Return and Refund policy

Return, Refund, Replacement & Non-Returnable Products Policy

Last Updated: September 13, 2026

At VOLQ, we aim to deliver the correct product in good condition and provide a clear process when something goes wrong.

Please note that not all products sold on VOLQ are eligible for return, exchange, or refund. Eligibility depends on the product category, hygiene considerations, product condition, product-specific terms, and the nature of the claim.

Please read this policy carefully before placing an order.

Important — Please Read Before Ordering

Not All Products Are Returnable

Some products are Non-Returnable because of hygiene, safety, customization, digital delivery, clearance status, or the nature of the product.

Products marked as:

Non-Returnable • Final Sale • No Return

are generally not eligible for return because of change of mind, personal preference, or ordering error.

This does not limit any statutory rights available where a product is genuinely damaged, defective, incorrect, incomplete, or materially different from what was advertised.

Unboxing Video Required for Delivery-Condition Claims

For claims involving:

  • Damaged products

  • Defective products

  • Incorrect products

  • Missing products

  • Missing accessories or components

  • Tampered parcels

  • Incomplete orders

customers are required to provide a complete, continuous and unedited unboxing video for verification.

The video should begin before the parcel is opened and clearly show:

  • Shipping label

  • Outer packaging

  • Condition of the parcel and seals

  • Complete opening of the package

  • Product received

  • Accessories and components

  • The claimed damage, defect, shortage, or incorrect item

Customers are strongly advised to record an unboxing video for every VOLQ order before opening the parcel.

Edited videos, videos recorded after the parcel has already been opened, screenshots alone, or incomplete recordings may not be sufficient to verify a claim.

Where sufficient evidence cannot be provided, VOLQ may be unable to verify and approve the claim, subject to applicable consumer protection law.

1. Return Window

For products that are eligible for return, the return request must generally be raised within 5 calendar days from the date of delivery, unless a different period is mentioned on the relevant product page.

Claims relating to:

Damage • Defect • Incorrect Product • Missing Product • Missing Component

should be reported within 48 hours of delivery.

Requests submitted outside the applicable period may not be accepted except where required under applicable law.

2. How to Raise a Request

For return, replacement, refund, or exchange requests, contact:

Email: thevolqstore@gmail.com

Please include:

  • Order Number

  • Product Name

  • Reason for the request

  • Clear product photographs

  • Packaging photographs

  • Shipping label photograph

  • Continuous unboxing video where applicable

  • Any other information reasonably required to verify the issue

Submitting a request does not automatically mean that it has been approved.

3. General Return Eligibility

Where a product is eligible for return, it must normally be:

  • Unused

  • Unworn

  • Unwashed

  • Uninstalled

  • Unmodified

  • Free from customer-caused damage

  • In original condition

  • In original packaging

  • Returned with all accessories, tags, labels, manuals, inserts, and components

  • Accompanied by valid proof of purchase

Products showing signs of use, installation, alteration, washing, misuse, damage after delivery, or missing components may not qualify for return.

All eligible returned products are subject to inspection.

4. Non-Returnable Products

Unless required otherwise under applicable law, the following categories may be non-returnable after delivery.

Jewellery, Fashion Accessories & Spiritual Products

This may include:

  • Bracelets

  • Gemstone jewellery

  • Crystal jewellery

  • Rudraksha products

  • Healing crystal products

  • Fashion jewellery

  • Spiritual accessories

  • Reiki accessories

  • Meditation accessories

  • Vastu accessories

Personal Care, Wellness & Hygiene Products

This may include:

  • Grooming products

  • Wellness products

  • Personal-care products

  • Body-care products

  • Skincare

  • Cosmetics

  • Sprays

  • Oils

  • Hygiene-sensitive products

Innerwear & Intimate Apparel

This may include:

  • Innerwear

  • Lingerie

  • Shapewear

  • Compression wear

  • Padded apparel

  • Undergarments

  • Hosiery

  • Other hygiene-sensitive clothing

Customized & Personalized Products

This may include:

  • Customized products

  • Personalized products

  • Made-to-order products

  • Print-on-demand products

Digital Products

This may include:

  • E-books

  • Digital downloads

  • Software

  • Digital licences

  • Downloadable files

Clearance & Final Sale Products

Products clearly marked:

  • Clearance

  • Final Sale

  • Non-Returnable

  • No Return

may not be eligible for normal change-of-mind returns.

Used or Installed Products

Products that have been:

  • Used

  • Installed

  • Modified

  • Altered

  • Washed

  • Damaged after delivery

may not qualify for return.

Customers should check the individual product page for product-specific return eligibility before ordering.

5. Change-of-Mind Returns

VOLQ does not automatically provide returns because a customer:

  • Changes their mind

  • No longer wants the product

  • Does not like the colour or appearance

  • Ordered the wrong product or variant

  • No longer requires the product

  • Expected something different where the product was accurately described

A change-of-mind return may only be considered where the specific product is eligible for such a return.

Non-returnable products are not eligible for change-of-mind returns.

6. Damaged, Defective, Incorrect or Missing Products

If a product is received in a genuinely:

  • Damaged

  • Defective

  • Incorrect

  • Incomplete

  • Tampered

  • Missing-item condition

please contact VOLQ within 48 hours of delivery.

For verification, the customer should provide:

  • Complete continuous unboxing video

  • Clear product photographs

  • Packaging photographs

  • Shipping label photograph

  • Order Number

  • Description of the issue

After verification, an appropriate resolution may include:

Replacement • Exchange • Refund • Store Credit

depending on the circumstances, product availability, inspection results, and applicable law.

7. Return Approval & Inspection

Every request is reviewed individually.

We may consider:

  • Product category

  • Product-page return conditions

  • Product condition

  • Nature of the issue

  • Supporting photographs

  • Unboxing video

  • Packaging condition

  • Inspection results

  • Order history

  • Fulfilment information

  • Applicable legal requirements

VOLQ may request additional reasonable evidence where necessary.

8. Replacement

Approved replacements are subject to stock availability.

Where an identical product or variant is unavailable, VOLQ may provide an appropriate alternative resolution, such as:

  • Refund

  • Store credit

  • Alternative product, where agreed with the customer

9. Exchanges

Exchanges may be available only for eligible and approved cases.

Depending on the product and circumstances, this may include cases involving:

  • Manufacturing defects

  • Damaged products

  • Incorrect products

  • Missing items or components

Exchanges remain subject to stock availability.

10. Refunds

Where a refund is approved, it will normally be processed to the original payment method wherever reasonably possible.

Refund processing time after initiation may depend on:

  • Bank

  • Card issuer

  • UPI provider

  • Payment gateway

  • Financial institution

For discretionary customer-initiated returns, applicable return shipping or logistics charges may be deducted where appropriately disclosed and legally permitted.

Where the return results from a verified defective, damaged, incorrect, or otherwise non-conforming product supplied by VOLQ, the matter will be handled in accordance with applicable law.

11. Order Cancellation

Orders may generally be cancelled only before they have been processed or dispatched.

Once an order has been shipped, cancellation may no longer be possible.

After delivery, any eligible return or replacement request will be governed by this policy.

12. Refused Deliveries & Return-to-Origin (RTO)

Customers are requested to accept confirmed orders.

Orders may be returned to origin due to:

  • Refused delivery

  • Incorrect address

  • Incomplete address

  • Customer unavailability

  • Failure to accept delivery

  • Failure to respond to courier attempts

Repeated customer-caused RTO incidents may result in:

  • Restriction of COD availability

  • Requirement for prepaid payment

  • Cancellation of future high-risk orders

Where legally permitted and appropriately disclosed, applicable shipping, return-shipping, or logistics costs may be deducted from an eligible refund.

13. Fraudulent or Abusive Claims

VOLQ may reject claims where there is reasonable evidence of:

  • Product misuse

  • Intentional damage

  • Product substitution

  • Missing original contents

  • Manipulated photographs or videos

  • False information

  • Fraudulent claims

  • Repeated abuse of the return process

Any such decision will be based on reasonable verification and remains subject to applicable consumer protection law.

14. Product-Specific Return Conditions

Some products may have different return conditions because of:

  • Product category

  • Hygiene requirements

  • Safety considerations

  • Customization

  • Supplier conditions

  • Digital delivery

  • Clearance status

Where a product page contains specific return or non-returnable information, those conditions should be read together with this policy.

Product-specific terms do not override any mandatory statutory consumer rights.

15. Customer Responsibility Before Ordering

Before completing a purchase, customers should check:

  • Product description

  • Product photographs

  • Dimensions

  • Size

  • Compatibility

  • Specifications

  • Colour

  • Return eligibility

Customers may contact VOLQ before ordering if clarification is required.

16. Consumer Rights

Nothing in this policy is intended to exclude, waive, or restrict any statutory right or remedy available to consumers under applicable Indian law.

Where any provision of this policy conflicts with a mandatory legal requirement, the applicable law will prevail.

17. Policy Updates

VOLQ may update this policy from time to time to reflect changes in products, fulfilment practices, operations, or applicable legal requirements.

The latest version will be published on the Website together with the revised Last Updated date.

18. Contact Us

For return, refund, replacement, or exchange-related queries, please contact:

VOLQ

Website: https://thevolq.com
Email: thevolqstore@gmail.com

Business Address:
Andul Roypara
Andul Mauri, Andul
Howrah, West Bengal – 711302
India

Customer Support Hours:
Monday–Saturday
10:00 AM – 7:00 PM (IST)

Live Freely. Live Better. Live VOLQ.