To add an item to your wish list, click on the 'Heart' icon on the product image. You can access the wishlist anytime to check the items added in it.

Go to 'My Wishlist' menu. Click on the 'Heart' to deselect it and remove the product from your wishlist.

There are no separate cancellation charges levied on cancellation of your VRO order.

Grooming Care Appliances bought on VRO cannot be returned due to hygiene issues. However, in the case of a damaged/defective product, please reach out to wegotyou@thevro.ai

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement for any individual item.

Returns/Replacements on VRO are currently accepted only in the following cases:

1. You have received a damaged product
2. You have received a defective product
3. Wrong product was delivered to you
4. The product ordered was missing in the delivered shipment

In any of these cases, you could either request for a replacement or a refund within 15 days of receiving the order.

Follow one of the following steps:

a. Via My Orders section Click on 'My Orders'. Go to Order and select 'Have a Concern'. Proceed with reason for return.

b. Via Help Center Click on 'Have a Concern', Click on 'Submit a Request' > Provide us with your order ID details and your request to return/replace/refund your order.

Kindly share an image of the product and the invoice for our reference

You can track the return status under 'Orders' section on VRO app/website. We will notify you on the status of your refund or replacement via email/SMS.

Returns on VRO are currently accepted only in the following cases:

1. You have received a damaged product
2. You have received a defective product
3. Wrong product was delivered to you
4. The product ordered was missing in the delivered shipment

In any of these cases, you could either request a replacement or a refund within 15 days of receiving the order.

Step 1: Follow one of the following steps:

a. Via My Orders section Click on 'Orders'. Go to Order and select 'Have a Concern'. Proceed with reason for return.

b. Via Help Center Click on 'Have a Concern' > Click on 'Submit a Request' > Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference

Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

Returns will not be accepted under the following conditions:

1. If request is initiated after 15 days of order delivery
2. Product is used or altered
3. Product is damaged due to misuse/overuse by the customer
4. Returned attempted without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged or serial Number is tampered
5. Defective products that are covered under Seller/Manufacturer warranty

Categories not eligible for Return:

1. Electronic products
2. Personal care appliances cannot be returned due to hygiene issues
Consumables (e.g health supplements, pills)
3. Promotional products (eg: Promotional lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand

For questions regarding a particular item, you can read the product's 'description' on the VRO App for a more detailed return policy.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner.

For any clarification, please feel free to contact our customer care.

In the case of a return/replacement, we process the refund once the products have been received and verified at our warehouse.

1. For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
2. For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
3. In addition, we also provide the hassle-free option of refund through VRO Wallet, which can be used during future purchases.

Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or refund within 15 days of receiving the order:

Step 1: Follow one of the following steps:

a. Via My Orders section Click on 'My Orders'. Go to Order and select 'Have a Concern'. Proceed with reason for return.

b. Via Help Center Click on 'Have a Concern' > Click on 'Submit a Request' > Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference.

Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

NOTE: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

Returns will not be accepted under the following conditions:

- If the request is initiated after 15 days of order delivery Product is used or altered
- Product is damaged due to misuse/overuse by the customer
- Returned attempted without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged Serial Number is tampered
- Defective products that are covered under Seller/Manufacturer’s warranty

Categories not eligible for Return:

- Personal care appliances cannot be returned due to hygiene issues
- Consumables (e.g health supplements, pills etc.)
- Adult Diapers/Liners - Products should not be used, washed or dirty, The product must also be in its original box/packaging with all tags attached, to be eligible for returns.
- Promotional products (eg: Promotional lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand Innerwear, shape wear and swimwear Accessories (under Fashion & Lifestyle category)

For questions regarding a particular item, you can read the product's 'Description' on the VRO App for a more detailed return policy.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

CANCELLATION AND RETURN POLICY - https://thevro.ai/pages/return-policy

You can track the Refund status in our 'Chat With Us' option (available on VRO App & Website). Also, an email & the SMS is sent to your registered details once the refund is processed. To check the status of your return, kindly visit 'Orders' section in VRO app/website.

If you wish to change the shipping address or phone number, you can do it through "My Order" section before the products are dispatched. You will see an edit icon on the order detail page. Please note that you cannot change the address/ phone number once the order is shipped. Please click the following link to view order history - [https://www.thevro.ai/sales/order/history/v2]

You can review the status of your orders and other related tracking information by visiting the "My Orders" section. You can instantly see the status of a specific order . Once the order is shipped, you can see a button "Track" which will give you more detailed information about your order status. If you have placed the user as guest, you can signup/signing using the email through which you have placed the order. You can track the order through the steps mentioned above. If your order has been shipped and you are still not able to know the order status through tracking link, wait for 12 hours. In some rare cases, courier partner take up-to 12 hours to activate the tracking link. Kindly check after the mentioned time frame.

In case the delivery gets failed, kindly reach out us by writing an email with your concern to 'wegotyou@thvro.ai' or visit the 'My orders' section on app or website. Click the 'Raise Concern' button."

If your most recent order is not showing after successful payment, please be rest assured & try checking the same after 10 minutes. If you still face the issue, then kindly contact VRO support team via the following link - https://support.thevro.ai/submit-request.php

If the order or the item(s) that you want to cancel have not been shipped yet, you can cancel the order directly through your "Order" section. If you have placed the order as a guest, signup/sign in with the email that you have used while placing an order and you can then cancel order through "Order" section. In such cases, the order will be cancelled and the money will be refunded to you within 48 business hours after cancellation.

Coupon codes are intended for one-time use only and shall be treated as used even if you cancel the order. If you had redeemed reward points for an order, the same will be credited back to your account in the case of a cancellation. In case you used gift card amount, the same would be credited back to your gift card in the case of a cancellation.

Click on link below to see VRO's cancellation policy.
https://www.thevro.ai/cancellation-policy/lp

You can track the refund status under ‘Orders’ section on our app or website. In case of cancellation before the order is shipped, we process the refund within 24-48 business hours in the source account. For the order that is already shipped, refund will be processed within 24-48 business hours in the source account once it gets returned and verified at the warehouse.

Shipping charges will be refunded if the complete order is cancelled. However, in case of part order cancellation, shipping charge will not be refunded.

To sell your products on VRO, goto 'Register as a Seller' at the bottom of the VRO homepage and fill-in all the details and follow the trail.

Simply click on the 'Grooming & Care'' tab to explore the world of skincare and styling!

We would love to hear your feedback! Simply email us at support@thevro.ai

To view all your tickets raised with the customer support team,

On App (currently not available)
1. Login to your VRO account
2. Click on 'Account'
3. Go to 'Help and Support' & click on 'Help Center'
4. You will be able to view all your tickets on clicking 'My Recent Tickets' section

On Desktop or VRO website
1. Login to your VRO account.
2. Click on 'Help' on the top right
3. You will be able to view all your tickets on clicking 'My Recent Tickets' section

Click on link below to see VRO's Terms and Conditions - https://www.thevro.ai/app-terms-conditions/lp

Click on link below to see VRO's privacy policy https://www.thevro.ai/privacy-policy/lp

To interact with our valuable customers in a better manner, we have gone one-step ahead and configured a verified WhatsApp Business Account for VRO. You will be notified with the order status once you opt for WhatsApp feature. Soon you will see our Support team in action which will enable you to interact with our executives over WhatsApp. Till then, please stay tuned for more updates.

VRO's very own chat support is available on both android and iOS apps as well as website. Go to 'Help & Support' section and click 'Chat With Us' to get instant help on all your queries. You can also troubleshoot most of your common concerns using our conversational commerce agent.

Type 'STOP' on the VRO WhatsApp channel to stop receiving notifications.

No, your Reward Points can only be redeemed toward store credit on thevro.ai or thevro.ai. They cannot be redeemed for cash or exchanged for any other services.

The Reward Points you accumulate can only be used through your account. They are not transferrable to your spouse, children or friends.

The duration of the validity of reward points depends on the source of the reward points. If the Reward Points have been credited against your orders, they have an expiry date set against them and will expire after that given period (12 months) has lapsed. If the Reward Points have been credited against promotional activity they will expire in a span of 2 to 12 months. If the Reward Points have been credited against signup, they will expire in 12 months. If the Reward Points have been credited against product reviews and Q&A section, they will expire in 12 months.

Redemption cannot be reversed. It will be reversed only in case of item/order cancellation

1. Once you add all the products to your shopping bag, you will see the available reward points on the 'Shopping Bag'
2. Click on 'Apply' button to use the reward points in the order and proceed by clicking ' Checkout'
3. You will be able to see the discount availed by using reward points on the payment page.

Note: Reward Points are disabled during sale.

You can view your Reward Points on your “My Account” page under the “VRO Wallet” section.

You can earn reward points through various methods:

1. Creating an account: As soon as you create your VRO account, the Reward Points will be added to your account.
2. Writing Reviews, Asking and Answering Questions: If your review/question/answer is approved by our team, your Reward Points will be added to your account. Please give the team at least 1-2 business days to approve all questions/reviews/answers so that we can guarantee comprehensive and pertinent content on the website.
3. Orders: Your Reward Points will be credited to your account within 48 hours of the order getting delivered. In case you return some item(s), Reward Points earned from respective item(s) will be deducted from the total earned.

In the rare instance when the Reward Points has not been credited to your account, please send a mail to wegotyou@thevro.ai along with the order details. Your account will be credited with the appropriate points within 2 business days of checking your order history.

The VRO Rewards Program is all about making shopping more exciting and community-driven! We reward you for your loyalty, engagement, and the energy you bring to VRO—because shopping’s always better when we do it together.

Every 100 Reward Points are equivalent to INR 1. There are a number of simple ways to earn Reward Points:
1. Signing up for an account! On creating your VRO account, 1000 Reward Points will be added to your account automatically
2. Shopping! For every 100 rupee that you spend on VRO, you will receive 1 reward point
3. Writing Reviews! Once your review is approved by our team, 100 Reward Points will be added to your account. The process of approval will typically take anywhere from 1-2 business days

Anybody! The minute you create an account on thevro.ai, you are automatically signed up for the VRO Rewards Program.

Reward points are credited to your account after successful delivery of the order. Reward points can be seen in the 'VRO Wallet' section.

No. Joining VRO-AP is absolutely free of cost. Kindly click the below link to view more details:
Link: https://affiliate.thevro.ai

Being a part of the VRO Affiliate Network is easy.

Step 1 - Make your account on https://affiliate.thevro.ai
Step 2 - Tell us what kind of content do you publish on your website, blog or app
Step 3 - Select the categories which you think your audience will be most interested in
Step 4 - Update your payment and tax info Voila! Just one single approval from VRO and you are on VRO Affiliate Network.
Link: https://affiliate.thevro.ai

Our Affiliate Program is simple and easy to understand. We have given an example below to explain the program to you:
Example: Presume a person has a social media account and linked to EarnKaro, our affiliate partner and sells that product, he is eligible for that affiliate commission. For details, refer to Affiliate Marketing Policy.

Link: https://affiliate.thevro.ai

Validation of the payment process for the month could take approximately 30 - 45 business days.

Link: https://affiliate.thevro.ai

By joining our affiliate program, you can earn every time a user clicks on the banner/link and makes a purchase on our site.
Link: https://affiliate.thevro.ai

1. The website should be relevant
2. The site should not contain any offensive/illegal content.

Link: https://affiliate.thevro.ai

VRO Affiliate Program (VRO-AP) is a program run by VRO that allows external content publishers to serve automatic text, image, video, or interactive media advertisements from the VRO universe (thevro.ai) that are targeted to publishers’ content and audience and divert traffic to VRO. For example, if you author a makeup blog, you can choose to advertise popular (pre-computed) or curated makeup products from thevro.ai on your blog to your customers. Your customers get a quick access to a collection of curated or automatically suggested makeup products and you make commission when your customers purchase while clicking on those ads. These advertisements are administered and maintained by VRO. The commission can be setup by the business team and can be category or brand based or a combination to begin with. We can provide more flexibility later.

Link: https://affiliate.thevro.ai

Affiliate networks, coupon sites, daily deal sites, and influencer/bloggers.

Link: https://affiliate.thevro.ai

VRO Wallet has the folllowing currencies:
VRO Cash: Has an expiry of 1 year from date of credit
Gift Card Balance transferred to VRO Wallet: Expiry date of VRO wallet balance will remain same as Gift Card expiry date
VRO Rewards: Have expiry of 2 to 12 months (depending on source of reward points) from the date it is credited

You cannot withdraw balance from your VRO Wallet to your bank account. It can only be used to purchase products at VRO.

VRO Wallet balance can't be used outside the VRO universe. It can only be used on VRO domain (thevro.ai) to purchase products.

VRO Wallet balance can be used with other payment modes to place the order.

Currently, you may use your Credit/Debit Card, Net Banking or BHIM UPI options to add money to VRO Wallet.

Currently, VRO Wallet is available only on android and iOS app (apps will be available soon)

Cashback for orders placed are credited post delivery of the products. Please check offer terms and conditions for more details.

We regret the inconvenience. Sometimes the bank fails to notify us after the payment is successful. However, we sync the status of all payments every 20 minutes and credit the balance to your wallet in case it has not been credited. Please check your wallet after 20 minutes. If the issue is still not resolved, please contact our customer care team by creating a ticket from the link below.

VRO Wallet provides several benefits:
Quick Refunds: Get refunds within 24 hours of cancellation/returns
One-Tap Payment: No need to get card details/ OTP/ PIN. Pay with one tap.

VRO Cash is the amount accumulated by accepting refunds in wallet. This amount has an expiration date of 12 months from the date of it being credited and can be used for future purchases.

VRO Rewards store the balance that you received as *cashback* against orders, writing review or Q&A. The balance in VRO Rewards has an expiry of 2 months to 12 months from the date it is credited to your wallet.

VRO Wallet is a virtual currency purse. You can use it as a source for getting instant refund in your wallet in case a product is returned. It helps you to place order faster. ? 1 balance in VRO Wallet is equivalent to 1 Indian Rupee. VRO Wallet contains:

1. VRO Cash: This amount is accumulated by accepting refunds in wallet. This amount has an expiration date of 12 months from date of credit.
2. VRO Rewards: This stores the balance that you received as *Cashback* by VRO. Reward points get expire in 1 year.

The refund amount would be credited to VRO Wallet in the VRO Cash bucket.

EMI option is supported by following banks currently: Standard Chartered bank Indusind bank HDFC Bank Yes Bank Axis Bank Kotak Bank HSBC Bank RBL Bank Citi Bank ICICI Bank Interest rate charges depend on the bank and will be visible on payment page. Please follow the below steps for order above INR 4000 to use EMI option for payment: Click on 'Checkout' Click on 'Other Payment Methods'. Select 'EMI' Click on 'View Plans' to see the interest rates

EMI option is available only on orders above INR 4000. You will see the EMI option on the payment page of the qualifying order with the interest rates charged by banks.

1. Once you add all the products to the shopping bag that you wish to buy, you will see 'Coupons' section on the same page.
2. Select the coupon code.
3. Once the coupon is applied, the discount will be shown on the bottom of the same page under 'Price Details'.
4. You can then proceed to checkout and pay the remaining amount using any other form of payment.

Note: Only one coupon code can be used on a single order.

If you choose to cancel an order after applying a coupon code, it would not be usable for a later purchase depending on the conditions of coupon. In case of suspected misuse of coupons, VRO reserves the right to cancel orders.

1. You need to be a registered VRO customer to earn and spend using reward points.
2. Once you add all the products to your shopping bag, you will see the available reward points on the 'Shopping Bag'
3. Click on 'Apply' button to use the reward points in the order and proceed by clicking ' Checkout'
4. If you do not have enough Reward Points, you can pay the remaining amount using any other form of payment.
Note:
1. Reward points are disabled during sale period.
2. refer to our Reward Program section to learn more about it.

VRO offers you multiple ways to pay securely. These include:

1. VRO Wallet
2. Debit and Credit Cards
3. Net banking
4. Cash on Delivery
5. Paytm Wallet
6. e-Gift cards
7. EMI
8. UPI
9. Paytm Wallet
10. Zest Money, Simpl & more

We use the 3D Secure payment gateway for card payments and the PayU payment gateway for net-banking. These are industry-standard secure payment methods so that we can ensure that all your online transactions at VRO are processed in an extremely secure environment.

The PayU payment gateway is one of the largest consumer payment processors in the world. It is a state-of the-art payment gateway that protects your account details when you shop on VRO by encrypting sensitive information like your card number. It is VeriSign Secured and validated by Payment Card Industry compliant Control Code.

If you are uncomfortable making online payment, please use our Cash on Delivery (COD) facility. This facility allows you to pay your invoice amount in cash at the time of delivery at your doorstep. Kindly select Cash on Delivery at the payment page. Kindly note:

1. You can only make COD payments in Indian Rupees. Currently, we do not accept foreign currency or demand drafts
2. Due to the limitations of our courier partners, COD is not yet available for all pincodes in India. On the product page, kindly check your pincode under 'Delivery Options' if the COD facility is available for your delivery address
3. The COD facility is only available for orders above INR 499

The 3D Secure password is an additional password that you will be asked to enter after entering your card details on the payment page. You will be redirected to your individual bank’s page where you'll have to enter the Verified by Visa password for Visa cards or SecureCode password for MasterCard cards. Your card-issuing bank will give this password to you and you should have this password prior to shopping on VRO. Note: 3-D secure password has been made mandatory by the Reserve Bank of India to ensure safer online shopping. This will add an additional layer of security and thus, prevent misuse of a lost or stolen card, as the user will be unable to proceed unless they enter the password associated with your card, created by yourself and known only to you.

No, there are no hidden charges such as sales tax, octroi etc. when you shop on VRO.

We have standard shipping charges for most addresses. A shipping charge of Rs 50 is levied on orders worth Rs 499 and less.

Our products are thoughtfully packaged in eco-friendly boxes, with each item carefully wrapped in sustainable honeycomb paper. We take pride in delivering not just quality products, but also responsible packaging.

1. Once your order has been dispatched, you will receive an email and SMS with the details of the tracking number and the courier company that is processing your order.
2. You can visit 'Orders' section to track your order once it is shipped. In rare cases, courier takes upto 12 hours to activate the link, so kindly try after the mentioned period.
3. If you are a guest user, you can either track through the link shared with you over email/SMS. Or you can signup/sign in using your email to track the order through your 'Orders' section.

Don't worry! This is a completely normal situation. This just means that different parts of your order may have simply been shipped from our seller's different warehouse locations. Rest assured, you will only have to pay the shipping/COD charge if applicable, on the first package you receive.

We work closely with our partner brands to ensure timely dispatches. Most orders are dispatched within 1–4 business days (excluding Sundays and public holidays). As VRO follows a marketplace model, some products are shipped directly by the brands themselves to ensure authenticity and freshness.

In rare cases, this may lead to a slight delay in dispatch, though we and our partner brands make every effort to avoid this.

During Mega Sale events or periods of high order volume, dispatch times may extend slightly, but we aim to have all orders shipped within 5 business days of purchase.

We are proud to share that over 95% of VRO orders are delivered within 3–5 business days from the date of order

VRO ships throughout India! We would suggest that you check the pincode on product page under 'Delivery Options'

Click on link below to see VRO's shipping policy - https://www.thevro.ai/shipping-policy/lp

We regret to inform you that currently the delivery service is unavailable at your pincode.

The delivery charge of INR 50 is nothing but the shipping fee.
There is a Free shipping on orders above 499. This is to cover our logistics cost to ensure that products are delivered at your doorstep in the best and safest way possible.

No, currently all our international shipping activities are on hold.

No, VRO does not have any physical stores for now. But we will keep you informed when we have one.

Once your order is confirmed, our partner brand carefully inspects and packs the products to ensure they are in perfect condition. The package is then handed over to our trusted delivery partners, who work to get your order to you at the earliest. If, for any reason, the delivery partner is unable to reach your address or deliver at your preferred time, they will contact you directly to resolve the issue.

We only allow prepaid payments for gift wrap orders.

1. You will see "Add A Gift Box" button on your shopping cart below the item list.
2. Enter the personal message that you want to be printed on your gift card. You can choose to get a blank gift card if you want to write your own handwritten message.

Currently, gift wrap option is only enabled on IOS and Android app. Also, we don't allow gift wrapping for all items. So if you are not getting an option to gift wrap your order, it could be because of the above mentioned reasons.

Currently, we charge INR 30 for gift wrap orders. The recipient will get an outer gift box packaging and a gift card with a personalized message. Please note that 'emojis' are not allowed along with the personalized message.

While most of our partner brands ship directly from ready inventory, a small selection of products is sourced fresh from the brand once you place your order. This ensures you always receive the latest and freshest products. In such cases, delivery may take an additional 2–3 days.

VRO is a retailer and not the manufacturer of the products listed on our platform. We assure you of 100% genuine products, sourced only from brands, authorized distributors, and trusted resellers. However, any warranties, guarantees, or benefits associated with the product remain the sole responsibility of the respective manufacturer..

At VRO, we uphold the highest standards of quality control, and our packaging reflects that commitment. Less than 0.5% of products shipped annually are returned to us as damaged — a testament to our care and precision. To safeguard your order, each product is individually wrapped in eco-friendly honeycomb paper and placed in sturdy boxes, ensuring it reaches you in perfect condition. We take pride in the reliability and sustainability of our packaging

At VRO, customer satisfaction is our top priority. Every product you find on our platform is 100% genuine — we do not deal in grey market products. All items are sourced exclusively from brands or their authorized distributors, ensuring authenticity and peace of mind with every purchase.

Learn more about the VRO Authenticity Guarantee and view our Brand Authenticity Certificates