Policies

Refunds and cancellations

How to cancel an order, return a product, and get a refund. Also covers warranty, payment methods and chargebacks, and buy-back for direct sellers.

Last updated: 18 October 2026

1. Cancelling an order

  • Before you collect: you can cancel any order for a full refund. Contact customer care with your order number.
  • At pickup: you can refuse products that are damaged, wrong or past expiry, and we refund them in full.

2. Returns

You can return a product within 15 days of pickup if it is:

  • damaged, leaking or tampered with when collected;
  • defective, or not as described;
  • the wrong product or quantity;
  • past its expiry date, or spurious.

Our products are consumed or applied to the body, so for hygiene reasons we cannot accept returns of products that have been opened or used, unless they are defective. We will always take back spurious goods and refund what you paid for them.

3. How to request a return

  1. Contact customer care within the return window with your order number, the product, the reason, and photos of the product and packaging.
  2. We reply with a ticket number and tell you where to bring the product back, normally the pickup centre you collected it from.
  3. We inspect the returned product and confirm the refund or replacement.

If you bought through a direct seller, you can return through them or contact us directly. Either way, we are responsible for resolving it.

4. Refunds

  • We issue approved refunds within 15 working days, to the original payment method.
  • For cash payments, we refund by bank transfer or UPI to an account you give us.
  • Your bank or payment provider may take a few more days to show the credit.
  • For damaged, defective, wrong or spurious products, you can choose a replacement instead of a refund, subject to stock.

5. Quality guarantee

Our products are consumables and carry no separate warranty. We guarantee that every product is genuine, matches its label, and is fit for use until the best-before or expiry date printed on the pack, when stored and used as directed.

6. Payment methods and chargebacks

  • We do not store card numbers, CVVs, UPI PINs or banking passwords.
  • Charges: we do not add a fee for any payment method unless it is shown before you pay.
  • Recurring payments: we do not set up automatic or recurring debits. If that changes, we will explain how to cancel them here.
  • Chargebacks: please contact us first; most issues are resolved faster that way. You keep the right to raise a dispute or chargeback with your bank or card issuer.

7. Buy-back for direct sellers

Direct sellers never have to buy stock. If a direct seller has bought products for resale, we buy back unsold, unopened, saleable products. The same applies when a direct seller leaves the network. See the direct selling disclosure.

8. Contact

Customer care: hello@velorauniversal.com, +91 91472 47231. For complaints, see how to raise a complaint.