is out of stock, the delivery address is not serviceable, or we suspect fraud. If this happens, any amount you paid is refunded in full.

2. Returns within 7 days

You can return an item within 7 days of delivery if it is:

  • unused, unwashed and in the same condition you received it;
  • in its original packaging, with all tags and accessories.

To start a return, email hello@getvela.us with your order number and the reason for the return. We will arrange a reverse pickup where our courier partners service your pin code; if pickup is not available at your address, we will share our return address so you can ship it to us.

Items that have been used, washed, damaged after delivery, or returned without their original packaging cannot be accepted.

3. Damaged, defective or wrong items

If your order arrives damaged, defective or is not what you ordered, please tell us within 48 hours of delivery with your order number and clear photos (an unboxing video helps us resolve it fastest). We will send a free replacement or give you a full refund (your choice) at no cost to you.

4. Exchanges

Want a different colour? Request an exchange within 7 days of delivery. Exchanges depend on stock; if your chosen colour is unavailable we will refund you instead.

5. Refunds

  • Once we receive and check your return, we will email you to confirm whether the refund is approved.
  • Prepaid orders (UPI, cards, net banking, wallets): refunded to the original payment method within 5–7 business days of approval. Your bank may take a few extra days to show it.
  • Cash on Delivery orders: refunded by UPI or bank transfer to the account details you share with us, within 5–7 business days of approval.
  • Shipping is free, so there are no shipping charges to deduct from your refund.

6. Contact

VELÁ, Jannat Apt, Milan Nagar Path, Guwahati, Assam 781038, India
Email: hello@getvela.us