Return and refund policy

Most things bought here can be returned. Below: how long you have, what condition the item must come back in, who covers the return cost, and the refund timeline.

How long you have

You have 10 days from delivery to raise a return. The deadline applies to telling us, not to the item physically arriving back.

Condition

A returned piece should be unused, back in its original packaging, and complete – every part and accessory that came with it. Include the order invoice from the parcel. If an item has been used, installed, altered or washed we cannot take it back, unless it was faulty when it arrived.

Exchanges

There is no swap service here – we do not offer a direct exchange. Send the piece back under this policy and order the one you actually want separately. It reaches you faster that way, because the new order does not wait on the return.

Who pays for return delivery

Two cases, two answers. Changed your mind: you pay the return delivery. Our error – damaged, faulty, wrong or incomplete – and after confirmed, we cover or reimburse the return delivery cost.

Damaged, wrong or incomplete orders

Email [email protected] inside 48 hours of the parcel arriving, with photos of the packaging and of what was inside. An unboxing video is strongly recommended and speeds this up considerably. Once we have reviewed it, we arrange a replacement or a refund. No video does not mean no claim.

How long a refund takes

After the returned item reaches us and clears the condition check, we issue the refund within 7 business days. Prepaid orders refund to the original method; COD orders refund to bank or UPI details you supply. No restocking fee applies.

Duplicate payments

If the same order is paid for twice, the duplicate payment is refunded within 5 business days after we confirm the duplicate transaction. This is separate from a return and does not wait on any item coming back.

What cannot be returned

A few things fall outside this policy: anything made or personalised to your own specification; clearance items where the product page says non-returnable; and items sent back without their original packaging where that packaging is part of the product itself.

Returning decorative pieces

Decorative items must come back in their original packaging – the moulded insert is usually the only thing that will protect the piece on the return journey. A vase or figure that arrives chipped is damaged, not change of mind; photograph it as it comes out of the box.

Warranty

We add no warranty of our own on top of what a product carries. A warranty stated on a product page applies per its terms; Velvera Harbor does not extend or replace it.

Returns address

Returns go to the business and order fulfilment address: 3142, Sudama Nagar Service Rd, Sector E, Sudama Nagar, Indore, Madhya Pradesh 452009, India. Please write to [email protected] before sending anything back so the return is logged against your Order ID.