Cancellation Policy

Before the parcel is packed and handed to the courier, cancelling costs nothing. After that it is on the network and the options change. This page says exactly where that line falls and how fast the money comes back.

At a glance

1. The window

You may cancel at any point before dispatch. Handling takes 2 to 3 business days, during which we check the item and pack it. Once a tracking number exists the window has closed. If your request and our dispatch cross on the same day, we treat the request as first and pull the parcel back if the courier has not yet collected.

2. How to cancel

Email us with the subject line Order cancellation and your order number, from the address you used to order. We confirm within one working day. We can only accept a cancellation from the person who placed the order using that same address — an identity check, not bureaucracy.

3. No fees

On an order cancelled before dispatch we charge no cancellation fee, no processing fee, no restocking fee and no administrative penalty. The full amount comes back, including any shipping charge, because nothing shipped.

4. Where the money goes

Once cancellation is confirmed we release the refund to the route that paid, processed within 5 to 7 business days, following Reserve Bank of India guidance on reversing online payments.

• UPI: back to the UPI ID or bank account used at checkout; the last leg depends on your bank.
• Cash on Delivery: nothing was paid, so nothing is refunded — the order simply closes.
• Debited with no order created: your bank auto-reverses it, normally within 5 to 7 business days.

5. Partial cancellation

Name the line you want dropped in your email. We refund that line and dispatch the rest. If removing a line takes the order below ₹4,999, free shipping stops applying and a flat ₹149 is charged on what remains — we confirm the revised total before acting.

6. Changing rather than cancelling

Inside the same pre-dispatch window you can change the delivery address, adjust a quantity or swap a model. Email us with the subject line Order modification and your order number. Address changes depend on the new PIN code being serviceable.

7. Orders we cancel

Sometimes the cancellation is ours. We always email the reason and refund in full within 5 to 7 business days:

• the item is unexpectedly out of stock or discontinued;
• a price or specification was displayed in error;
• payment could not be verified, or the order pattern suggests fraud;
• the PIN code is not serviceable;
• the delivery address is outside India;
• we could not reach you for verification within three working days.

8. After dispatch

A dispatched parcel cannot be cancelled, but you have two clean routes. Refuse it at the door — particularly if the carton is crushed, damp or re-taped — and it returns to us for a refund. Or accept it and start a return within 10 days, provided the item is unused and complete in its original packaging with the invoice.

9. Repeat cancellations

We keep cancellation records for fraud prevention. An account that repeatedly cancels after dispatch or refuses delivery without reason may be asked to prepay, or declined.

10. Escalation

If a cancellation or refund was not handled to your satisfaction, ask for escalation to our Grievance Officer under the Consumer Protection (E-Commerce) Rules, 2020. Acknowledged within 24 hours, resolved within 15 days.

11. Cancellation contact

• Velo Poola — sole proprietorship
• Address: Aqua Bella Vista Pools 128, Milap Nagar, Gali No. 1, Mode, Gopal Pura Mode, Jaipur, Rajasthan, 302018, India
• Phone: +91 87690 90207
• Email: [email protected]
• Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays.

Governed by the laws of India; disputes fall to the courts at Jaipur, Rajasthan.