Last updated: 9 August 2026
At VELNARA, every product is carefully crafted and quality-checked to help ensure you receive the best possible experience. Due to the personal and hygiene-sensitive nature of skincare, haircare and wellness products, returns, refunds or replacements are accepted only under the circumstances below and as otherwise required by applicable law.
1. Eligible cases
We will review a request for replacement or refund if:
- You received an incorrect product.
- You received a product damaged during transit.
- You received an expired product.
- You received an empty package.
- An item is missing from your order.
- The product has a manufacturing defect.
- The product received is materially different from its description or from what was ordered.
2. How to submit a request
Contact customer support within seven days of delivery. Email support@myvelnara.com and include:
- Your order number.
- A brief description of the issue.
- Clear photographs of the product, packaging and shipping label, where applicable.
For an empty-package claim, we strongly recommend recording an unboxing video from the moment the sealed parcel is opened because it can assist verification. Requests received after seven days may not be eligible under this policy, except where applicable law provides otherwise.
3. Review and reverse pickup
Our team will review the information within 48 hours. If the claim is approved, we will arrange reverse pickup subject to service availability. If pickup is unavailable, support will provide an alternative process. Keep the product in its original packaging with all accessories and the invoice, where applicable.
VELNARA may reject claims that are fraudulent, abusive or unsupported by reasonable evidence, subject always to applicable consumer law.
4. Inspection and refund
After the returned product reaches our facility, it will undergo quality inspection. If the reported issue is confirmed, the refund will be initiated within two to three business days after approval.
Depending on the payment method and banking network, the amount may take five to seven business days to appear. For Cash on Delivery orders, an approved refund will be issued by bank transfer or another mutually agreed method after the required payment details are collected securely.
5. Replacement
Where a replacement is approved, it will be dispatched subject to stock availability and serviceability. If the replacement is unavailable, an eligible refund may be offered.
6. Order cancellation
- An order may be cancelled only before it has shipped.
- After dispatch, an order cannot ordinarily be cancelled. Rights available under applicable law remain unaffected.
7. Non-returnable products
Opened or used products cannot be returned or exchanged for hygiene reasons unless affected by an eligible issue above or return is otherwise required under applicable law.
8. Policy changes
VELNARA may update this policy from time to time. A revision applies to orders placed after the updated policy is published, unless applicable law requires otherwise.
9. Contact
Greenwill Enterprises
150, 2nd Floor, Mohali Citi Centre 2, Block F, Aerocity, Mohali, Punjab 140306, India
Email: support@myvelnara.com
WhatsApp: +91 97799 44054
Consumer-rights notice: Nothing in this policy excludes or limits rights or remedies available under applicable Indian law.