Refund policy

Return, Refund & Cancellation Policy

Last updated: 20 May 2026

At Velka, every product is engineered with discipline and shipped with care. This policy explains how returns, refunds, and cancellations work across our store, and the specific terms that apply to the Velka Oxira paddle.

For any return, refund, or cancellation request, please write to team@thevelka.com from the email address used at the time of purchase, with your order number in the subject line.

1. General Return & Exchange Policy

We accept returns and exchanges on products that are unused, in their original condition, and returned within 7 days of delivery. To be eligible:

  • The item must be unused and free from any signs of wear, damage, or alteration.
  • All original packaging, tags, accessories, and inserts must be included.
  • Proof of purchase (order number or order confirmation email) is required.

Refunds are issued to the same payment method used at checkout, once the returned item passes our quality check.

Products that show signs of use, damage, or missing tags will not qualify for a return or exchange under this general policy. In such cases, the item will be shipped back to the customer, and any return shipping cost incurred by Velka will be borne by the customer. We request that all Velka products be handled and unboxed carefully to avoid damage.

2. Product-Specific Policy: Velka Oxira 7-Day Trial

We stand behind the Oxira paddle. Buy it, play with it, and if it is not the right paddle for you, return it under our 7-Day Oxira Trial.

Eligibility

  • The trial period is 7 calendar days from the date of delivery, as recorded by our shipping partner.
  • The paddle may be used on court during the trial period.
  • At the time of return, the paddle must be in an acceptable, resellable condition, with its original packaging intact (paddle cover, box, inserts, documentation).
  • Final assessment of resellable condition is made by Velka after inspection at our facility. Reasonable on-court use is expected and accepted. Cracks, deep gouges, core damage, edge-guard separation, grip damage, or any damage that prevents resale will disqualify the paddle from the trial refund.

How the Trial Works

  1. Within 7 days of delivery, email team@thevelka.com with the following:
    • Your order number and the reason for return
    • Clear photographs of the paddle (face, back, edges, handle, grip) and the original packaging (box, paddle cover, inserts)
    • A short video of the paddle and packaging, recorded in good, even lighting, showing the overall condition from all angles
  2. Velka reviews the submission and confirms eligibility, typically within 1 to 2 business days. The return process begins only after written approval from Velka by email.
  3. Once approved, Velka arranges a free reverse pickup at no cost to you.
  4. After the paddle is received, our team conducts a final inspection within 2 business days to confirm that the condition matches the submitted images and videos.
  5. If the paddle qualifies, you receive a full refund to your original payment method. No restocking fee. No usage fee.
  6. If the request is not approved at the review stage, or if the paddle on inspection does not match the submitted media or shows damage beyond acceptable use, Velka will share its findings by email. In such cases, the paddle remains with the customer (if not yet picked up) or is shipped back to the customer at no additional cost.

This trial applies only to the Velka Oxira paddle and only to the first unit purchased per customer.

3. Refund Processing Window

Once a return is received and approved, Velka initiates the refund within 1 to 2 business days. The time taken for the refund to reflect in your account depends on your original payment method:

Payment Method Time to Reflect (after Velka initiates)
UPI and Wallets 1 to 3 business days
Credit Card and Debit Card 5 to 7 business days
Net Banking 3 to 5 business days
NEFT / Bank Transfer 3 to 5 business days

You will receive a confirmation email with the refund reference number once it is initiated. If the refund has not reflected within the windows above, please write to team@thevelka.com with the refund reference number, and we will follow up with the payment gateway and your bank.

4. Cancellation Policy

Before Dispatch

Orders can be cancelled free of charge at any time before the order is dispatched from our warehouse. To cancel, email team@thevelka.com with your order number as early as possible. The full order value will be refunded to your original payment method, following the timelines in Section 3.

After Dispatch

Once an order has been dispatched, the customer is responsible for the actual two-way shipping cost (forward and return) incurred by Velka. This cost is order-specific and depends on the delivery location, package weight, and courier partner. As a reference, two-way shipping for a single paddle within India typically ranges from INR 250 to INR 450.

The applicable shipping cost will be deducted from the refund. The remaining order value will be refunded to your original payment method once the product is returned to our warehouse and passes inspection under Section 1.

Cancellations Not Permitted

Once a product has been delivered, it cannot be cancelled. After delivery, only the return policies in Section 1 or Section 2 apply.

5. Damaged, Defective, or Wrong Item Received

If you receive a product that is damaged in transit, defective, or different from what you ordered, please write to team@thevelka.com within 48 hours of delivery with:

  • Your order number
  • Clear photographs of the product and the outer packaging
  • A short description of the issue

Velka will arrange a free reverse pickup and, at your option, dispatch a replacement or issue a full refund. Shipping costs in such cases are borne entirely by Velka.

This is in addition to, and does not limit, the Velka 1-Year Warranty and 7-Day Replacement Policy for manufacturing defects on the Oxira paddle.

6. Non-Returnable Items

The following are not eligible for return, exchange, or refund:

  • Gift cards and store credit
  • Products marked as final sale at the time of purchase
  • Products returned without original packaging, tags, or accessories (except under the Oxira 7-Day Trial)
  • Products returned after the applicable eligibility window has lapsed

7. Contact

For any question about returns, refunds, or cancellations:

  • Email: team@thevelka.com
  • Phone: +91 9274923915
  • Business hours: Monday to Saturday, 10:00 AM to 7:00 PM IST

Velka reserves the right to update this policy from time to time. The policy version in force at the time of your order will apply to that order.