Cancellation Policy

At Velaa Mart, we strive to deliver your orders quickly and efficiently. We understand that sometimes you may need to cancel an order. This Cancellation Policy explains how cancellations work.

1. Order Cancellation by Customer

a) Before Order Dispatch

You can cancel your order anytime before it is dispatched.

Go to My Orders → Select the order → Click Cancel
Or contact our support team for help

Refunds for prepaid orders will be processed as per the refund timeline mentioned below.

b) After Order Dispatch

Once the order is shipped/out for delivery:

Cancellation may not be possible
If delivery is refused, return fees or delivery charges may apply

2. Cancellation by Velaa Mart

Velaa Mart reserves the right to cancel an order in the following cases:

Product out of stock
Inaccurate or incomplete address
Payment failure or verification issues
Suspected fraudulent or high-risk transactions
Technical errors
Customer unavailability during repeated delivery attempts

In such cases, you will be notified via SMS/Email/App notification.

3. Refund for Cancelled Orders

If you cancel a prepaid order, refund will be processed automatically.

Refund will be credited through:

UPI
Bank account
Original payment method
Velaa Mart Wallet

Refund Processing Time:

2–5 business days (depending on your bank/payment provider)

4. Partial Order Cancellation

If only part of your order is cancelled due to stock unavailability:

You will be refunded for the cancelled items
Remaining items will be delivered as scheduled

5. Cancellation of COD Orders

For Cash on Delivery orders:

Cancellation is allowed before dispatch
Repeated cancellations of COD orders may limit your ability to use COD in the future

6. Non-Cancellable Items

Some items cannot be cancelled once confirmed, such as:

Fresh fruits & vegetables
Dairy items
Bakery items
Frozen and perishable goods
Hygiene & personal care products (if packed for dispatch)

These items are packed freshly and cannot be returned to stock once prepared.

7. Contact Support

For cancellation requests or help:

Email: support@velaamart.com
Phone: +91 XXXXX XXXXX
Working Hours: 9 AM – 8 PM (Mon–Sat)