Return & Refund Policy

1. 7-Day Replacement Guarantee (Defective on Arrival)

If any retail hardware component (RAM, SSD, power supply, monitor, or peripheral) purchased from VEL SYSTEMS is defective upon arrival (DOA) or suffers dead-on-arrival failure within 7 calendar days of delivery, VEL SYSTEMS provides an expedited one-to-one replacement after initial bench testing.

2. General Returns & Unopened Products

Customers may request a return within 7 calendar days of receipt under the following conditions:

• The product must be entirely unused, in original factory-sealed packaging, with intact warranty security seals, barcodes, and included accessories.
• Returns of opened software, activated digital licenses, or opened consumable items (printer toners, ink bottles, thermal paste) are not accepted due to manufacturer licensing restrictions.
• A nominal restocking fee of 5% may apply to voluntary discretionary returns to cover card payment gateway processing fees and return logistics.

3. Custom PC Builds Policy

Custom-configured PC systems assembled specifically to customer specifications are tailored bespoke engineering products. As individual components undergo extensive 24-hour stability burn-in tests prior to delivery, cancellations or voluntary returns post-assembly are subject to component disassembly and testing charges. Any individual component found defective during initial operation is replaced immediately under warranty.

4. Service Repair Fees & Non-Refundable Diagnostic Charges

• Completed Repairs: If a chip-level motherboard repair or display replacement is completed and covered under our 90-day warranty, warranty rectifications are carried out at zero labor cost.
• Diagnostic Fees: If a customer declines repair authorization after receiving a detailed technical estimate, our nominal diagnostic fee (₹350 for laptops/desktops) covers technician time, micro-soldering bench testing, and ultrasonic cleaning, and is non-refundable.
• Irreparable Boards: If a board is deemed beyond physical repair (e.g. cracked multi-layer PCB internal traces), no repair charges are billed other than the basic diagnostic fee.

5. Refund Processing Timeline

Once a returned item is received at our Chengalpattu inspection facility and verified by our quality assurance team:

• Refunds are approved within 24 to 48 business hours.
• Credit card, debit card, or UPI refunds are initiated directly to the original payment source and reflect within 5 to 7 banking days as per standard banking protocol.
• Corporate NEFT/RTGS refunds are credited directly to the customer's verified corporate bank account.