Order & Return Policy

1. Introduction

Welcome to VeloriX PainRelief Solutions Private Limited.

This Order & Return Policy outlines the terms and conditions related to placing an order, making payments, cancellations, returns, refunds, and exchanges for purchases made through our website or mobile application.

Our aim is to provide you with a transparent, hassle-free shopping experience. By placing an order with us, you agree to the terms of this policy. We encourage you to read it carefully before making any purchase.

2. Order Placement

2.1 How to Place an Order

Customers can place an order through:

2.2 Order Confirmation

After successful payment, an order confirmation email and/or SMS might be sent to the registered contact details provided at checkout. It might include your order ID, product details, delivery estimate, and tracking link (once dispatched).

Please ensure that the contact details shared are accurate to receive timely updates.

2.3 Payment Methods Accepted

We accept the following payment methods through our secure payment gateway partner, Razorpay:

Note: Currently, Cash on Delivery (COD) is not available due to our early-stage operations and cost considerations.

3. Order Processing and Shipping

We are committed to delivering your pain-relieving products safely and on time. This section explains how we handle your order from processing to final delivery.

3.1 Order Processing Time

Orders placed through our app or website are typically processed within 1–2 business days after successful payment confirmation.

Processing time may vary slightly during:

• High-demand periods

• National holidays

• Unforeseen circumstances (e.g., lockdowns, weather conditions, etc)

3.2 Shipping Methods and Carriers

We use trusted logistics partners such as Shiprocket, Delhivery , and other reputed courier services to deliver orders across India. Currently, we offer Standard Delivery only.

3.3 Estimated Delivery Timelines

Delivery time depends on your location and the courier partner servicing your area. Typically:

• Metro Cities: 2–4 business days

• Tier 2 & 3 Cities/Towns: 4-7 business days

• Remote or Rural Areas: 5-9 business days

Please note that these timelines are approximate and may vary due to logistics-related factors.

3.4 Shipping Charges

Our shipping charges are as follows:

• Order value below ₹499: ₹29 shipping fee

• Order value ₹499 or above: FREE shipping

Shipping charges (if applicable) are clearly displayed at the time of checkout.

3.5 Tracking Your Order

Once your order is shipped (dispatched), a tracking link might be shared with you via SMS and/or email. You can also:

• Track your order directly from the VeloriX Mobile App or Website

• Use the provided tracking number on the courier partner’s website

For any tracking-related queries, feel free to contact our customer support.

4. Cancellation Policy

We understand that sometimes plans change. Our cancellation policy is designed to offer flexibility while ensuring a smooth order experience for everyone.

4.1 Conditions for Order Cancellation

• You can cancel your order any time before it is dispatched from our warehouse.

• Once the order is marked as dispatched, cancellation is no longer possible.

• Cancellation is applicable to all product categories, subject to the above condition.

4.2 How to Request a cancellation

To cancel your order:

• Go to the My Orders section on our app or website.

• Select the order and go to Help section, and then Cancel Order (only available before dispatch).

• You might receive a confirmation message via SMS/Email upon successful cancellation.

4.3 Refund for Cancelled Orders

• If your payment was made online, the refund will be processed to your original payment method.

• Refunds are typically processed within 7–10 business days after confirmation.

• You might be notified via email/SMS once your refund is initiated.

5. Return Policy

Customer satisfaction is our top priority. If you're not fully satisfied with your purchase, you may request a return under the conditions outlined below.

5.1 Eligible Products for Return

• Returns are accepted only for eligible products that meet our return conditions.

• Products must be unused, unwashed, and in original packaging with all tags intact.

• Products showing visible signs of use , tampering, or damage not caused during transit may not be eligible for return or refund.

• Returns are allowed only if the product is - damaged during transit, wrong item delivered, or has a manufacturing defect.

5.2 Timeframe to Initiate a Return

• You can request a return within 7 days of product delivery.

• Requests made after 7 days of delivery will not be accepted.

5.3 Non-Returnable Products

The following products are not eligible for return

• Products that show signs of use or wear.

• Products returned without original packaging or tags.

• Any product returned after the 7-day window.

5.4 Condition of Returned Items

To be eligible for a return:

• The item must be in original condition.

• Must include original packaging, labels, and tags.

• Items will be inspected before the return is approved.

If the returned item fails inspection, the return request may be declined.

5.5 How to Request a Return

To request a return:

• Visit the Order Details page in your app or website.

• Tap Help > Request Return

• Fill in the return request form and submit it.

• Our team will schedule a free reverse pickup through our courier partner.

6. Refund Policy

We aim to process all eligible refunds quickly and transparently. Below are the details of how refunds are handled:

6.1 Refund Process and Timelines

• Once your cancellation or return is approved, we initiate the refund process.

• Refunds are typically processed within 7–10 business days from the date of approval.

• You might receive an update via SMS/email when the refund is initiated.

6.2 Mode of Refund

• All refunds will be made to the original payment method used during the order placement (e.g., UPI, credit/debit card, net banking).

• Refunds are processed securely through our payment gateway partner.

6.3 Refund Deductions (if any)

• In case of partial returns, the refund will be issued only for the returned product(s).

• Shipping fees, if any, are non-refundable unless the return is due to a damaged, defective, or incorrect item.

• No hidden charges are deducted for eligible full returns.

7. Exchange Policy

At VeloriX, we currently offer limited exchanges to maintain quality and consistency.

7.1 Conditions for Exchange

• We only allow exchanges in the following cases:

• Size or fit-related exchanges are not allowed at this stage. So, make sure you check proper product size before ordering it.

7.2 Exchange Procedure

• Go to your Order Details page

• Click on Help > Request Exchange

• Our support team will review and arrange a free replacement after verifying your request.

• Reverse pickup will be scheduled, and the replacement will be dispatched after the product passes inspection.

8. Damaged, Defective, or Incorrect Items

We sincerely apologize if you received a damaged, defective, or wrong product. We’ll make it right as quickly as possible.

8.1 Reporting Damaged or Wrong Products

• Report the issue within 7 days of delivery

• Use the Help section in the Order Details page to upload photos and describe the issue.

• You can also reach out via:

8.2 Replacement Process

• After verification, we will initiate a free replacement.

• Reverse pickup of the incorrect/damaged product will be arranged

• The replacement will be shipped as soon as the returned item is received and passes inspection.

9. Late or Missing Refunds

If you haven’t received your refund within the expected timeline:

• First, check your bank account or UPI wallet again.

• Then, contact your credit/debit card company or payment provider—it may take some time before your refund is officially posted.

• If you’ve done all of this and still have not received your refund within 10 business days, please contact us at:

We’ll help you track the refund status with our payment gateway.

10. Contact Information for Returns & Refunds

For any concerns regarding returns, refunds, cancellations, or damaged items, you can reach us through the following:

11. Policy Updates

We reserve the right to update or modify this policy at any time without prior notice. Any changes will be posted on our website and mobile app under the Order & Return Policy section.

• Continued use of our services after a policy update will indicate your acceptance of those changes.

• We recommend reviewing this policy periodically to stay informed.