Return, Exchange & Refund Policy

Effective Date: 15 June 2026
Website: velvetstudioind.com

At VELVET STUDIO, we want our customers to have a smooth and transparent shopping experience. Since we sell women’s ready-made fashion products, we request customers to carefully read this Return, Exchange & Refund Policy before placing an order.

By placing an order with VELVET STUDIO, you agree to this policy.

1. Return & Exchange Window

Return or exchange requests must be raised within 48 hours of delivery.

Requests raised after 48 hours from delivery will not be accepted under any circumstances, except where required by applicable law.

The 48-hour period starts from the time the order is marked delivered by the courier partner.

2. Products Covered Under This Policy

This policy applies to ready-made women’s fashion products sold by VELVET STUDIO, including:

  • Ethnic wear
  • Workwear
  • Lehenga
  • Western dresses
  • Indo-western outfits
  • Kurti sets
  • Other ready-made women’s wear sold on the website

All products are ready-made and available in standard sizes only.

3. Return Eligibility Conditions

A product may be accepted for return or exchange only if all the following conditions are met:

  • Return/exchange request is raised within 48 hours of delivery
  • Product is unused
  • Product is unworn
  • Product is unwashed
  • Product is undamaged
  • Product has no perfume smell
  • Product has no stains
  • Product has no makeup marks
  • Product has no body odour
  • Product has no alteration
  • Original tags are attached
  • Original packaging is available
  • Product is in original saleable condition
  • Invoice/order details are available
  • Product passes VELVET STUDIO quality check

If any of the above conditions are not met, the return or exchange request may be rejected.

4. Non-Returnable Products

The following products are non-returnable and non-refundable:

  • Sale products
  • Discounted products
  • Products purchased under special offers
  • Products without original tags
  • Products without original packaging
  • Used products
  • Washed products
  • Worn products
  • Damaged products
  • Altered products
  • Products with perfume smell
  • Products with makeup stains
  • Products with food stains
  • Products with body odour
  • Products not in original condition
  • Products returned after 48 hours
  • Products damaged due to customer handling

Sale and discounted items can be returned only if the product received is wrong, damaged, or defective due to an error from VELVET STUDIO’s side and the issue is reported within 48 hours of delivery.

5. Size Exchange

Products are available in standard sizes only.

If the customer selects the wrong size, size exchange may be considered only if:

  • The request is raised within 48 hours of delivery
  • The product is unused, unwashed, undamaged, and with tags
  • The requested size is available in stock
  • The product is not a sale or discounted item
  • The customer agrees to bear return shipping where the error is from the customer’s side

VELVET STUDIO does not guarantee size exchange availability.

6. No Custom Size / No Made-to-Order

VELVET STUDIO does not offer custom sizes or made-to-order products.

Customers must select from available standard sizes only.

7. Product Colour Variation

Product colours may slightly vary due to photography lighting, editing, screen brightness, mobile display settings, and device resolution.

Minor colour variation will not be treated as a defect, wrong product, or valid reason for return.

8. Damaged, Defective, or Wrong Product Received

If you receive a damaged, defective, wrong, or incomplete product, you must contact us within 48 hours of delivery.

You must provide:

  • Order number
  • Customer name
  • Registered phone number
  • Product name
  • Clear photos of the product
  • Clear photos of the packaging
  • Unboxing video, where applicable
  • Description of the issue

After verification, if the error is confirmed from VELVET STUDIO’s side, we will assist with return, exchange, replacement, or refund as applicable.

9. Unboxing Video

For damaged, missing, wrong, or defective product claims, an unboxing video may be required for verification.

The video should clearly show:

  • Sealed package before opening
  • Shipping label
  • Opening of the package
  • Product condition
  • Any damage, defect, or missing item issue

Claims may be rejected if sufficient proof is not provided.

10. Return Shipping Responsibility

If the error is from VELVET STUDIO’s side, such as wrong product, damaged product, or verified defect, VELVET STUDIO will bear the return shipping cost or arrange pickup where serviceable.

If the return or exchange is due to the customer’s reason, such as wrong size selection, change of mind, preference issue, or no longer needed, the customer must bear the return shipping cost and arrange return shipment.

In customer-side return cases, VELVET STUDIO will not be responsible for return shipment loss, damage, or delay until the product is received by us.

11. Reverse Pickup

Reverse pickup may be available depending on courier serviceability.

If reverse pickup is not available, the customer may be required to self-ship the product to the address provided by VELVET STUDIO customer support.

Products sent without prior approval may not be accepted.

12. Quality Check Process

All returned products will go through a quality check after reaching VELVET STUDIO.

The return, exchange, or refund will be approved only if the product meets all eligibility conditions.

VELVET STUDIO reserves the right to reject the request if:

  • Product is used
  • Product is washed
  • Product is damaged
  • Tags are missing
  • Packaging is missing
  • Product has smell or stains
  • Product is different from what was shipped
  • Product is returned late
  • Product fails quality inspection

If rejected, the product may be sent back to the customer, subject to shipping charges.

13. Refund Method

Approved refunds will be processed to the original payment source used for the order.

For Cash on Delivery orders, refunds may be processed through UPI or bank transfer after verification of customer details.

Refunds will not be issued in cash.

14. Refund Timeline

Once the return is received and approved after quality check, refund processing may take approximately 7 working days.

Actual credit time may vary depending on the customer’s bank, payment gateway, UPI provider, or payment method.

VELVET STUDIO will not be responsible for delay caused by banks or payment service providers.

15. Exchange Timeline

Exchange will be processed after the returned product is received and approved through quality check.

Exchange dispatch is subject to size availability, product availability, courier serviceability, and operational timelines.

If the requested exchange product or size is unavailable, VELVET STUDIO may offer an alternative option or refund as per eligibility.

16. How to Raise a Return or Exchange Request

To raise a return or exchange request, contact us within 48 hours of delivery:

Email: support@velvetstudioind.com
Phone / WhatsApp: 983-4751138

Please share:

  • Order number
  • Customer name
  • Registered phone number
  • Product name
  • Reason for return or exchange
  • Photos of the product
  • Photos of packaging
  • Unboxing video, where applicable

17. Final Decision

VELVET STUDIO reserves the right to make the final decision on all return, exchange, and refund requests after reviewing the request, evidence, courier status, and product condition.

Cancellation Policy

Effective Date: 15 June 2026
Website: velvetstudioind.com

This Cancellation Policy explains when and how an order placed with VELVET STUDIO can be cancelled.

By placing an order on our website, you agree to this Cancellation Policy.

1. Cancellation Before Dispatch

Customers may cancel an order only before it is dispatched.

To request cancellation, customers must contact VELVET STUDIO customer support as soon as possible.

Cancellation requests can be sent through:

Email: support@velvetstudioind.com
Phone / WhatsApp: 983-4751138

2. Cancellation After Dispatch

Once an order is dispatched, it cannot be cancelled.

After dispatch, the order will be handled by the courier partner and cancellation will not be possible.

Customers may refer to our Return, Exchange & Refund Policy after receiving the product, subject to eligibility.

3. How Dispatch Is Determined

An order will be considered dispatched once it has been handed over to the courier partner or shipping label/manifest has been processed for shipment.

Even if tracking details are updated later, the order may already be in the dispatch process.

4. Prepaid Order Cancellation

If a prepaid order is cancelled before dispatch and the cancellation is approved, the refund will be processed to the original payment source.

Refund processing may take approximately 7 working days.

Actual credit time may depend on the payment gateway, bank, UPI provider, card issuer, or wallet provider.

5. Cash on Delivery Order Cancellation

Cash on Delivery orders may be cancelled before dispatch by contacting customer support.

VELVET STUDIO may also cancel COD orders if:

  • The order is not verified
  • Customer does not respond to verification
  • Phone number is incorrect
  • Address is incomplete
  • Pin code is not serviceable
  • COD facility is not available
  • Previous COD orders were refused or not delivered
  • Order appears suspicious or fraudulent

6. Cancellation by VELVET STUDIO

VELVET STUDIO reserves the right to cancel any order due to:

  • Product unavailability
  • Stock error
  • Pricing error
  • Payment failure
  • Payment not confirmed
  • Incorrect product listing
  • Incorrect customer details
  • Incomplete delivery address
  • Courier non-serviceability
  • COD verification failure
  • Suspected fraud
  • Bulk order concern
  • Technical error
  • Operational issue
  • Any other valid business reason

If a prepaid order is cancelled by VELVET STUDIO, the eligible refund will be processed to the original payment source.

7. Sale / Discount Order Cancellation

During sale periods, festive campaigns, or high-demand promotions, cancellation requests may be subject to faster processing timelines.

Customers are requested to contact us immediately if they wish to cancel.

Once dispatched, sale or discounted orders cannot be cancelled.

8. Refund Timeline for Cancelled Orders

Approved refund for prepaid cancelled orders may take approximately 7 working days to process.

The time taken for the amount to reflect in the customer’s account depends on the bank, payment gateway, UPI provider, card issuer, or wallet provider.

9. Failed Payment Orders

If payment fails or is not confirmed by the payment gateway, VELVET STUDIO may treat the order as incomplete or cancelled.

Customers should contact their bank, payment provider, or payment gateway for payment deduction issues.

10. Contact for Cancellation

For cancellation requests, please contact:

VELVET STUDIO
Email: support@velvetstudioind.com
Phone / WhatsApp: 983-4751138
Address: 1-17, C Block, Shastri Nagar, Pimpri Colony, Pune, Pimpri-Chinchwad, Maharashtra 411017

Payment Policy

Effective Date: 15 June 2026
Website: velvetstudioind.com

This Payment Policy explains the payment methods, payment processing, Cash on Delivery, failed payments, refunds, and payment safety terms applicable to purchases made from VELVET STUDIO.

By placing an order on our website, you agree to this Payment Policy.

1. Payment Gateway

VELVET STUDIO uses Shiprocket Checkout as its payment gateway and checkout solution.

Payments may be processed through third-party payment service providers integrated with Shiprocket Checkout and WooCommerce.

2. Available Payment Methods

Depending on availability, serviceability, order value, and checkout settings, customers may be able to pay using:

  • UPI
  • Credit card
  • Debit card
  • Net banking
  • Wallets
  • Cash on Delivery
  • Other payment options shown at checkout

Payment options may change from time to time without prior notice.

3. Currency

All payments are accepted in Indian Rupees.

4. Payment Confirmation

An order will be processed only after payment is successfully confirmed or, in the case of COD, after the order is placed and verified where required.

If payment is not confirmed by the payment gateway, VELVET STUDIO may not process or dispatch the order.

5. Failed Payment

If payment fails, the order may remain incomplete, pending, or cancelled.

A payment may fail due to:

  • Bank server issue
  • Incorrect payment details
  • Insufficient balance
  • UPI failure
  • Card decline
  • Net banking failure
  • Payment gateway error
  • Internet issue
  • Transaction timeout

If money is deducted but the order is not confirmed, customers should contact their bank/payment provider and VELVET STUDIO customer support with payment proof.

6. Payment Deducted but Order Not Confirmed

If the customer’s payment is deducted but order confirmation is not received, the customer should share:

  • Customer name
  • Phone number
  • Email address
  • Payment screenshot
  • Transaction ID
  • Amount paid
  • Date and time of payment

VELVET STUDIO will verify the payment status with available records. If payment is not received by us, the customer may need to contact the bank or payment gateway.

7. Cash on Delivery

Cash on Delivery is available on eligible orders and serviceable pin codes.

COD availability may depend on:

  • Delivery location
  • Courier partner serviceability
  • Order value
  • Customer verification
  • Previous order history
  • Operational conditions

VELVET STUDIO reserves the right to confirm COD orders before dispatch through phone call, WhatsApp, SMS, or email.

8. COD Verification

For COD orders, customers must provide correct phone number and address.

If the customer does not respond to verification or if the order details appear incorrect, incomplete, or suspicious, VELVET STUDIO may hold or cancel the order.

9. Refusal of COD Orders

Customers are requested to accept COD orders once confirmed and dispatched.

Repeated refusal of COD orders may result in cancellation of future COD facility for the customer.

10. Payment Security

Customers must not share:

  • OTP
  • UPI PIN
  • Card PIN
  • CVV
  • Net banking password
  • Wallet password
  • Banking credentials

VELVET STUDIO will never ask for confidential payment credentials.

Customers are responsible for ensuring that payments are made through the official website checkout and trusted payment pages only.

11. Fraudulent Transactions

VELVET STUDIO reserves the right to cancel, hold, or investigate any order that appears fraudulent, suspicious, unauthorized, or irregular.

We may request additional verification before processing such orders.

12. Refunds for Approved Returns or Cancellations

Refunds for approved returns or cancellations will be processed as per our Return, Exchange & Refund Policy and Cancellation Policy.

Refunds will generally be processed to the original payment source.

For COD orders, refunds may be processed through UPI or bank transfer after customer verification.

13. Refund Timeline

Approved refunds may take approximately 7 working days to process after cancellation approval or return quality check approval.

Actual credit time may vary depending on bank, card issuer, UPI provider, payment gateway, or wallet provider.

14. Pricing Errors

If a product is listed at an incorrect price due to technical error, typographical error, or system issue, VELVET STUDIO reserves the right to cancel or modify the order.

If payment has already been made, an eligible refund will be processed.

15. Contact for Payment Support

For payment-related support, please contact:

Email: support@velvetstudioind.com
Phone / WhatsApp: 983-4751138

Please share order number, payment screenshot, and transaction details for faster assistance.

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