Return and Refund Policy

Last Updated: 9th December 2025

Thank you for shopping with Velvet Studio.
We aim to provide premium-quality products and a smooth shopping experience.
This Refund, Return & Exchange Policy (“Policy”) outlines the terms under which returns, refunds, and exchanges are accepted.

By placing an order, you agree to the terms stated below.

1. ELIGIBILITY FOR RETURNS & EXCHANGES

We accept returns and exchanges under the following conditions:

You may request a return or exchange or refund within:

⏱️ 24 to 48 hours from the time of delivery

Requests raised after 48 hours will not be accepted under any circumstances.

✔ Product must be:

  • Unused and unworn
  • Unwashed
  • Undamaged
  • Free from stains, perfume, or makeup marks
  • In original condition with all tags intact
  • Returned with original packaging

✔ Time Window:

  • You must raise a return/exchange request within 48 hours of delivery.
  • Requests beyond this period will not be accepted under any circumstances.

✔ Eligible Reasons for Return/Exchange:

  • Wrong product received
  • Size issue (exchange only)
  • Manufacturing defect
  • Product significantly different from description

2. NON-RETURNABLE & NON-REFUNDABLE ITEMS

The following items are not eligible for returns or refunds:

  • Sale / discounted items
  • Custom-stitched or altered items
  • Accessories & jewelry
  • Gift cards or gift items
  • Freebies or promotional items
  • Products bought during festive sales or special events
  • Items purchased using store credit

Reason: These items fall under “Made-to-order” or “Hygiene-sensitive” categories.

3. INSPECTION PROCESS

Once we receive your return, our QC (Quality Control) team will inspect the item.

Your return will be approved only if:

  • The product passes all quality checks
  • The reason for return is valid
  • No damage or usage is detected

If the return fails QC:

  • The product will be sent back to you
  • No refund or exchange will be processed
  • Customer must pay reshipping charges

Velvet Studio’s QC decision shall be final and binding.

4. REFUND PROCESS

Refunds are issued only under the following circumstances:

✔ When Refunds Are Given:

  • Wrong product delivered
  • Product received in damaged condition (with proper proof)
  • Product out of stock after payment
  • Manufacturing defect confirmed by QC

✔ Refund Method:

Refunds will be issued as:

  • Store Credit (Default)
    • Valid for 6 months
    • Can be used on any future purchase
  • Bank Refund (Case-by-case approval only)
    • Takes 7–10 working days after QC approval
    • Refund issued to the original payment method

✔ No Refund Will Be Issued For:

  • Change of mind
  • Colour variation due to screen/display differences
  • Products returned without approval
  • Size issues (exchange allowed, refund NOT allowed)
  • Orders placed during sales or offers

5. EXCHANGE POLICY

Exchanges are allowed only for size issues or incorrect product delivered.

Exchange Terms:

  • Only one exchange per order
  • Exchange subject to stock availability
  • If the requested size is unavailable, store credit will be issued
  • Customer may need to pay shipping charges for exchange dispatch

6. RETURN & EXCHANGE SHIPPING CHARGES

✔ If Velvet Studio is at fault (wrong/damaged/defective):

  • Return pickup is free
  • Full store credit/refund as applicable

✔ If customer requests exchange/return (size issue, dislike):

  • Customer must pay:
    • Return pickup charges, AND
    • Exchange reshipping charges

Shipping charges are non-refundable.

7. DAMAGE CLAIMS

If you receive a damaged product:

✔ You must notify us within 24 hours of delivery

with:

  • Unedited package opening video
  • Clear photos of the damage

Claim will be rejected if:

  • No video is provided
  • Video appears edited or unclear
  • Tags are removed
  • Product is used/worn

This protects against fraudulent return claims.

8. ORDER CANCELLATION

Before Dispatch:

  • Orders can be canceled within 2 hours of placing the order
  • Cancellation after 2 hours will not be accepted due to processing

After Dispatch:

  • Cancellation is not allowed
  • Customer may request return after receiving (subject to conditions)

9. WRONG ADDRESS / NON-DELIVERY

If the order is returned due to:

  • Incorrect address
  • Customer not available
  • Phone not reachable
  • Refusal to accept delivery

Reshipping charges must be paid by the customer.

No refunds will be issued for orders undelivered due to customer error.

10. FRAUDULENT ACTIVITIES

Velvet Studio has zero tolerance toward:

  • False damage claims
  • Fake chargebacks
  • Unauthorised payment disputes
  • Misuse of returns system

We reserve the right to:

  • Ban customer accounts
  • Cancel suspicious orders
  • Pursue legal action under Indian laws

11. DISCLAIMER

Velvet Studio is not responsible for:

  • Shipping delays caused by courier partners
  • Slight color variations due to screen differences
  • Size variations of 1–2 inches in hand-measured garments
  • Customer negligence or misuse

12. LEGAL JURISDICTION

This policy is governed under:

  • Indian Contract Act, 1872
  • Consumer Protection Act, 2019
  • Information Technology Act, 2000

All disputes shall be subject to the exclusive jurisdiction of courts in Pune, Maharashtra.

13. CONTACT US

For any return, refund, or exchange request, contact:

📧support@velvetstudioind.com
📞 9834751138
📍 Shop No. 17, Sai Chowk, Pimpri, Pune, Maharashtra – 411017

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