Refund & Returns Policy

At Velaa Mart, we value your trust and aim to deliver high-quality products with a smooth shopping experience. If you are not fully satisfied with your purchase, we are here to help.

1. Eligibility for Returns

You can request a return under the following conditions:

The product is damaged, defective, leaked, or expired at the time of delivery.
You received a wrong product, wrong quantity, or wrong variant.
The product is missing items from the package.

Note:
Certain products cannot be returned, such as:

Fresh fruits & vegetables
Frozen items
Opened food packets
Personal care items (if opened/used)
Hygiene products

2. Return Window

You must raise a return request within 24–48 hours of delivery with clear photo/video proof of the issue.

3. Return Process

Go to My Orders → Select the product → Click Return/Replace.
Upload image/video proof (if applicable).
Our team will review your request within 24 hours.
If approved, a pickup will be arranged or a replacement/refund will be processed.

4. Refund Methods

Refunds will be issued after we verify the returned product (if pickup is required).

Refund options include:

Bank Account Transfer
UPI Transfer
Original Payment Method
Velaa Mart Wallet Balance (instant option)

Refunds typically take 1–2 business days to reflect in your account.

5. Replacement Policy

If the product is in stock, you can choose a replacement instead of a refund.
Replacements will be delivered free of cost.

6. Order Cancellation

Orders can be cancelled before dispatch.
If already shipped, cancellation may not be possible.
Prepaid order refunds will be processed as per standard timelines.

7. Non-Returnable Items

For safety and hygiene reasons, the following items are non-returnable unless damaged on delivery:

Dairy products
Bakery items
Fresh groceries
Baby care items
Health & hygiene products

8. Contact Support

For any issues, contact our customer support:

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