Bought the puzzle feeder and then realised the dog already has one? While the box is still on the bench in Hyderabad, stopping it costs nothing and takes one email. This page explains the window, the refund, and the point where it becomes a return instead.

Summary

  • Free before dispatch — inside our 1–2 business days packing window.
  • No fees: no cancellation fee, no processing fee, no restocking fee, no penalty.
  • Refund in 5 to 7 business days to the original UPI account, per Reserve Bank of India guidance for online refunds.
  • Email is the only channel, so both sides keep a record.

Where the window closes

Orders are picked and boxed within 1–2 business days of confirmation. Until the parcel goes to Delhivery / XpressBees and a tracking number is generated, you can stop it. After that it has left Hyderabad and the Refund & Returns Policy applies instead.

Cancelling

Email connect@velvorastudio.shop with subject Order Cancellation and the order number, from the address used at checkout — that is how we verify it is you. We reply inside a working day, Open daily, 10:30 AM – 10:00 PM IST.

We do not take cancellations by phone, WhatsApp or social media, because we cannot confirm who is asking.

Removing one item

Mixed baskets are normal here. Tell us which lines to drop and we repack the rest. A flat ₹49 delivery fee is refunded in proportion; if the remaining order falls under ₹999 we absorb the shipping instead of re-billing you.

Editing rather than cancelling

New address, or a different size? Email inside the same 1–2 business days window with subject Order Modification and the order number. Address changes depend on PIN-code serviceability; price differences are confirmed by email before we act.

Getting the money back

  • UPI: to the handle or bank account you paid from, normally within 5 to 7 business days.
  • Cash on Delivery: nothing was taken, so nothing is returned.
  • Delivery fee: a flat ₹49 is refunded with the order.

Cancellations from our side

Short stock, a display price error, payment we cannot verify, a PIN code outside the courier network, or an address outside India — we ship within India only. Every case gets an email explaining why and a full refund within 5 to 7 business days.

If it already shipped

Refuse the parcel at the door for a refund under the Refund & Returns Policy, or accept it and start a return within 10 days with the item unused and tagged. Approved refunds then take 7 business days.

Escalating

If the outcome is unsatisfactory, write again marking it for the Grievance Officer. We acknowledge within 24 hours and resolve within 30 days, as required under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 (IT Act 2000). Indian law governs this policy; disputes go to the courts at Hyderabad, Telangana.

Contact

Velvora Studio · Lower Ground Floor, Plot no. 123 Mansoor Estate, Road No. 12, Banjara Hills, Hyderabad, Telangana 500028, India · Open daily, 10:30 AM – 10:00 PM IST.