At Velza Collection, we want you to shop with confidence.
We provide a 7-day return/exchange window for eligible products in case you receive a damaged, broken, defective or incorrect product.
🔴 VERY IMPORTANT — UNBOXING VIDEO REQUIRED
A clear, continuous unboxing video is mandatory for any return or replacement request.
Please start recording before opening the package and continue the video until the product has been completely removed and checked.
The video should clearly show:
- The shipping package before opening
- The shipping label/order details
- The complete opening of the package
- The product and its condition
- Any damage, breakage, missing item or incorrect product received
❗ No Unboxing Video = Return/Replacement May Not Be Accepted
If you receive a damaged, broken, defective or incorrect product, you must provide the complete unboxing video as proof.
Without a proper continuous unboxing video, we may not be able to verify whether the issue occurred during shipping or after delivery. Therefore, return/replacement requests without an unboxing video may be rejected.
✅ Eligible Return Cases
A return/replacement request may be considered if:
- Product arrives damaged or broken
- You receive a different product than what you ordered
- Product is defective
- Any major component included in the order is missing
❌ Return Not Applicable For
Returns may not be accepted for:
- Change of mind
- Personal preference
- Colour preference
- Minor differences caused by screen/display settings
- Normal variation in handcrafted/design details
- Products damaged after delivery due to improper handling
- Used or altered products
- Products without original packaging
- Products returned without the required unboxing video
📦 Product Condition
To be eligible for a return or replacement, the product should be:
- Unused
- In its original condition
- With original packaging
- With all accessories/components supplied with the order
⏰ Return Request Timeline
Please contact us within 7 days of delivery if you receive a damaged, defective or incorrect product.
Requests submitted after the 7-day period may not be accepted.
📩 How to Request a Return
Contact our customer support with:
- Order number
- Registered mobile number
- Clear photographs of the product
- Complete unboxing video
- Description of the issue
Our team will review the request and guide you through the next steps.
Important: Submission of a return request does not automatically guarantee approval. Each request is reviewed based on the product condition and supporting evidence.