1 . Overview

At Viloza Ecommerce Private Limited every garment is checked by hand before it leaves our Kolkata store. Even so, we understand that a colour may read differently on screen, or a fit may not be quite right. This policy explains when and how you can return or exchange what you bought from viloza.in.

The short version

You have 7 days from delivery to raise a return on most items, provided they are unused, unwashed and still carry their original tags and packaging. Some categories — notably innerwear and nightwear — cannot be returned for hygiene reasons.

2. Return window

Return and exchange requests must be raised within 7 (seven) calendar days from the date your order is marked delivered. The delivery date recorded by our courier partner is treated as the date of delivery.

Requests raised after this window has closed cannot be accepted, as the item can no longer be re-inspected and restocked. For a damaged, defective or wrong item, please see section 9 — we ask you to report those within 48 hours of delivery so we can act quickly.

3. Eligibility conditions

To be accepted, a returned item must meet all of the following conditions:

  • It is unused, unworn and unwashed, with no sign of wear, stains, perfume, deodorant marks, makeup or body odour.
  • All original tags, labels and brand stickers are attached and intact.
  • It is returned in its original packaging, including the polybag, box, and any dust cover.
  • All free gifts, accessories and combo components that came with the item are returned along with it.
  • The item has not been altered, stitched, tailored or customised in any way after delivery — including blouse stitching, saree falls/pico work, and length alterations.
  • The invoice or order confirmation is included in the return parcel.

Items from a combo or set must be returned as the complete set. Partial returns of a set are not accepted.

4. Non-returnable items

For hygiene, safety and practical reasons, the following cannot be returned or exchanged unless they arrive damaged, defective or are the wrong item sent by us:

CategoryWhy it can’t be returned
Innerwear & lingerieHygiene — bras, briefs, camisoles, shapewear and slips are final sale
NightwearHygiene — worn next to skin, cannot be restocked
Stitched / customised itemsMade to your measurements; blouse stitching, falls & pico, alterations
Cosmetics & beautyHygiene — once the seal is broken
Pierced jewelleryHygiene — earrings, nose pins and similar
Clearance & final-sale itemsMarked “Final Sale” or “No Return” on the product page at the time of purchase
Free gifts & promotional itemsSupplied at no cost; return the paid item and the gift together
Please check before you buy

Any restriction that applies to a specific product is stated on that product’s page. Where a product page and this policy differ, the product page governs that item.

5. How to raise a return

Raising a return is simple. Please follow these steps:

  1. Contact us within 7 days of delivery by email at velozaecom@gmail.com, by phone on +91 9875565453, or on WhatsApp.
  2. Share your details — your order ID, the item(s) you wish to return, and the reason for the return.
  3. Attach photographs of the item as received, clearly showing the tags still attached. For a damaged or defective item, also photograph the defect and the outer packaging.
  4. Wait for approval. Our team will review your request and confirm by email or WhatsApp within 24 to 48 working hours, along with the pickup or return-shipping instructions.
  5. Pack the item securely in its original packaging and keep it ready for pickup, or ship it to the address we provide.

Please do not ship an item back before your return has been approved — unapproved parcels cannot be traced to your order and may be returned to you.

6. Reverse pickup and self-ship

Reverse pickup

Where your PIN code is serviceable by our courier partners, we will arrange a free reverse pickup from your delivery address. The courier will normally attempt pickup within 3 to 5 working days of approval. Please keep the item packed and the order invoice ready.

Our courier makes up to two pickup attempts. If both fail because nobody was available at the address, the return request will be closed and you will need to raise it again within the original 7-day window.

Self-ship

If your PIN code is not serviceable for reverse pickup, we will ask you to send the item back to our Kolkata address by a reputable courier of your choice. In that case:

  • Please share the courier name and tracking number with us as soon as you ship.
  • We will reimburse your actual courier cost up to â‚ą100, credited along with your refund, on production of the courier receipt.
  • Use a trackable service. We cannot take responsibility for parcels lost in transit that carry no tracking.

7. Return charges

ScenarioWho paysCharge
Damaged, defective or wrong item sentvilozaFREE
Size or fit issue (serviceable PIN)vilozaFREE pickup
Change of mind (serviceable PIN)vilozaFREE pickup
Self-ship return (non-serviceable PIN)You, reimbursed by usActual cost, up to â‚ą100
Original shipping fee on a partial returnYouNot refunded

Where the original order attracted a shipping charge and you return the entire order, that shipping charge is refunded to you along with the item value. On a partial return, the original shipping charge is retained. See the Refund Policy for how amounts are calculated.

8. Exchanges

We are happy to exchange an eligible item for a different size or colour of the same product, subject to stock availability. The conditions in section 3 apply to exchanges exactly as they do to returns.

  • Exchange requests must also be raised within 7 days of delivery.
  • The replacement is dispatched once we receive and clear the original item at our quality check.
  • You will normally receive the replacement within 7 to 10 working days of the item reaching us.
  • Each item may be exchanged once. If the replacement is also unsuitable, we will process it as a return and refund.
  • If the size or colour you want is out of stock, we will offer you a full refund instead.
  • An exchange to a different product is not supported — please return the item and place a fresh order.

No additional shipping charge is levied for dispatching an exchange replacement

9. Damaged, defective or wrong items

If your parcel arrives damaged, or the item inside is defective or not what you ordered, we will make it right at no cost to you.

Report within 48 hours of delivery

Please email or WhatsApp us within 48 hours with photographs of the item, the defect, the packaging and the shipping label. Reports made after this window are much harder for us to take up with the courier.

We strongly recommend recording an unboxing video that shows the sealed parcel being opened in one continuous take. This is the single most helpful piece of evidence for missing-item and tampering claims, and lets us resolve them immediately.

Once verified, you may choose between:

  • A free replacement of the same item, subject to availability; or
  • A full refund including any shipping charge you paid.

If the outer packaging looks tampered with or open at the time of delivery, please refuse the parcel and inform us the same day.

10. Quality check on returned items

Every returned item passes through a quality check at our warehouse once it reaches us. We verify that the item matches what was dispatched, that tags are intact, and that it is in unused, resaleable condition.

This check is normally completed within 2 to 3 working days of receipt. You will be notified of the outcome by email, and an approved return moves straight into the refund process described in our Refund Policy.

11. Rejected returns

A return may be rejected at quality check if the item is used, washed, stained, damaged after delivery, missing tags or packaging, altered or customised, or is not the item that was originally dispatched.

If a return is rejected, we will inform you with photographs explaining why, and ship the item back to you at no charge to your registered delivery address. No refund is issued for a rejected return.

If the returned parcel is subsequently undeliverable and comes back to us, we will hold the item for 30 days and try to reach you before it is treated as abandoned.

12. Order cancellation

You may cancel an order free of charge at any time before it has been dispatched. To do so, contact us as quickly as possible with your order ID. Prepaid orders cancelled before dispatch are refunded in full, including any shipping charge, per the Refund Policy.

Once an order has been handed to the courier it cannot be cancelled. You may either refuse delivery, or accept it and raise a return under this policy.

Purnima may cancel an order — with a full refund — where the item is out of stock, where the delivery address is not serviceable, where a pricing or listing error is discovered, or where we reasonably suspect fraudulent activity. We will always tell you why.

Repeated refusal of COD orders

We reserve the right to disable Cash on Delivery for a customer who repeatedly refuses delivery of COD orders without reason, as this cost is borne entirely by us.

14. 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.

Returns & Customer Care

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