Returns, Refunds, Cancellations, and Exchanges – Viluma
At Viluma, your satisfaction is our priority. Please read this policy carefully to understand how returns, refunds, cancellations, and exchanges are handled for orders placed through our platform.
Step 1: Raise a Return or Replacement Request
If you receive a wrong, defective, damaged, or mismatched product, you may request a return or replacement within 7 days of delivery.
To initiate the request:
- Contact us through our website or customer support.
- Provide complete order details and supporting images (if required).
For damaged or missing items, the issue must be reported within 2 days of delivery.
Step 2: Review of Request
Our team will verify and validate all return or replacement requests.
- Please allow up to 2 working days for review and confirmation.
Step 3: Product Pickup
Once your request is approved:
- A reverse pickup will be arranged through our courier partner.
- Self-shipping is not required unless specifically instructed by our support team.
Step 4: Product Receipt & Final Action
After the returned product reaches our facility, it will undergo a quality inspection.
Based on the inspection results, we will:
- Initiate a replacement
- Process an exchange
- Issue a refund (subject to product and stock availability)
Replacement & Exchange Process
Once the return is approved:
- Pickup will be scheduled for the product.
- After successful quality check, the replacement or exchange will be initiated.
If the original product is out of stock, you may choose:
- A full refund, or
- An exchange with a similar or equivalent product.
Exchange Delivery Timeline (TAT 3–5 Days)
- Replacement items are dispatched within 2–3 business days after quality inspection.
- Delivery typically takes 3–5 business days from the dispatch date.
Returns / Replacements Not Accepted If:
Returns will not be accepted under the following conditions:
- The product is used, opened, damaged, altered, or tampered with
- Original packaging, labels, or tags are missing
- Return request is raised after 7 days of delivery
- Damage/missing item complaints are made after 2 days of delivery
Order Cancellations
- You may cancel your order anytime before dispatch.
- Once the order is shipped, it cannot be cancelled.
Refund Process
For Prepaid Orders
- Refunds are credited to the original payment method within 3–5 business days after approval.
Refund Timelines (TAT 3–5 Days)
- Cancelled Orders: Refunded within 3–5 business days.
- Returned Items: Refunded within 3–5 business days after pickup and successful quality inspection.
Partial Order Returns
- Items from a multi-product order can be returned individually, subject to eligibility and return conditions.
Contact Us
For assistance regarding returns, refunds, cancellations, or exchanges, reach us at:
📧 Email: support@vilumainfo.com
📞 Phone: 7983908821
🏢 Address:
Upper Ground Floor, 83/A-7, Property No.-A-7,
Gali No-3, Guru Nanak Pura,
Lakshmi Nagar, New Delhi,
East Delhi, Delhi, 110092
Company Name: Viluma Infotech Pvt. Ltd.