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Frequently Asked Questions

Returns & Repalcements
  • What is V2 Retail Ltd's 30-day Return Policy?

    V2 Retail Ltd gives you the option to replace and/or return the products bought on V2Kart within 30 days of the receipt of the order.
     You can return/replace the product if you have concern :

    • With the fitting of the product
    • Or if you receive a damaged product

    All items to be returned or replaced must be unused and in their original condition with all original tags and packaging intact.

    Exceptions to the Return Policy:
    Products such as Lingerie, innerwear, washed products, products sold as combos, opened electronic products are not eligible for return.

    For more details refer to our return policy:
    View Return Policy

  • How long will it take me to receive the refund after I cancel the order?

    We take anywhere between 7-15 days to complete your refund request. For all pre-paid orders, the refund amount will be credited to the same account from where payment was made. For all Cash on Delivery orders, NEFT transfer to your bank account will be done.

  • I paid cash on delivery, how would I get the refund?

    If you chose to pay Cash on Delivery, the refund will be credited in form of  NEFT transfer to your bank account.

    Kindly send below mentioned account details to alongwith

    1. Order ID
    2. Registered Mobile Number/E-mail

    For a NEFT transfer we would require the following account details:

    1. Bank Name
    2. Account Holder Name
    3. Bank Account Number
    4. Branch Address
    5. IFSC Code
  • Do I have to return the free gift received along with the product while returning the product?

    If the product bought on V2 Retail Ltd comes with a free gift, you will have to return it along with the product you have raised return request for.

  • Is it possible to get an NEFT refund if I paid through Credit/Debit card or Netbanking?

    We are sorry, but the refund amount will be credited to the same account from where the payment was made. However, you can opt for an NEFT transfer to your bank account if your mode of payment was Cash on Delivery.

  • Do I need to pay the courier company to send my product back? Will I get the money back?

    Once you have raised a return/replace request on V2Kart, we will arrange for a reverse-pickup of your product. The delivery charges for your return/replace will be borne by us.   In case the facility of reverse-pickup is not available at your location, you will be required to ship the product to us. The shipping charges borne by you for the return/replace will be refunded back to you to your provided bank details . We will reimburse upto Rs100 as shipping charges.                                                                

  • Will there be any deductions over the transaction value in case of refunds?

    In case of refund you will receive just the product cost. The service cost such as courier charges/COD charges will not be refunded.

Orders & Cancellations
  • How do I place a cancellation request on V2 Retail Ltd?

    If you wish to cancel your order, please follow these steps:
    1. Create a cancellation request online.
    2. Please click on the Cancel button against your order in the MY ORDERS section in My Account.
    Cancellation requests can be raised at any time before the shipping of the order. Once the order is cancelled, we will refund any prepaid amount as per our Return Policy.


    1. Give call at our customer care number and ask for order cancellation
    2. Let the customer care person know your order number
    3. Customer care person will do the needful and your order will be cancelled

  • How do I place a replacement request on V2 Retail Ltd?

    If you want to replace a product on V2 Retail Ltd, please follow these steps:
    1. Create a replacement request online. You can replace the product bought on V2 Retail Ltd within 30-days of delivery.
    2. Login to your V2Kart Account and go to MY ORDERS section.
    3. Select the item you wish to replace and click on the Return/Replace button against the order.
    4. Once the replacement request is created, we will ensure that the replacement is processed as soon as possible.


    1. Give call at our customer care number and register replacement request
    2. Let the customer care person know your order number
    3. Customer care person will do the needful and your replacement request will be processed
    4. You need to fill the replacement form completely and put it with product
    5. You can dispatch your order at below address after completion of process
    V2 Retail Ltd, Khasra No21/2, 22 Mubarikpur Villege, Farruakh Nagar, Dist Gurgaon , Haryana
    6. After quality check approval as per terms & conditions your product will be replaced or refund will be initiated.

  • Why was my order cancelled?

    We regret the inconvenience caused due to order cancellation. Your order may have been cancelled due to any of the following reasons:

    • If product is out of stock or is discontinued
    • Inaccuracies or errors in pricing information

    We will inform you about the cancellation of your order and share details if partial order is cancelled or whole.  We will contact you if any additional information is required to accept your order.

  • What do I do if I receive wrong product?

    We take utmost care to ensure customer satisfaction. Unfortunately, if you receive a wrong product please raise a replacement request or get in touch with us. You will also have the option to choose refund for the product.

  • What do I do if I receive physically damaged product?

    Delivery is usually safe, but, if you receive a damaged product you can return/replace it. To avoid any hassle, go through the following steps:

    1.  On delivery, check if the product is packed properly, is factory sealed and there is no physical damage to the carton.
    2.  If you are concerned, don't open the product yourself. Call the V2Kart customer care for further assistance.
  • I bought a product but it does not fit my size. Can I get it replaced?

    You can get the size exchanged within 60 days of the receipt of your order. Report your concern by filling the Contact Us form. We will get back to you and replace the product with the right size.

  • I have requested a replacement, when will I receive it?

    Once you have raised a replacement request, our team will investigate and initiate the replacement process. You will receive an e-mail/sms advising you on the estimated delivery date. Based on customer location, delivery span varies.

  • Is there any product not eligible for replacement/return?

    All items which can be resold are always eligible for return. The following items are not eligible for return/replacement:

    • Items that have been worn/washed/soiled
    • Innerwear, lingerie cannot be returned on account of hygiene
    • Products which were sold as combos/sets, are not eligible for return/replacement as individual items

    Seal open branded electronic items cannot be returned in case of not being happy with the product as they can’t be resold.

    In case of branded electronic items, brands’ return, repair and replacement policy will apply.

  • What if I choose to have my order replaced and the product is sold out?

    Replacement can be initiated only if the product is in stock. Unfortunately if the product is out of stock then refund is initiated after your confirmation.

Shipping & Delivery
  • I have placed my order. What next?

    Sit back and relax! Once your order is confirmed, we will share the order id and tracking details via E-mail/SMS. You can then TRACK ORDER by logging into your V2Kart Account’s MY ORDERS section.

  • Will I be informed once my order is processed?

    Once your order is confirmed and processed, you will receive a shipment notification via E-mail/SMS advising you on the estimated date of delivery. You can also TRACK ORDER online. Please note tracking information may not be available for all carriers.

  • How do I check the status of my order?

    Visit the MY ORDERS page in your My Account and click on TRACK ORDER to get real time status of your order.

  • Why have I not received my order yet?

    Due to unforeseen circumstances, it is possible that your order might get delayed. We will send you an E-mail/SMS  informing you about the delay along with the new expected delivery date. Visit the MY ORDERS page in your account and click on TRACK ORDER to get real time status of your order.

  • What is the difference between shipping and delivery?

    Shipping refers to packing and dispatching of your order. While placing an order, you will find a shipping timeline on the products displayed on the website (e.g. dispatched within 5 days). This refers to the number of working days it will take to dispatch the product from our end. The delivery may take 1-3 days depending on the address specified for the order.

  • Do I have to pay any shipping and delivery charges?

    Shipping and Delivery charges are particular to a product and have been mentioned on each product page. The charges will vary depending on your location. For many products on V2Kart, the shipping and delivery is provided free of cost.

  • Which courier company will deliver my order? Is it possible to choose my preferred delivery partner?

    For a smooth delivery of your orders, we have tied up with a number of trustworthy delivery partners. Once your order is dispatched, you will be informed about the shipping details via E-mail/SMS. Unfortunately, we do not offer the option to choose your preferred delivery partner. However, we will inform you when such services are rolled out in future.

  • What should I do if I find my package opened or tampered with upon delivery?

    V2Kart believes in making your shopping experience perfect. However, if you receive an open or a tampered package, please do not accept it. Report this concern by clicking on Return/Replace option in your MY ORDERS page within the TrustPay period. We will look at it immediately and get back to you.

  • How can I find out if V2Kart delivers to my location?

    You can find out if V2 Retail Ltd delivers to your location by using the courier serviceability tool located on the right side of the product on all product pages. V2Kart keeps updating the list of serviceable Pin Codes. So, if delivery option is not available right now, please come back to see if this has changed.

  • The status on the tracking website shows delivery was attempted but I was not there. Is it possible to get the delivery now?

    The courier companies usually make more than one attempt to deliver your order. In case you do not receive your order, please get in touch with us.

Multiple Coupons
  • I don't remember my password. Help!

    Don't worry. Here's what you need to do:
    1. Click My Account on the top right of the website page to access the login window.
    2. Click the Forgot your password link available on the bottom right of the login window.
    3. Enter your e-mail ID in the displayed field.
    We will send you a link in your e-mail.
    4. You can reset your password instantly by clicking the link.

  • I am concerned about the privacy of my personal information I have shared with V2Kart.

    We understand that you value your privacy, and we respect it. V2Kart maintains complete confidentiality and privacy of the data that you share with us. Please go through our privacy policy in case you need more details.

  • Is it necessary for me to sign up before I buy anything on V2Kart?

    Not at all. You just need to enter a valid e-mail id before making a purchase. And choose the option of 'Continue without password'.

  • Are there any perks of signing up on V2Kart?

    Yes. There are definitely a few advantages of signing up:
    You will have quicker and smoother transactions
    Your past shipping addresses will be saved so that you don't have to enter them all over again in your next visit.
    You can track the history of every order with their details in your account & many more.
    Thinking signing up is complicated? All you need to do is be ready with your e-mail ID!

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