Our policy for returns, refunds, and cancellations
Due to the perishable nature of our products, we do not accept returns. We do not offer refunds once an order has been dispatched.
Orders can be cancelled only before dispatch. Once an order has been dispatched, cancellation is not possible. To request a cancellation, contact us through the Contact form on our website.
A payment gateway processing fee of 2% of the order value will be deducted from all cancellations. The remaining amount will be refunded within 5–7 business days to the original payment method.
Refunds are applicable only in the following cases:
The parcel is officially declared lost by the delivery partner (refund processed after written confirmation from the courier)
An incorrect item was sent due to our error (full refund or replacement at Velmor's discretion)
The order is cancelled before dispatch (refund minus 2% gateway fee, within 5–7 business days)
Refunds or replacements will not be provided for:
Slight melting, softening, or texture changes during transit
Chocolate bloom (white spots or white layer)
Courier delays where the parcel is eventually delivered
Incorrect address provided by the customer
Personal taste preferences
Orders successfully delivered
If you believe your order arrived damaged due to our packaging failure:
An unboxing video recorded continuously from the moment of opening is mandatory
The claim must be raised within 24 hours of delivery via our Contact form
Claims without video proof will not be accepted
Velmor reserves the right to offer a replacement or refund at its discretion
If you have any questions about this policy, please contact us.