Cancelling an order

Cancellation is free at any point before dispatch. Our packing window is 2 business days — time spent bench-testing every unit — so there is a genuine window in which nothing is committed. This page sets out both sides of that line at Velaris Terrace.

The window

You have the handling window from the moment the order is confirmed. Once the carton is sealed and scanned by the courier, the order has left us and the Refund and Returns Policy applies.

How to cancel

Email [email protected] from the address on the order with the order number in the subject line. We reply to confirm, and that confirmation is what makes it final. A request from a different email address cannot be accepted, because we cannot verify who is asking.

Fees

None. We charge no cancellation fee, no processing fee, no restocking fee and no administrative penalty on an order cancelled before dispatch. Any shipping charge collected is refunded with the goods.

Refund timing

Approved cancellations are refunded in full to the original payment method within 5 to 7 business days, in line with Reserve Bank of India timelines for online refunds. Your bank or UPI app posts the credit on its own schedule. A Cash on Delivery order cancelled before dispatch involves no money at all.

Changing capacity before it ships

This is the change worth making. If you measured the room after ordering and the tank is too small — or the coverage figure is well above what a closed bedroom needs — ask inside the packing window and we will swap it, settling the difference either way. An appliance is expensive to send back, and the swap costs nothing before dispatch.

Dropping an item

Name what to remove and we adjust the order. A smaller basket can fall below ₹3,999, in which case the flat ₹99 applies to what remains; we tell you before processing.

Changing the address

Address changes are fine inside the packing window and depend on the new PIN code being serviceable.

After dispatch

Refuse the parcel at the door, so it returns to us and we refund the goods once it is back and tested, or accept it and raise a return within 7 days of delivery under the Refund and Returns Policy. With a heavy appliance, refusing at the door is usually cheaper and safer.

When we cancel

Occasionally we must: a unit that fails its bench test before dispatch with no replacement in stock, a specification published in error, a PIN code our couriers do not serve, an address that cannot be verified, or an order with fraud markers. We email the reason and refund every rupee paid on the timeline above. We would rather cancel than ship a unit that failed its test.

Failed payments

A failed or timed-out UPI request creates no order. If your account was debited without a confirmation, banks reverse it in nearly every case within a few working days — send the UPI reference and we will confirm whether anything reached us.

Repeat cancellations

We keep cancellation records for fraud prevention. Repeated cancellation after dispatch, or repeated refusal of delivered parcels, may lead us to ask for prepayment on future orders. It is rare and we explain it first.