Refund policy

Thank you for shopping with ShopVello. We aim to provide a reliable shopping experience and quality products to our customers. If you are not fully satisfied with your purchase, please review our Return & Refund Policy to understand the applicable conditions and procedures.

1. Business Information

Brand Name: ShopVello

Website: https://shop-vello.co.in/

2. Return Eligibility

We accept return requests for eligible products under the following circumstances:

  • The product was damaged during transit.

  • The product has a manufacturing defect.

  • The product received differs significantly from its description on our website.

To qualify for a return, the following conditions must generally be met:

  • The return request must be submitted within 7 days of delivery.

  • The product must be unused and in its original condition, where applicable.

  • Original packaging, tags, manuals, and accessories must be included, where applicable.

  • Proof of purchase or order confirmation must be provided.

All return requests are subject to review and approval by our customer support team.

3. Non-Returnable Products

Certain products may not be eligible for return unless they arrive damaged, defective, or otherwise qualify for a remedy under applicable law.

These may include:

  • Personal care and hygiene products.

  • Products damaged through improper use or customer handling.

  • Products returned without required original packaging or accessories.

  • Products specifically marked as "Non-Returnable" on their product pages, subject to applicable consumer protection requirements.

  • Gift cards and certain promotional items.

4. How to Request a Return

To initiate a return request, please contact our customer support team and provide the following information:

  • Order Number

  • Customer Name

  • Registered Mobile Number

  • Reason for Return

  • Photographs or videos showing the issue, where applicable

Our team will review your request and communicate the next steps if the return is approved.

5. Return Approval

Each return request is assessed individually according to this policy and applicable consumer protection requirements.

ShopVello may:

  • Approve an eligible return request.

  • Request additional information, photographs, or videos to verify the reported issue.

  • Decline a request that does not meet the applicable eligibility criteria, where legally permitted.

We will communicate the outcome of the review and provide further instructions as necessary.

6. Reverse Pickup

Where available, ShopVello may arrange a reverse pickup through its logistics partners.

If reverse pickup is unavailable in your location, our customer support team may provide instructions for shipping the product to a designated return address.

Return shipping arrangements and costs will be communicated to the customer as applicable under this policy.

7. Product Inspection

After the returned product is received, it may be inspected to verify:

  • The condition of the product.

  • The presence of original packaging.

  • The availability of included accessories.

  • The reported damage, defect, or other issue.

The inspection process generally takes 2–5 business days after the returned product is received.

We will inform you of the outcome and any applicable next steps.

8. Refund Policy

Once a return has been approved and the necessary inspection has been completed, ShopVello will initiate the applicable refund.

Refunds are generally processed within 7–10 business days, depending on the payment method, banking partner, and payment service provider.

The actual time taken for the refunded amount to appear in your account may vary.

Refunds will be handled in accordance with applicable laws and the circumstances of the order.

9. Refund Methods

Where possible, refunds will be issued through the original payment method.

For Cash on Delivery (COD) orders, refunds may be processed through an available alternative method, such as:

  • Bank Transfer

  • UPI

  • Another mutually agreed payment method supported by our team

Customers may be asked to provide valid bank account or UPI details to process a COD refund securely.

Customers should provide accurate payment details to avoid unnecessary delays.

10. Exchange Policy

If you receive a damaged, defective, or incorrect product, ShopVello may offer a replacement, subject to verification and product availability.

If a suitable replacement is unavailable, an applicable refund may be offered.

Any replacement or refund will be handled according to the circumstances of the order and applicable consumer protection requirements.

11. Order Cancellation After Shipment

Orders that have already been shipped may not be eligible for cancellation through the standard cancellation process.

If you wish to cancel an order after shipment, please contact our customer support team for assistance.

Repeated refusal of Cash on Delivery orders without a valid reason may result in restrictions on future COD purchases, where permitted by applicable law and our operational policies.

Nothing in this section limits any cancellation, return, or refund rights available to customers under applicable law.

12. Estimated Refund Processing Times

The following are estimated refund processing timelines:

  • UPI and Card Payments: 5–10 business days.

  • Net Banking: 5–10 business days.

  • Cash on Delivery Orders: 7–10 business days after the required bank or UPI details have been received and the refund has been approved.

These timelines are estimates and may vary depending on the relevant bank, payment provider, or financial institution.

13. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please report the issue within 48 hours of delivery, where possible, so that our team can investigate promptly.

Please provide the following details:

  • Order Number and order details.

  • Clear photographs of the received product.

  • Photographs of the packaging, where relevant.

  • A brief description of the issue.

Our team may request additional information to assess the reported issue.

Failure to report an issue within this suggested period may make verification more difficult. However, this reporting period does not override any mandatory rights or remedies available under applicable law.

14. Refused Deliveries

Repeated refusal of Cash on Delivery orders without a valid reason may result in restrictions on future COD purchases, where permitted.

If you are unable to accept a delivery or wish to cancel an order