At velvettecart, managed by Nexpent Innovations Private Limited, our goal is to ensure a smooth and worry-free shopping experience.
Throughout this policy:
- “we,” “our,” and “us” refer to Nexpent Innovations Private Limited
- “you,” “your,” and “user” refer to you, our valued customer
We understand that circumstances may change. This policy explains how you can cancel your order if required.
Cancellation Prior to Dispatch
You may cancel your order under the following conditions:
- The cancellation request must be raised within 24 hours of placing the order or before dispatch, whichever occurs first.
- To cancel, please reach out to our customer service team via email.
- If your request meets the above requirements, a full refund will be issued to your original payment method within 5 to 7 business days.
After the Order Has Been Shipped
- Once your order is dispatched, cancellation is no longer possible.
- However, after receiving the product, you may initiate a return in line with our Return & Refund Policy.
Requesting Modifications to Orders
- At present, we do not allow changes to items or shipping information once the order is confirmed.
- If changes are necessary, you must cancel the original order (if eligible) and place a new one with the updated details.
Submitting a Cancellation Request
For cancellations or assistance related to your order, please contact our support team at: nexpentinnovationspvtltd@gmail.com, nexpentinnovationsauthorizes@gmail.com
Grievance Redressal Policy
At velvettecart, our priority is to deliver a smooth and reliable shopping journey to every customer. We believe in fair practices and transparent handling of customer concerns. This Grievance Redressal Policy ensures your issues are resolved promptly, professionally, and in line with all applicable laws.
Definition of a Grievance
A grievance refers to any problem or dissatisfaction arising from a product or service purchased through our platform for which a customer seeks resolution. Such concerns may include:
- Product quality issues or manufacturing defects
- Incorrect, delayed, or incomplete deliveries
- Payment or transaction‑related problems
- Difficulties with returns, refunds, or exchanges
- Dissatisfaction with customer service
- Clarifications regarding our policies
Steps to Raise a Concern
If you face any issue, please connect with us through our support channels. The process is as follows:
- Access Help Centre / Contact Us
Visit the “Help Centre” or “Contact Us” page on our website or mobile application.
- Select the Relevant Category
Choose the section that best matches your concern.
- Provide Necessary Information
Submit details such as your order ID, description of the issue, and supporting documents or images.
- Support Team Review
Once your request is submitted, our team will examine the matter and respond accordingly.
Escalation to Grievance Officer
If you are not satisfied with the resolution offered by our customer support, you may escalate the issue to our designated Grievance Officer, in accordance with the Information Technology Act, 2000, along with other applicable laws.
- Velvettecart has appointed a dedicated Grievance Redressal Officer to ensure fair handling of unresolved concerns.
- The officer supervises the resolution process and ensures compliance with legal requirements.
- You may reach the Grievance Officer directly via email at nexpentinnovationspvtltd@gmail.com, nexpentinnovationsauthorizes@gmail.com.
Grievance Resolution Process
- Acknowledgement: We will confirm receipt of your grievance within 48 hours through email.
- Unique Reference ID: A grievance ID will be issued to help you track the status of your complaint.
- Resolution Timeframe: Our team, along with the Grievance Officer, will strive to resolve your concern as early as possible, typically within 7 working days, or within the period mandated by law.
- Regular Updates: You will receive timely updates on your grievance status through your registered communication method.
When a Grievance is Considered Closed
Your complaint shall be marked as resolved in the following cases:
- You receive a satisfactory solution from our support team or the Grievance Officer.
- No response is received from you within a reasonable time after a resolution is offered.
- A final resolution has been communicated in line with our policies and applicable law.
Reach Out to Us
For further assistance or to raise a grievance, please write to us at nexpentinnovationspvtltd@gmail.com, nexpentinnovationsauthorizes@gmail.com.
Important Note
This policy may undergo updates periodically. For the latest version, kindly refer to our Terms of Use and Privacy Policy pages.