Returns & Cancellation

1. Cancellation before shipment (Orders placed & delivery within India only)

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team at support@thevro.ai or call us at +91 - 8657 022 816 (Mon–Sat, 9.30 AM to 6.30 PM) and Sundays (10.30am to 6.30pm)

  • Once your cancellation request is received, the order will be cancelled.
  • The refund will be initiated within 24-48 business hours after the cancellation is duly processed.

2. Cancellation after shipment (Orders placed & delivery within India only)

If you wish to cancel an order that has already been shipped but not yet delivered, please contact our Customer Support team at support@thevro.ai.

  • In case the shipment is already handed over to the courier, they may still attempt delivery. Please do not accept the delivery of the order.
  • Once we receive the product(s) back and verify their packaging/condition, we will refund your money within 24–48 business hours.
  • Please note: applicable shipping charges, return expenses, and wear & tear deductions (if any) may be adjusted before processing the refund.

3. Refund Timelines for Cancelled Orders

  • Pre-shipment cancellation: Refund processed within 24–48 business hours of receiving your cancellation request.
  • Post-shipment cancellation/return: Refund processed once the returned product(s) are received and verified at our warehouse.

Mode of Refund:

  • Credit/Debit Card / Net Banking: Refund to the same account within 24–48 business hours; reflection in your bank may take an additional 2–3 business days.
  • Cash on Delivery (COD): Refund initiated via bank transfer against billing details shared by you over email. Completed within 24–48 business hours of receiving your products and details, with 2–3 additional business days for reflection.
  • VRO Coupons: Hassle-free option of refund via VRO store credits, usable in future purchases.

4. Discount Vouchers & Loyalty Points

  • Discount vouchers are intended for one-time use only and will be marked as used, even if you cancel the order.
  • If you redeemed loyalty points, the same will be credited back to your account in case of cancellation.

Returns, Replacements and Refunds

1. How do I return an item purchased on VRO?

VRO offers an Easy Return Policy, wherein you can raise a return or exchange request within 5 days of delivery. Partial returns are allowed.

Steps to return:

  • Contact Customer Support via email at support@thevro.ai within 5 business days of delivery.
  • Share your Order ID, reason for return, and an image of the product and invoice.
  • Our courier partner will pick up the product(s) within 2–4 business days.
  • Refund or replacement will be processed once products are received in their original packaging with seals, labels, and barcodes intact.

2. Items not eligible for Return/Exchange

  • Product damaged due to misuse/overuse.
  • Returned without original packaging, price tags, labels, freebies, accessories.
  • Tampered serial number.
  • Used/altered products.
  • Requests raised after 5 business days of delivery.
  • Free products/gifts provided by the brand.

Categories not eligible:

  • Customized products (e.g. monogrammed, special edition).
  • Personal care appliances (due to hygiene reasons).

Note: For certain campaigns or sale events, special return/refund rules may apply (will be visible on the promotion banner).

3. Damaged, Defective or Wrong Product Received

If you receive a damaged/defective or wrong product:

  1. Contact Customer Support at support@thevro.ai within 5 business days.
  2. Share Order ID, issue details, and product images.
  3. We will arrange a pickup within 2–4 business days.
  4. Refund/replacement will be initiated once the product is received in original condition.
  • Replacement is subject to stock availability. If unavailable, refund will be issued.

4. Free Gift Returns

Free gifts included with a purchase must be returned along with the original product.

5. Partial Returns

Yes, returns can be initiated at the item level (single product from a multi-item order). However, any product being returned must include all its components and free gifts.

6. Refund Timeline for Returns

  • Credit/Debit Card / Net Banking: Refund within 24–48 business hours of verification; 2–3 additional business days for bank reflection.
  • COD Orders: Refund via bank transfer, processed within 24–48 business hours post verification; 2–3 additional business days for reflection.
  • VRO Coupons: Option for refund through store credits, usable for future purchases.