Refund policy

At Velox , we are committed to providing quality products and excellent customer service. Please read our Refund & Return Policy carefully before placing an order.

By placing an order with Velox Store, you agree to the terms outlined below.

1. Food Products (Honey & Other Consumables)

Due to health, hygiene, and food safety regulations, all food and consumable products sold by Velox Store are non-returnable and non-exchangeable once delivered.

This includes, but is not limited to:

  • Honey
  • Food items
  • Consumable products
  • Health and wellness consumables

Exceptions

A refund or replacement may be considered only if:

  • The product was delivered damaged.
  • The wrong product was delivered.
  • The product has a verified manufacturing or quality defect.

Customers must report such issues within 48 hours of delivery.

2. Mandatory Unboxing Video Requirement

For any claim involving:

  • Damaged products
  • Missing items
  • Incorrect products
  • Defective products
  • Quality-related concerns

Customers must provide a clear, continuous unboxing video.

The video must:

  • Begin before opening the package.
  • Clearly show the shipping label.
  • Clearly show the sealed package.
  • Show the complete unboxing process.
  • Be recorded without cuts, edits, pauses, or interruptions.
  • Clearly display the issue being reported.

Claims submitted without a valid unboxing video may not be eligible for refund, replacement, or investigation.

This requirement helps ensure a fair resolution process and protects both customers and Velox Store from fraudulent claims.

3. Non-Food Product Returns

For eligible non-food products, customers may request a return within 5 calendar days of delivery.

To qualify for a return:

  • The product must be unused.
  • The product must be in its original condition.
  • Original packaging, tags, manuals, and accessories must be included.
  • The item must not show signs of use, damage, modification, or misuse.

Velox Store reserves the right to reject any return that does not meet these conditions.

4. Return Approval Process

Before sending any item back, customers must contact our support team and obtain return approval.

Unauthorized returns may be refused.

To request a return, please provide:

  • Order number
  • Customer name
  • Reason for return
  • Supporting photos or videos (if applicable)

5. Refund Processing

For non-food products, refunds will be processed only after:

  1. The returned item reaches our warehouse.
  2. The product passes inspection.
  3. The return is approved by our quality control team.

If approved, the refund will be issued to the original payment method used during checkout.

Processing times may vary depending on your payment provider, bank, or card issuer.

Shipping charges, cash-on-delivery fees, payment gateway fees, and other service charges (if any) may be non-refundable unless required by law.

6. Non-Returnable & Non-Refundable Items

The following items are not eligible for return or refund unless received damaged, defective, or incorrect:

  • Food and consumable products
  • Opened food products
  • Used products
  • Products damaged due to customer misuse
  • Products altered after delivery
  • Items returned without original packaging
  • Clearance, promotional, discounted, or final-sale items (where applicable)
  • Gift cards and digital products (if applicable)

7. Order Cancellation

Orders may be cancelled only before they are processed or shipped.

Once an order has been dispatched, it cannot be cancelled and will be subject to the applicable return policy.

Velox Store reserves the right to cancel any order due to:

  • Product unavailability
  • Pricing errors
  • Payment verification issues
  • Suspected fraudulent activity
  • Operational limitations

In such cases, a full refund will be issued.

8. Refused Deliveries

If a customer refuses delivery without a valid reason, Velox Store reserves the right to deduct applicable shipping, handling, and operational costs from any eligible refund.

9. Incorrect Address Information

Customers are responsible for providing accurate shipping information.

Velox Store is not responsible for delays, failed deliveries, or additional costs arising from incorrect addresses, phone numbers, or recipient information provided during checkout.

10. Limitation of Liability

Velox Store's liability for any approved claim shall be limited to the purchase value of the affected product.

Velox Store shall not be liable for indirect, incidental, consequential, or special damages arising from the use of any product purchased through our store.

11. Contact Us

For all return, refund, replacement, and order-related inquiries, please contact:

Customer Support Email: veloxstore.support@gmail.com

When contacting support, please include:

  • Order Number
  • Full Name
  • Description of the Issue
  • Supporting Photos or Videos
  • Unboxing Video (if applicable)