Refund policy

Return & Refund Policy

At House of Velza, we strive to provide the best quality sarees and jewellery. Please read our Return & Refund Policy carefully before placing your order.

📹 Mandatory Unboxing Video for Any Return Claim

A valid unboxing video is mandatory for all return or damage claims. Claims without a valid unboxing video will not be accepted.

What is a Valid Unboxing Video?

To be considered valid, the video must meet all of the following conditions:

Record the video within 24 hours of receiving the parcel.
Start the recording before opening the package.
Clearly show the parcel from all four sides (360° view).
Ensure the shipping label and tracking ID are clearly visible.
Record the entire unboxing process continuously without pausing, editing, or cutting the video.
The video should clearly show the contents of the package as they are removed.
The video must be clear, well-lit, and fully visible.
While opening jewellery, please avoid handling long chains with one hand or twisting them, as this may accidentally cause damage.

Return requests for missing, damaged, or incorrect items will only be accepted if the issue is clearly visible in the valid unboxing video.

Returns

We accept returns only under the following conditions:

The product received is damaged, defective, or incorrect.
A valid unboxing video is provided as described above.
The product is unused, unworn, in its original condition, with all tags, packaging, and accessories intact.
Return requests must be submitted within 48 hours of delivery by contacting our customer support.

Returns Not Accepted

We do not accept returns for:

Change of mind.
Size-related issues.
Colour variations caused by lighting, photography, or screen settings.
Minor variations in hand-crafted products.
Products that have been used, washed, altered, or damaged after delivery.
Customized or made-to-order products.
Bridal collections.
Sale, clearance, or discounted items.

Refunds

Refunds are processed only in the following situations:

The returned item passes our quality inspection.
We are unable to fulfill or process your order.

After receiving and inspecting the returned product, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be credited to your original payment method within 5–7 business days. Processing times may vary depending on your bank or payment provider.

Shipping charges (if applicable) are non-refundable unless the return is due to our error.

Exchanges & Replacements

We offer replacements only if:

You receive a damaged product.
You receive the wrong product.
An item is missing from your order (supported by a valid unboxing video).

For imitation jewellery:

In rare cases, if a small stone or bead becomes loose during transit, it can usually be reattached using suitable jewellery adhesive. Such minor issues are not considered manufacturing defects and are not eligible for replacement or refund.