Cancellation & refunds
Refund & replacement policy.
Last updated 10 September 2026 · VELORA by KMATS™
Velora is a precision-machined, built-to-order hardware device flashed with specialized offline neural models. Because units are custom-allocated and flash memory cannot be un-received once dispatched, all sales and pre-orders are final.
| Operating Brand | VELORA by KMATS™ |
|---|---|
| Legal Entity Name | KMATS |
| Registered Location | Mumbai, Maharashtra - 400067, India |
| Official Website | https://kmats.in · https://velora.kmats.in |
| Claims & Support Email | krishankshah@kmats.in |
Refunds and replacements are strictly available ONLY if you receive a damaged or defective product upon delivery.
To protect KMATS against fraudulent claims, transit tampering, and package swap scams, a continuous, unedited unboxing video is strictly mandatory for any transit damage or Dead-on-Arrival (DOA) claim. Claims without a valid unboxing video cannot be processed under any circumstances.
1. Mandatory Unboxing Video Proof Requirement
Every customer must record a single, continuous, uncut video while opening the delivery package. To be valid for a refund or replacement claim, the video must clearly demonstrate the following in one take:
- Outer Packaging & Shipping Label: Show all sides of the sealed parcel before cutting the tape, clearly showing the intact shipping label with your Airway Bill (AWB) number and address.
- Uncut Opening Process: The package must be opened on camera without pauses, cuts, or off-frame handling.
- Inspection of Hardware: Show the internal Velora presentation box, tamper seal, and the physical drive, demonstrating the physical damage, broken connector, or initialization failure on screen.
Notice Window: Any damage or DOA claim with the unboxing video must be submitted via email within 48 hours of parcel delivery (as timestamped by the courier delivery confirmation).
2. Policy by Situation
| Scenario | Resolution |
|---|---|
| Product arrives physically damaged or dead (with mandatory unboxing video) | 100% Free Replacement or Full Refund. We will dispatch an expedited replacement unit immediately or issue a full refund via Razorpay within 5–7 working days. |
| Product arrives damaged but NO unboxing video is provided | Strictly Not Eligible. No refund or replacement will be entertained without continuous video proof of package opening. |
| Change of mind / Buyer's remorse after ordering | Not Eligible. Pre-orders and completed orders cannot be cancelled or refunded once reserved. |
| Host PC hardware is slower than expected | Not Eligible. Performance limitations are transparently documented on our hard truth page prior to purchase. |
| Late delivery beyond commitment (past 8 Nov 2026) | 100% Full Refund if we fail to dispatch your order by the committed date and you choose to cancel. |
| Manufacturing fault during 1-Year Warranty | Free Hardware Replacement under our 12-month standard warranty. |
3. How to Submit a Claim
If your parcel arrives damaged, follow these steps within 48 hours of delivery:
- Send an email to krishankshah@kmats.in from the email address used during checkout.
- Set the subject line as:
[Damage Claim] VLR-OrderNumber - Customer Name. - Attach the unboxing video file (or a link to Google Drive / Dropbox if the file exceeds email size limits) along with clear close-up photographs of the damaged area.
Our inspection team reviews all footage within 24 to 48 business hours. Once verified, your replacement order is initiated immediately or your refund is approved.
4. How the Money is Refunded
Approved refunds are credited directly to the original payment method (Credit/Debit Card, Net Banking, UPI) via Razorpay. We do not issue cash refunds or third-party bank transfers.
Once processed, the amount typically reflects in your bank account within 5 to 7 business days, subject to standard interbank settlement cycles. We will email you the Razorpay Refund Reference Number (ARN) so you can track it with your issuing bank.
5. Return Shipping Costs
For verified damaged or defective units, KMATS arranges and bears 100% of the return courier pickup charges. You will never be asked to pay shipping fees to replace a defective unit.
6. Grievance & Escalation
If you have any questions regarding a claim evaluation, write directly to our Grievance Officer:
Officer: Krishank Shah (Founder, KMATS)
Email: krishankshah@kmats.in
Registered Address: KMATS, Kandivali West, Mumbai, Maharashtra - 400067, India