Replacement only
Replacement requests may be approved for eligible items that are damaged in transit, incorrectly delivered, dead on arrival, or confirmed defective — following verification by our support team.
Policy at a glance
Replacement-only support with 1-year limited warranty
1-Year Limited Warranty
Every Velra device includes a 1-year limited warranty from the date of delivery for manufacturing defects and internal device malfunctions under normal usage.
Section 1
Replacement Eligibility
A replacement request may be approved only when one of the following applies:
- The product arrived dead on arrival (non-functional upon receipt)
- A verified manufacturing defect affecting normal operation
- An incorrect product was delivered
- The product sustained damage during transit
Replacement requests must be submitted within 48 hours of delivery, along with your order ID, clear photos or videos of the issue, and an unboxing video where applicable.
Once our team has completed verification, eligible replacements — including items that are damaged in transit, incorrectly delivered, dead on arrival, or confirmed defective — are typically fulfilled within 3 to 4 business days.
Section 2
1-Year Limited Warranty
Every Velra device comes with a 1-year limited warranty from the date of delivery.
This warranty covers manufacturing defects and internal device malfunctions under normal usage.
The warranty covers:
- Manufacturing defects
- Internal device malfunction
- Power or button issues not caused by misuse
- Mist/output issues due to device fault
- Type-C charging port issues due to manufacturing defect
Section 3
What Is Not Covered
The warranty does not cover:
- Physical damage, scratches, dents, or breakage
- Water or liquid damage caused by misuse
- Damage caused by incorrect charging adapter, cable, or power source
- Damage caused by dropping, tampering, opening, or unauthorized repair
- Blockage or malfunction caused by using non-recommended oils or liquids
- Normal wear and tear
- Fragrance oils, bottles, consumables, or accessories unless defective on arrival
Section 4
No Change-of-Mind Returns
VELRA does not accept returns in the following cases:
- Change of mind or fragrance preference
- Opened, used, or installed fragrance oils or consumables (unless defective on arrival)
- Damage resulting from misuse, overfilling, modification, wrong power source, accidental damage, or unauthorized repair
This includes cases where a scent profile does not match personal expectation when the product is otherwise as described. Nothing in this policy limits rights you may have under applicable consumer protection laws in India.
Section 5
Warranty Resolution
During the warranty period, Velra may inspect the product and, after verification, offer a repair, replacement, or equivalent device depending on the issue and availability.
Refunds are not offered for change of mind, opened or used products, fragrance preference, or misuse-related issues. If replacement is not possible after verification, Velra may provide an appropriate resolution as required by applicable law.
Section 6
How to Request Support
To request a replacement or warranty support, contact us with:
- Order ID
- Registered phone number or email
- Photos/videos of the issue
- Unboxing video, where applicable
- Description of the issue
Support email: hello@velrasense.com
Need replacement or warranty support?
Contact Velra support with your order details, issue photos or videos, and unboxing video where applicable. Our team will review the request and guide the next step after verification.