Refund & Return Policy

Last Updated: August 8, 2026

At Velnix, we want our customers to have a positive shopping experience.

Because some products sold by Velnix may be intended for intimate or personal use, health, hygiene, and customer safety are important considerations when processing returns.

1. Return Eligibility

Return eligibility depends on the product purchased.

For eligible products, customers may request a return if the product:

• Is damaged when received.
• Is defective.
• Is incorrect compared with the order.
• Is missing from the shipment.
• Has another verified issue covered by our return policy.

The product must generally be unused and in its original condition and packaging.

2. Hygiene Products

For hygiene and safety reasons, opened, used, worn, or unsealed intimate wellness products may not be eligible for return or exchange.

This restriction applies even if the customer changes their mind after opening or using the product.

For apparel products, returns may be accepted subject to the applicable product-specific return conditions, including size, condition, tags, and packaging requirements.

3. Damaged Products

If you receive a damaged product, please contact us promptly after delivery.

We recommend taking photographs or a video of the package before opening it and during the unboxing process.

This may help us investigate damage claims with our logistics partners.

4. Wrong Product

If you receive a product that is different from the product you ordered, contact us with your order details and photographs of the received product.

After verification, we may offer:

• Replacement, subject to availability; or
• Refund, where replacement is unavailable or otherwise appropriate.

5. Defective Product

If you believe your product has a manufacturing defect, contact us with details of the issue.

We may request photographs, videos, or other information to assess the claim.

If the defect is verified and covered by our policy, we may provide a replacement or refund, as appropriate.

6. Return Request Period

Return or issue requests should generally be submitted within 7 days of delivery.

Requests submitted after this period may not be accepted unless required under applicable law.

Recommended: If you want a different return window, change this section before publishing.

7. How to Request a Return

To request a return or report an issue, contact:

📧 support@velnix.shop
📞 +91 8851002355

Please provide:

• Order number
• Customer name
• Registered phone number/email
• Description of the issue
• Photographs/videos where applicable

Our team will review your request and provide further instructions.

8. Refunds

Once a refund is approved, the refund will generally be processed through the original payment method where technically possible.

The time taken for the amount to appear in your account may depend on your bank, card issuer, payment gateway, or financial institution.

9. Cash on Delivery Orders

For eligible Cash on Delivery orders, refunds may require additional verification and may be processed through an available refund method.

Our support team may contact you for the information required to process the refund.

10. Non-Returnable Situations

A return may not be accepted where:

• The product has been used.
• The product has been opened where hygiene restrictions apply.
• The product has been damaged after delivery due to customer handling.
• Original packaging is missing where it is required for the return.
• Product tags or accessories are missing, where applicable.
• The return request is outside the applicable return period.
• The product shows signs of misuse.
• The customer simply changes their mind on a non-returnable intimate/hygiene product.

Nothing in this policy is intended to remove any rights available to consumers under applicable law.

11. Exchanges

Exchanges are subject to product availability and product eligibility.

For apparel, size exchanges may be available where specifically offered on the relevant product page.

12. Contact Us

For returns, refunds, replacements, or product complaints:

Velnix
📞 +91 8851002355
📧 support@velnix.shop
🕒 Monday – Sunday | 9:00 AM – 9:00 PM