Shipping policy
Effective Date: 14th January, 2026
Last Updated: 14th January, 2026
This Shipping & Order Processing Policy (“Shipping Policy”) explains how orders placed on Velentia are verified, processed, dispatched, and delivered. By placing an order on velentia.in, you agree to the terms outlined below.
This Policy should be read in conjunction with our Terms & Conditions and Refund & Exchange Policy.
1. Business Days
For the purposes of this Policy, business days mean all days excluding Saturdays, Sundays and public / national holidays observed by Velentia.
All timelines mentioned in this Policy are calculated in business days only.
2. Order Placement & Confirmation
Once an order is successfully placed on our website:
- An order confirmation email is sent immediately to the registered email address.
- This email confirms receipt of the order and payment (or Cash on Delivery selection).
Important:
Order confirmation is an acknowledgement of receipt, not a guarantee of dispatch or delivery. All orders are subject to internal verification before processing.
3. Order Verification
All orders undergo a standard internal verification process within 0–24 business hours, which may include:
- Inventory availability checks
- Address and contact verification
- Payment or Cash on Delivery validation
Velentia reserves the right to contact customers for clarification, place orders on hold, or cancel orders that fail verification or appear suspicious, in accordance with our Terms & Conditions.
4. Order Processing & Dispatch
Once verification is complete:
- Orders are packed and dispatched within 24–48 business hours.
- This timeline applies to both prepaid and Cash on Delivery orders.
- Dispatch timelines exclude Sundays and public / national holidays.
Once an order is handed over to the courier partner, a shipping confirmation email with tracking details is sent to the customer.
5. Shipping & Delivery
- All orders are shipped via independent third-party logistics partners.
- Delivery timelines depend on the customer’s location, courier serviceability, and external factors.
Estimated delivery timelines shown at checkout or elsewhere on the website are indicative only and not guaranteed. These estimates begin after dispatch, not from the date of order placement.
Velentia is not responsible for delays caused by:
- Courier partner operations
- Weather conditions
- Regional restrictions
- Address inaccuracies
- Force majeure events
6. Tracking & Customer Responsibility
Once an order is dispatched:
- Tracking details are shared via email.
- Customers are responsible for monitoring the shipment using the tracking link provided.
If a shipment appears delayed or stuck in transit, customers are encouraged to notify our support team so we may assist on a best-effort basis by coordinating with the courier partner.
7. Cash on Delivery (COD)
- Cash on Delivery is available on select orders and locations, subject to verification and courier serviceability.
- Any advance amount paid for COD orders is non-refundable.
- Orders refused or not accepted at delivery may not be eligible for re-dispatch.
Velentia reserves the right to restrict or disable COD for certain orders or customers based on order history or risk assessment.
8. Failed Delivery & Return to Origin (RTO)
If an order cannot be delivered due to:
- Incorrect or incomplete address
- Customer unavailability
- Refusal to accept delivery
the shipment may be marked as Return to Origin (RTO).
In such cases:
- Original shipping charges are non-refundable
- Re-dispatch may be permitted only after confirmation and advance payment
- Velentia reserves the right to decline re-dispatch in case of repeated RTOs
Customers are responsible for ensuring accurate delivery information at checkout.
9. Courier Responsibility & Transit Disclaimer
Velentia partners with independent third-party logistics providers for shipping and last-mile delivery. Once an order has been dispatched and handed over to the courier partner:
- Transit-related risks, including delay, loss, or damage, are managed by the courier.
- Velentia does not control courier operations or delivery performance.
Where delivery issues arise post-dispatch, customers are encouraged to raise concerns directly with the courier using the tracking link provided. Velentia may assist on a goodwill and best-effort basis by sharing shipment details or coordinating with the courier but does not guarantee outcomes or assume liability for transit-related issues.
10. Exchanges & Returns (Shipping Perspective)
- Exchanges are processed only after the returned item is received and approved through quality inspection.
- Reverse pickups and replacement dispatches are handled on business days only.
- Velentia is not responsible for loss, damage, or substitution alleged to have occurred during return transit prior to receipt of the returned package.
Full conditions are detailed in the Refund & Exchange Policy.
11. Force Majeure
Velentia shall not be held liable for delays or failure in order processing, dispatch, or delivery caused by events beyond reasonable control, including but not limited to natural disasters, strikes, government restrictions, pandemics, logistics disruptions, or other force majeure events.
During such events, timelines may be extended without liability or compensation.
12. Customer Support
For shipping-related queries, customers may contact:
Support hours are generally between 10:00 AM and 6:00 PM IST.
Support is available on business days only, excluding Saturdays, Sundays and public / national holidays. Response times may vary based on query volume.
13. Policy Updates
Velentia reserves the right to update or modify this Policy at any time. Changes will be reflected on this page, and continued use of the website constitutes acceptance of the revised Policy.
Acknowledgement
By placing an order on Velentia, you acknowledge that you have read, understood, and agreed to this Shipping & Order Processing Policy.