Refund Policy

Last updated : 5 November, 2026

This policy explains when refunds are applicable and how they are processed for purchases made through the VELQU website.

1. Refund Eligibility

A refund may be issued in the following situations:

An eligible order is cancelled.
A returned product is approved for a refund.
A wrong, damaged or defective product cannot be replaced or exchanged.
A shipment is lost or cannot be delivered and qualifies for a refund.
VELQU otherwise approves a refund.

All refunds are subject to our applicable policies, order status, product condition and circumstances of the request.

2. Refund Process & Inspection

For returned products, refunds will generally be initiated only after the product has been received and inspected, where required.

Once approved, refunds for prepaid orders will generally be issued to the original payment method. Another suitable method may be used where required by the payment provider.

For eligible COD orders, customers may need to provide bank account or other payment details to receive a refund.

3. Partial Refunds & Deductions

A partial refund may be issued if only part of an order qualifies for a refund or applicable charges need to be deducted.

Any applicable deduction will be communicated to the customer.

4. Refund Processing Time

Once approved, refunds will generally be processed within 14 business days.

The time taken for the amount to appear in your account may vary depending on your bank, payment gateway or payment provider.

5. Cancelled Orders, Failed Payments & Deliveries

Eligible cancelled orders will be refunded according to our Cancellation Policy.

If payment is deducted but the order is not successfully placed, or a transaction is automatically reversed, the refund will follow the payment gateway’s processing procedure.

For eligible prepaid orders returned to VELQU due to failed delivery, refunds will be received within 14 business days.

For undelivered COD orders, no refund is generally required as payment has not been collected.

If a refund has been confirmed but has not appeared within the expected timeframe, please contact us with your order number and payment details.