Refund policy

Last Updated: 2nd Jan 2026

This policy governs cancellations, shipping, returns, and refunds for orders placed on the Velocity Marketplace (“Platform”), operated by White Wizard Technologies Private Limited (“Velocity”, “we”, “us”, “our”).

By placing an order on the Platform, you agree to the terms outlined below.

1. Order Processing & Shipping

Order Processing

  • Orders are typically processed within 1–2 business days after successful order confirmation.
  • Processing timelines may vary based on product category, seller location, or operational constraints.

Shipping Timelines

  • Estimated delivery timelines are displayed at checkout.
  • Actual delivery timelines may vary due to logistics, location, weather conditions, or unforeseen circumstances.

Shipping Coverage

  • Currently, we ship within India only.
  • International shipping is not supported at this time.

Shipping Charges

  • Shipping charges (if any) are clearly communicated at checkout.
  • Shipping costs may vary by product, category, or seller agreement.

Tracking

  • Once shipped, tracking details are shared via SMS, WhatsApp, and/or email.

2. Order Cancellations

Before Shipment

  • Orders can be cancelled only if they have not yet been packed or shipped.
  • Cancellation requests must be raised through our customer support channels.
  • Once approved, refunds (if applicable) will be initiated as per Section 6.

After Shipment

  • Orders cannot be cancelled once shipped.
  • In case of delivery refusal (COD or prepaid), the order will be treated as a Return to Origin (RTO).

Important COD Note

  • If a customer refuses delivery of a prepaid or partially prepaid order, refund of the prepaid amount may not be issued, especially in cases of repeated refusals or misuse.
  • Velocity reserves the right to restrict or block COD access for users with a history of order refusals or abuse.

3. Returns Policy

Returns are category-based and allowed up to 30 days from the date of delivery, subject to the conditions below.

Eligible Return Scenarios

Returns are accepted only in the following cases:

  • Product received is damaged or defective
  • Wrong product delivered
  • Missing items in the order
  • Size / fit issues, where applicable and supported by the seller

Non-Returnable Scenarios

  • Products damaged due to misuse, negligence, or improper handling
  • Items marked as non-returnable at the time of purchase
  • Requests raised after the applicable return window

Return Conditions

To qualify for a return:

  1. The product must be unused and in original condition
  2. Original packaging, tags, and accessories must be intact
  3. Proof of issue (images/video) may be required

Velocity reserves the right to reject returns that do not meet the above criteria.

 

 

4. Return Ownership & Logistics

  • Responsibility for return approval, pickup, and shipping costs may lie with Velocity or the Brand, depending on the commercial agreement in place.
  • Velocity acts as a facilitator and coordinates resolution between the customer and the seller.
  • Final determination of return eligibility rests with Velocity and/or the Brand, as applicable.

 

 

5. Full Order Returns Only

  • Returns and cancellations are allowed only at a full-order level.
  • Partial returns or item-level cancellations are not supported, especially to maintain consistency with future EMI / pay-later flows.

 

 

6. Refund Policy

Refund Method

  • Approved refunds are processed only to the original payment method used at checkout.

Refund Timelines

  • Refunds are initiated within 7–10 business days after:
    • Return pickup is completed and verified, or
    • Cancellation is approved (where applicable)

Actual credit timelines may vary based on banks or payment partners.

7. Future EMI / Pay-Later Orders

Velocity may introduce EMI, BNPL, or pay-in-parts options in the future.

For such orders:

  • Refunds, cancellations, and reversals will be governed by:
    • The applicable lender’s policies
    • RBI digital lending guidelines
    • Specific terms disclosed at checkout and in loan agreements
  • Any down payment, processing fees, or lender charges may be adjusted as per lender terms.

Customers will be clearly informed of such terms at the time of purchase.

8. Fraud Prevention & Abuse

Velocity reserves the right to:

  • Decline refunds in cases of suspected misuse or fraud
  • Block accounts or payment methods (including COD) for repeated violations
  • Take necessary action to protect marketplace integrity

9. Contact & Support

For cancellations, returns, or refund-related queries, please contact:

Velocity Marketplace Support
📧 hello@velocity.in

Our team will assist you in accordance with this policy.