1 . Overview

This Refund & Cancellation Policy sets out how viloza Ecommerce Private Limited processes refunds for orders placed on viloza.in. It should be read together with our Return & Exchange Policy, which determines whether an item is eligible to be returned in the first place.

The short version

Once a returned item clears our quality check, your refund is initiated within 2 working days and reaches your original payment method within 5 to 7 working days. Prepaid order cancellations before dispatch are refunded in full.

All refunds are made in Indian Rupees (INR) and are processed through our payment partner, Cashfree Payments, or by bank transfer where a direct reversal is not possible.

When a refund is issued

We issue a refund in the following situations:

A returned item has passed our quality check and been approved under the Return Policy.
You cancelled a prepaid order before it was dispatched.
We cancelled your order because the item was out of stock, your PIN code was not serviceable, or a pricing or listing error was found.
The item you received was damaged, defective or not what you ordered, and you chose a refund over a replacement.
Your parcel was lost in transit and confirmed as such by the courier.
You requested an exchange but the size or colour you wanted was out of stock.
Money was debited from your account but the order did not get created because the payment failed at the gateway (see section 8).

3. Refund timelines

Refunds move through two stages: initiation by us, and credit by your bank or card issuer. We control the first; the second depends on your bank’s settlement cycle.

Stage	What happens	Timeline
Pickup to warehouse	Returned item travels back to us	3–7 working days
Quality check	We inspect and approve the return	2–3 working days
Refund initiation	We instruct the gateway or bank to refund	Within 2 working days of approval
Credit to your account	Your bank or card issuer posts the amount	5–7 working days
Total (typical)	From pickup to money in your account	10–15 working days

For a cancellation before dispatch, there is no pickup or quality-check stage — the refund is initiated within 24 to 48 hours of the cancellation being confirmed.

Working days exclude Sundays and public holidays in West Bengal. During major festive periods, timelines may extend slightly, and we will keep you informed if that happens.

4. Refund mode by payment method

Refunds are always credited back to the original payment method used for the order. We cannot refund to a different card, account or UPI ID than the one that paid, as required by our payment partner and RBI norms.

You paid by	Refund goes to	Typical credit time
UPI	Same UPI ID / linked bank account	3–5 working days
Credit card	Same credit card statement	5–7 working days
Debit card	Same bank account	5–7 working days
Net banking	Same bank account	5–7 working days
Wallet	Same wallet balance	2–4 working days
Cash on Delivery	Bank transfer to details you provide	5–7 working days

Credit card refunds appear on your statement as a credit entry against the original transaction. Depending on your billing cycle, this may show up on the following month’s statement even though the refund has already been made.

5. Cash on Delivery refunds

Because a COD order is paid in cash to the delivery agent, there is no original electronic payment to reverse. For an approved COD return, we refund by direct bank transfer (NEFT/IMPS) to an account in your name.

Once your return is approved, we will ask you to confirm:

Account holder’s name — this must match the name on the order;
Bank account number;
IFSC code; and
Bank and branch name.

Please check these details carefully.

A transfer sent to an incorrect account number or IFSC supplied by you cannot be recovered by us. We are not liable for refunds misdirected because of details you provided incorrectly.

We will only ever ask for these details over email or WhatsApp from our official contacts listed in section 13. We will never ask for your card PIN, CVV, UPI PIN, net-banking password or an OTP — anyone who does is not us.

Where a COD order is cancelled before dispatch, no money has changed hands and no refund is required.

6. How refunds are calculated

Your refund is the amount you actually paid for the returned item, adjusted as follows:

Item value — refunded at the price you paid, after any discount that was applied, not the MRP.
Taxes — all applicable GST is included in the refund, since our prices are inclusive of taxes.
Shipping charge — refunded in full if you return the entire order, or if the item was damaged, defective or wrong. Not refunded on a partial return, as the shipment was still made.
Discount codes — a discount applied across multiple items is apportioned by item value. Returning one item refunds only its discounted share, not the full undiscounted price.
Free-shipping threshold — if a partial return brings your retained order value below the ₹999 free-shipping threshold, the ₹99 shipping charge you would otherwise have paid is deducted from your refund.
Self-ship reimbursement — where you shipped the item back yourself, your actual courier cost up to ₹100 is added to the refund on production of the receipt.

We show the exact refund breakdown in the confirmation email we send when the refund is initiated, so you can see how the figure was arrived at.

No hidden deductions.

Purnima does not levy a restocking fee, a return-processing fee or any handling charge on an approved return.

7. Cancellation refunds

Cancelled by you, before dispatch

A prepaid order cancelled before dispatch is refunded in full, including the shipping charge. The refund is initiated within 24 to 48 hours of confirmation and credited per the timelines in section 4.

Cancelled by you, after dispatch

An order cannot be cancelled once it is with the courier. You may refuse delivery, in which case the parcel returns to us and is refunded — less the original shipping charge — once it reaches our warehouse and clears the quality check. Alternatively, accept the delivery and raise a normal return.

Cancelled by us

Where Purnima cancels an order for any reason — stock unavailability, a non-serviceable address, a pricing error, or suspected fraud — you receive a full refund including shipping, initiated within 24 to 48 hours. You are never out of pocket for a cancellation we make.

Undelivered and returned-to-origin parcels

If a parcel is returned to us undelivered after failed delivery attempts, or because the address was incorrect or incomplete, we refund the item value once it reaches us. The original shipping charge is not refunded in this case.

8. Failed and pending payments

Occasionally money leaves your account but the payment does not complete at the gateway — usually a bank timeout or a network interruption. In that case:

The transaction is treated as failed and no order is created.
The debited amount is automatically reversed by your bank, typically within 5 to 7 working days, without any action needed from you.
If the amount is not credited back within 7 working days, contact us with your order attempt time, the amount, and your bank statement entry or UTR/transaction reference. We will take it up with the gateway on your behalf.

Please don’t pay twice.

If a payment fails, wait for the reversal rather than retrying immediately with the same method. If you do end up paying twice for the same order, tell us — we refund the duplicate charge in full within 5 to 7 working days.

9. Partial refunds

Where you return some but not all items from an order, we issue a partial refund covering only the returned items, calculated as described in section 6. The rest of your order is unaffected.

Partial refunds may also apply where an item in a multi-item order was out of stock and could not be shipped — in that case the value of the missing item is refunded automatically, and we will tell you before the rest of the order goes out.

10. When a refund is not issued

No refund is due in the following cases:

The return request was raised after the 7-day window closed.
The item failed our quality check — used, washed, stained, damaged after delivery, or missing tags or packaging.
The item belongs to a non-returnable category listed in section 4 of the Return Policy, and is not damaged, defective or wrongly sent.
The item was altered, stitched or customised after delivery.
The item was marked “Final Sale” or “No Return” on its product page at the time of purchase.
A COD order was refused at delivery repeatedly without cause — no payment was made, so nothing is refundable.
The claim is found to be fraudulent, or the item returned is not the one that was dispatched.

We will always explain in writing, with photographs where relevant, why a refund was declined.

11. Tracking your refund

When your refund is initiated we email you a confirmation containing the refund amount, the mode, and a reference number (ARN or UTR). Please keep this — it is the reference your bank needs to trace the credit.

If the credit has not appeared after the timelines in section 4 have passed:

Check the statement of the account or card used for the original payment, including the previous billing cycle.
Quote the ARN/UTR to your bank and ask them to trace it — once initiated, the funds are with the banking system, not with us.
If your bank cannot locate it, write to us with the reference number and we will pursue it with the payment gateway until it is resolved.

12. Disputes and chargebacks

If you are unhappy with a refund decision, please write to us first at velozaecom@gmail.com We acknowledge every complaint within 48 hours and aim to resolve it within 15 working days. Most disputes are settled quickly once we can see the photographs and order history.

We would ask you to raise a chargeback with your bank only after giving us the chance to resolve the matter, since a chargeback locks the transaction and slows resolution for both of us. Where a chargeback is raised, we will cooperate fully with your bank and the payment gateway and provide order, dispatch and delivery evidence.

This policy is governed by the laws of India. Any dispute arising from it is subject to the exclusive jurisdiction of the courts at Kolkata, West Bengal. Nothing in this policy limits your rights under the Consumer Protection Act, 2019.

13. Contact us

For any question about shipping, tracking or a delayed delivery, get in touch with your order ID to hand and we will look it up right away.

Refunds & Payments Support

Viloza E-commerce Private Limited

15G, 10th Floor, Biplobi Trailokya Maharaj Sarani, Gobind Bhavan Kolkata 70001

Email: velozaecom@gmail.com
Phone / WhatsApp: +919875565453
Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST

Refund & Cancellation Policy