RETURN & REFUND POLICY

Every product from Vela Collective  is made to order and personalized specifically for you. Please read this policy carefully before placing your order.

1. NO RETURNS / NO EXCHANGES
All products at Vela Collective are made from scratch, exclusively for you. Since few item is personalized with your name, initials, logo, or custom text, it cannot be returned, exchanged, or refunded once production has begun. Same goes to other items as well.

We ensure great care in crafting every order to perfection. Kindly review all personalization details carefully before placing your order.

Items are strictly non-refundable and non-returnable unless:
    • The item is damaged
    • The error is from our side

An unboxing video is mandatory to claim any damage. By placing an order, you confirm that you have read and agreed to this policy.

2. CANCELLATIONS
We understand that plans may change. If you wish to cancel your order, please contact us within 2 hours of placing it.

After this time, production may have already started, and cancellation may not be possible.

For quick assistance, contact us on WhatsApp: +91 6363832397

Orders placed on Friday evening or weekends may go into production by Monday morning. Please inform us as early as possible for cancellation requests.

3. DAMAGED GOODS
If your order arrives damaged, we will offer a replacement or refund.

To be eligible:
   • Contact us within 48 hours of delivery
   • Share clear photos of the product and packaging
   • Provide a mandatory unboxing video

Email: velacollectivestore@gmail.com
WhatsApp: +91 6363832397

Claims made after 48 hours will not be accepted.

4. WRONG ITEM / MISSING ITEMS
If you receive the wrong product or an item is missing, contact us within 48 hours with:
   • Clear photos
   • Mandatory unboxing video

All claims are verified based on the shipment weight recorded during dispatch. Once verified, we will arrange a replacement or resolution at no extra cost.

5. PERSONALIZATION ERRORS
We create products exactly as per the details entered during checkout. Please double-check spelling, capitalization, and custom inputs before confirming your order.

If the error is from our side, we will replace the product at no cost.

6. ORDER CONFIRMATION & PAYMENTS
Your order is confirmed only after receiving an order number.

If payment is made but no order confirmation is received:
   • The order is not confirmed
   • Refund will be processed automatically within 5–7 banking days

If not received within this time, please contact us.

7. REFUNDS
Refunds will only be issued in the following cases:
   • Order cancelled by Vela Collective due to production issues
   • Product damaged due to manufacturing defect (and replacement not possible)
   • Wrong product delivered (and replacement not possible)

Refund details:
   • Processed within 5–15 working days after approval
   • Credited to the original payment method only
   • Shipping and taxes may be deducted

8. SHIPPING & DELIVERY
Production time and shipping time are different. Total delivery time = production + shipping (approx. 5–10 days).

• Shipping charges depend on weight and location
• International orders: customs duties are the customer’s responsibility
• Courier partners are selected by us based on logistics needs
• Orders are shipped together once all items are ready

Split shipping:
• Available on request within 24 hours
• Additional charges apply

                A. Delivery attempts:
               • 2–3 attempts will be made by courier
               • Re-shipping will incur extra charges

                B. Important notes:
              • Address cannot be changed once the order is placed
              • Contact number must be accurate
              • Delivery may require OTP or signature

9. DESIGN CHANGES
• Up to 3 minor design changes are free (only if preview is requested)
• Additional changes: ₹200 per change
• Changes allowed only before production starts

10. CONTACT US
For any queries related to returns, refunds, or orders:

Email: velacollectivestore@gmail.com
Phone: +91 6363832397
Location: Bangalore