Email is our support channel and the proprietor answers it — normally within one working day. Include the order number and say what is wrong; that is usually enough to solve it in one reply.
Where to reach us
- Trading name
- Velo Poola (velopoola.shop)
- Business type
- Sole proprietorship
- Registered address
- Aqua Bella Vista Pools 128, Milap Nagar, Gali No. 1, Mode, Gopal Pura Mode, Jaipur, Rajasthan, 302018, India
- Phone
- +91 87690 90207
- [email protected]
- Hours
- Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays.
- Dispatch point
- Jaipur, Rajasthan — orders confirmed before 1:00 PM IST join the same working day queue
We are online only. The address above is where orders are packed and dispatched — it is not a shop, so please do not travel to it to view or collect an order.
Before you write
Four lines save an exchange of five emails:
- Your order number, and the tracking number if it has shipped.
- What is wrong, in a sentence.
- Photographs of the carton and of the item.
- The unboxing video for anything damaged, wrong or missing — within 48 hours of delivery.
Subject lines that route straight through
- Order cancellation — before dispatch, inside the 2 to 3 business days handling window
- Order modification — address, quantity or model change before dispatch
- Return request — within 10 days of delivery
- Damaged on arrival — within 48 hours, with the video
- Missing part — tell us which one and we ship it rather than the whole item
- Payment issue — with the UTR reference from your bank
- Grievance — to escalate a case ordinary support did not resolve
Response times
| First reply to an email | Within one working day, during Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays. |
|---|---|
| Cancellation confirmed | Within one working day — refund released within 5 to 7 business days |
| Return decision | Within one working day of your photographs reaching us |
| Refund after an approved return | 7 business days from the item reaching us |
| Grievance acknowledged | Within 24 hours, resolved within 15 days |
What we cannot help with
We are not a service centre: we do not repair or modify goods. Where a fault appears after the return window and the maker offers a warranty, we will find you the correct service channel, but the claim sits between you and the maker. Unless a page lists it, we also do not supply a filter pump beyond the one listed, chemicals and a ground sheet.
Grievance Officer
Under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 (IT Act 2000), a complaint that ordinary support did not resolve may be escalated to our Grievance Officer, the proprietor of Velo Poola, at the address and email above. Please put Grievance in the subject line.
Send us a message
This form reaches the same inbox as the address above.