RETURN, REFUND, EXCHANGE AND CANCELLATION POLICY
Effective Date: 13 June 2026
Last Updated: 13 June 2026
At Veenora, we carefully inspect products before dispatch and aim to ensure that every order reaches you in good condition. This policy explains the conditions applicable to cancellations, returns, exchanges and refunds for purchases made through www.veenora.in.
Veenora is operated by:
Vivek Ventures
Trading as: Veenora
Address: Shop No. 03, Yashwant Colony, D’Souza Colony, College Road, Nashik – 422005, Maharashtra, India
Email: veenoraofficial@gmail.com
Phone and WhatsApp: +91 7600968931
By placing an order, you acknowledge that you have read and accepted this policy.
1. Return Eligibility
You may request a return within 7 calendar days from the date of delivery, provided that the product:
- Is unused, unworn and unwashed
- Has not been altered, repaired or damaged after delivery
- Is returned with all original tags attached
- Includes the original packaging, accessories and complimentary items
- Does not contain stains, odours, scratches or signs of use
- Is packed securely to prevent damage during return transit
- Is accompanied by the order number or proof of purchase
Submitting a return request does not automatically mean that the return has been approved.
Every request is reviewed according to the product condition, reason for return and supporting information provided by the customer.
2. Damaged, Defective, Incorrect or Missing Products
Contact Veenora within 48 hours of delivery if you receive:
- A physically damaged product
- A product with a manufacturing defect
- A product different from the one ordered
- The wrong colour or variant
- A package with missing items
- An empty or visibly tampered parcel
- A product materially different from its Website description
Send the following information:
- Customer name
- Order number
- Registered mobile number
- Clear photographs of the product
- Photographs of the outer package
- Photograph of the shipping label
- A clear description of the issue
- An unboxing video, where available
The product must not be used, washed, altered or repaired before the claim is reviewed.
After verification, Veenora may offer an appropriate resolution through:
- Replacement
- Exchange
- Repair, where suitable
- Store credit
- Refund
The remedy will depend on the nature of the issue, product availability and applicable consumer rights.
3. Unboxing Video
Customers are strongly advised to record one continuous, unedited video showing:
- The sealed parcel from all sides
- The visible shipping label
- Opening of the parcel
- Removal of all contents
- The condition of the product received
An unboxing video helps us investigate claims involving missing items, incorrect products, transit damage, tampered packages or empty parcels.
A claim will not be rejected solely because an unboxing video is unavailable where other reliable evidence establishes a genuine defect, damage, shortage or incorrect delivery.
4. Change-of-Mind Returns
A change-of-mind return may be accepted within the 7-day return period only where the product satisfies all return conditions.
Examples include:
- The customer no longer wants the product
- The customer selected the wrong colour or model
- The product does not meet a personal preference
- The customer ordered the wrong size or capacity despite accurate product information
For approved change-of-mind returns:
- Original shipping charges may not be refundable
- Cash-on-delivery charges may not be refundable
- Reverse-shipping costs may be deducted from the refund
- Any payment-gateway or service charge that is lawfully non-refundable may be deducted
- The refund will be processed only after the returned product passes inspection
No deduction will be imposed where the return results from a verified defect, damage, incorrect product or material error attributable to Veenora.
5. Products Not Eligible for Return or Exchange
The following products are ordinarily not eligible for return or exchange unless received damaged, defective, incorrect or materially different from their description:
- Customised or personalised products
- Made-to-order products
- Corporate or bulk orders
- Products altered at the customer’s request
- Products marked “Final Sale” or “Non-Returnable” before purchase
- Products purchased in clearance sales where the restriction was disclosed
- Products damaged through misuse or negligence
- Used, washed or worn products
- Products without original tags
- Products returned without essential accessories or components
- Products stained, scratched, torn or carrying odours
- Products damaged through overloading
- Products damaged through improper cleaning or storage
- Products affected by normal wear and tear
- Gift cards, vouchers or promotional credits
A non-returnable classification will not exclude remedies required by law for genuine defects, incorrect supply or material misrepresentation.
6. Natural and Acceptable Variations
The following will not normally be treated as defects:
- Minor colour differences caused by lighting, photography or screen settings
- Small variations in texture, grain or finish
- Minor differences between production batches
- Reasonable manufacturing tolerances in dimensions
- Minor differences in stitching or hardware placement
- Natural creasing or texture changes in vegan-leather materials
- Packaging changes that do not affect the product
- Normal ageing, wear or colour change arising from use
Where a variation materially affects the advertised functionality or makes the product substantially different from its description, contact us for review.
7. Return Request Procedure
To request a return, email or WhatsApp Veenora within the applicable period:
Email: veenoraofficial@gmail.com
WhatsApp: +91 7600968931
Include:
- Full name
- Order number
- Registered mobile number
- Product name
- Reason for return
- Photographs or video, where relevant
- Preferred resolution
Do not send a product back without receiving return instructions or approval from Veenora.
Unauthorised returns may be refused, delayed or returned to the customer.
8. Return Shipping
Where Veenora approves a return, we may:
- Arrange reverse pickup through a courier partner; or
- Ask the customer to ship the product to the address provided by our support team
Reverse pickup availability depends on courier serviceability.
The customer must:
- Pack the product securely
- Include all tags, packaging and accessories
- Avoid placing tape or shipping labels directly on branded product packaging
- Retain the return receipt and tracking details
- Hand over the correct approved product
Veenora is not responsible for loss or damage caused by inadequate return packaging or an independently arranged untracked shipment.
9. Reverse-Shipping Charges
Veenora will ordinarily bear reasonable reverse-shipping costs where the return is approved because the product was:
- Damaged during delivery
- Defective
- Incorrect
- Missing essential components
- Materially different from the Website description
For change-of-mind returns, incorrect customer selections or preference-based returns, reverse-shipping charges may be borne by the customer or deducted from the refund.
The applicable deduction will be communicated before the return is completed.
10. Product Inspection
All returned products are inspected after receipt.
The inspection may verify:
- Whether the returned item matches the original order
- Whether it has been used, washed or altered
- Whether original tags and accessories are present
- Whether damage occurred after delivery
- Whether the stated reason for return is accurate
- Whether the product remains suitable for resale, where applicable
Inspection may take approximately 2 to 5 business days after the returned product reaches us.
A return may be rejected if the product fails inspection or violates this policy.
Where a return is rejected, the customer may be required to pay shipping charges for the product to be sent back.
11. Exchanges
Eligible products may be exchanged for another available colour, model or product, subject to:
- Approval of the exchange request
- Product availability
- Successful return inspection
- Payment of any price difference
- Applicable shipping or reverse-shipping charges
If the replacement product costs more, the customer must pay the difference before dispatch.
If it costs less, the balance may be refunded or issued as store credit according to the agreed resolution.
An exchange is considered complete after the replacement product has been dispatched.
12. Replacement Availability
A replacement is subject to stock availability.
Where the same product or variant is unavailable, Veenora may offer:
- Another available variant
- A product of equivalent value
- Store credit
- Refund
We will not substitute a product without the customer’s approval.
13. Refund Eligibility
A refund may be approved where:
- An eligible return passes inspection
- A verified damaged or defective product cannot be replaced
- An incorrect product has been returned
- An accepted order is cancelled before dispatch
- Veenora cancels an order
- A prepaid order cannot be fulfilled
- Delivery cannot be completed for reasons attributable to Veenora or its service provider
- A refund is otherwise required under applicable law
14. Refund Method
Approved refunds will ordinarily be issued to the original payment method.
For Cash-on-Delivery orders, the customer may be asked to provide:
- Bank-account details
- UPI information
- Account-holder name
- Cancelled cheque or other verification, where reasonably required
Customers must provide accurate refund information. Veenora will not be responsible for delays or losses caused by incorrect bank or UPI details submitted by the customer.
Veenora will never request a UPI PIN, OTP, banking password or card PIN to process a refund.
15. Refund Processing Time
Approved refunds will normally be initiated within 7 to 10 business days after:
- Return inspection has been completed; or
- Cancellation has been approved where no product return is required
After initiation, banks and payment providers may require additional time to credit the amount.
Refund timelines may vary depending on the original payment method, bank or payment gateway.
16. Refund Deductions
Where legally applicable and disclosed, the following may be deducted from a refund:
- Original shipping charges
- Cash-on-delivery charges
- Reverse-shipping costs
- Missing-product or missing-accessory value
- Damage caused after delivery
- Promotional benefit incorrectly retained
- Non-refundable payment or service fees
No such deduction will ordinarily apply to a verified defective, damaged or incorrect product where the issue is attributable to Veenora.
17. Promotional Orders
Where a product was purchased using:
- A discount coupon
- Promotional credit
- Gift voucher
- Bundle offer
- Buy-one-get-one offer
- Free-gift promotion
the refund will be calculated on the amount actually paid for the returned product.
Where a promotional condition is no longer satisfied after a partial return, Veenora may:
- Recalculate the order at the applicable price
- Deduct the value of retained promotional benefits
- Require the free item to be returned
- Issue the eligible balance as store credit or through the original payment method
This will be applied only where the promotional conditions were disclosed at the time of purchase.
18. Free Gifts
A free gift supplied with an order must be returned if the qualifying product is returned.
If the free gift is missing, used or damaged, its disclosed or reasonable value may be deducted from the refund.
A free gift is ordinarily not independently returnable, refundable or exchangeable unless it is defective and an appropriate replacement is available.
19. Order Cancellation by the Customer
A customer may request cancellation before the order is dispatched by contacting:
Email: veenoraofficial@gmail.com
WhatsApp: +91 7600968931
Cancellation is not guaranteed once an order has entered processing, packing or dispatch.
If the order has already been dispatched, it will be handled as a return under this policy.
Customised, personalised, made-to-order, bulk or corporate orders cannot ordinarily be cancelled after production, procurement, printing, branding or customisation has begun.
20. Order Cancellation by Veenora
Veenora may cancel an order before dispatch because of:
- Product unavailability
- Incorrect pricing
- Listing or inventory errors
- Payment failure
- Suspected fraud
- Unsuccessful order verification
- Incomplete customer information
- Non-serviceable delivery location
- Misuse of promotions
- Technical errors
- Events beyond our reasonable control
Where payment has been received, the eligible amount will be refunded to the original payment method.
21. Refused or Undelivered Orders
Where delivery fails because:
- The customer refuses the parcel
- The customer is repeatedly unavailable
- The address is incorrect or incomplete
- The mobile number is invalid
- The customer fails to respond
- The customer refuses to pay for an approved COD order
the parcel may be returned to Veenora.
For prepaid orders, actual forward and return shipping charges may be deducted before refund where the failed delivery was caused by incorrect information or customer refusal.
Repeated refusal of COD orders may result in:
- COD being disabled for the customer
- Advance payment being required
- Future orders being cancelled
- Account restrictions
These measures will not be applied where refusal was reasonably caused by visible parcel tampering, delivery of an incorrect parcel or another legitimate concern.
22. Incorrect Address and Re-Shipment
Customers must check the shipping address before placing an order.
Address changes are not guaranteed after processing begins.
If a parcel is returned because of an incorrect or incomplete address, re-shipment may require payment of additional shipping charges.
Veenora is not responsible for delivery to an incorrect address supplied by the customer.
23. Warranty Claims
Where a product carries a separately stated warranty, warranty claims will be handled according to the terms disclosed on the relevant product page, invoice or warranty document.
A warranty claim is different from a return request and may result in repair, replacement or another stated remedy rather than a refund.
Warranty coverage does not ordinarily include:
- Normal wear and tear
- Overloading
- Accidental damage
- Water damage
- Improper cleaning
- Misuse
- Unauthorised repair
- Damage by airlines, couriers or third parties
- Natural ageing of materials
Mandatory legal rights remain unaffected.
24. Abuse of the Return Process
Veenora may reject a request, restrict an account or take lawful action where there is evidence of:
- Returning a different product
- Returning a used or altered product as unused
- Fabricated damage
- False missing-item claims
- Manipulated photographs or videos
- Repeated unreasonable return activity
- Coupon or refund abuse
- Chargeback fraud
- Intentional product damage
- Failure to return all received items
A request will not be classified as abusive merely because a customer exercises a genuine legal or contractual right.
25. Chargebacks and Payment Disputes
Customers should contact Veenora first to allow us a reasonable opportunity to investigate an order or refund concern.
Submitting a knowingly false or fraudulent chargeback may result in:
- Cancellation of pending orders
- Account restriction
- Submission of transaction and delivery evidence to the payment provider
- Recovery action where permitted by law
This clause does not restrict a customer’s right to raise a legitimate payment dispute.
26. Grievance Redressal
For complaints relating to returns, refunds, exchanges or cancellations, contact:
Grievance Contact: Vivek Jagdhane
Business: Vivek Ventures, trading as Veenora
Address: Shop No. 03, Yashwant Colony, D’Souza Colony, College Road, Nashik – 422005, Maharashtra, India
Email: veenoraofficial@gmail.com
Phone and WhatsApp: +91 7600968931
Business Hours: 9:00 AM to 9:00 PM
Please include your name, order number, registered contact details and a clear explanation of the issue.
27. Consumer Rights
Nothing in this policy is intended to exclude, restrict or override any consumer right or remedy that cannot lawfully be excluded.
Where this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail.
28. Policy Updates
Veenora may update this policy to reflect changes in law, business operations, courier arrangements or return procedures.
The version applicable to an order will ordinarily be the version published when the order was placed, except where a later change is required by law or provides the customer with a more favourable remedy.
29. Contact Us
Veenora
Operated by: Vivek Ventures
Address: Shop No. 03, Yashwant Colony, D’Souza Colony, College Road, Nashik – 422005, Maharashtra, India
Email: veenoraofficial@gmail.com
Phone and WhatsApp: +91 7600968931
Website: www.veenora.in
Business Hours: 9:00 AM to 9:00 PM