Returns and Refunds Policy

Return & Exchange Policy

It’s okay to change your mind.

We offer Hassle-free and FREE returns/exchange for all orders within India only.

  • If you are not 100% satisfied with your purchase, please contact our support using our help desk or email us at [email protected]
  • Any issues related to defect/damages/sizing must be raised within 24 hours of receiving the items, else they shall not be entertained.
  • Send us an image of the item within 24 hours of receiving the delivery package on WhatsApp number +91 8585854206 or email us at [email protected]
  • You can opt to exchange the item or receive store credit for future purchases that will be valid for 1 year only from the date of purchase. The exchange will not be allowed for items on clearance sale, flash deals, festive offers or any other discount offers.
  • As soon as you notify our team we will initiate the exchange process and guide you through our hassle-free exchange/returns procedure.
  • By default, Items can only be picked up from the same address to where it was shipped. For any change in address, please contact customer care.
  • Kindly inform the customer care when the package is picked up from your address, preferably with the photo of the pickup receipt, so that we can keep a track of the returning order

We request you to be patient in the processing of exchanges/receiving store credit since there can be a slight delay in processing the exchange during the festive and holiday season or due to the non-availability of the desired product.

We do accept returns/exchanges with respect to the following conditions:

  • The exchange will not be allowed for items on clearance sale, flash deals, festive offers or any other discount offers.
  • The item shouldn’t have been used in any way.
  • The return or exchange request is made within 24 hours of delivery.
  • Returns within India are free just for one time.
  • Once your return is accepted, the exchange or credit will be issued within 14 days of our services accepting your return.
  • No extra discounts can be availed on exchange products.
  • In cases of gifts, any returns or exchanges can only be initiated by the original purchaser of the product.
  • Failing to hand over the products in original packing despite 3 pickup attempts will result in the cancellation of an exchange request.
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Our exchange policy is valid for 24 hours after you receive the product. To avoid any misuse of this policy, any cases of late notification or any unreasonable demand will be handled at the company’s discretion and we reserve the right to not process those returns.

SUBSEQUENT CHANGES IN THE SAME ORDER:

The shipping charges are covered by us only for the first time for a particular product. For any subsequent exchanges on the same order, the customer will have to follow the following procedure:

  • Inform the customer care on Whatsapp or email [email protected] within 24 hours of receiving the items
  • Please send the product back to our office at your own expense within 5 working days and share the receipt image with us.
  • The return office address will be provided  to you by our customer care team.
  • The item should be in its original packing with all tags and coupons.
  • The 2nd exchange order will be at your own expense, which can vary from ₹100-₹150 depending upon your city.
  • The next exchange order will be processed by our team only after we receive back the items in the due time frame, with all the original packing (the outer plastic cover not needed) and in intact/unused condition.
  • Customers can choose to exchange the item or receive store credit for future purchases that will be valid for 1 year. The exchange will not be allowed for items on clearance sale, flash deals, festive offers or any other discount offers

We mention particulars of the products like colour, material, size etc with every item in an easy to understand manner. We encourage all our customers to read it before placing their order. However, if there is still a sizing issue on receiving the product, we will process the exchange with the same or any other design of your preference. It should be noted that the sizes and colours of the products can not be customised.

REFUND POLICY

We offer Complete refunds in only with the following two conditions, without any exceptions:

1. A prepaid order is lost in transit and the same is marked as “lost” by the shipping company in tracking the status of the order.

2. A prepaid order is not delivered within 15 working days of ordering due to non-serviceable Pin Code or a natural calamity/uncontrollable circumstance and the same is updated by the shipping company in the tracking status of the order.

Our packaging

Jewellery boxes provided along with our jewellery are complementary. We use strong and high-quality boxes and the primary purpose of the boxes is to protect the jewellery in transit and ensure that it reaches you in the best condition.

You can ask for an extra jewellery box, and pay separately along with extra shipping. Please contact our customer care team to enquire about the same. This is only to assist our existing customers and we reserve the right to deny any request for additional boxes to avoid misuse of the branded Velvet Imperial boxes.

Please note that the design and quality of the boxes are completely at our discretion and can be changed without any prior notice.

Having any further query you can contact us here:

Velvet Imperial
F/F, 5208/3, Ganga Ram Ki Sarai, Sadar Bazar
North Delhi,110006
India

Owner contact email: [email protected]