Refunds & Return Policy
PLEASE NOTE: ORDERS ONCE PLACED ARE FINAL AND CANNOT BE CANCELLED.
In case of wrong order placed, the cancellation can only be done within 20 minutes of the order being placed. The cancellation fee for such orders is as follows-
-20% of order value for orders above ₹1500
-₹300 for orders below ₹1500
If the customer wishes to change the content products of the order, that can be done by getting in touch with us. In such a case, the customer can pay the difference (if any) and get the edited order delivered.
Please read our Product Color Disclaimer here.
IMPORTANT: PLEASE SHOOT UNBOXING VIDEOS OF YOUR PARCELS.
ANY CLAIM FOR A MISSING PRODUCT WILL NOT BE CONSIDERED UNLESS YOU HAVE A COMPLETE UNBOXING VIDEO FROM REMOVING THE PLASTIC PACKAGING. THE VIDEO SHOULD BE UNEDITED AND THERE SHOULD BE NO CUTS.
- If your package was marked as delivered and you have not received the package, contact us within 24 hours of the order being marked as delivered.
Order Marked as Delivered – Claim Policy
If an order is marked as “Delivered” by the courier company but has not been received, the customer must notify us within 24 hours of the delivery status update.
Claims raised after 24 hours cannot be investigated as courier companies do not provide proof of delivery or accept disputes beyond this timeframe.
Please note:
- Once an order is shipped, customers receive tracking details via email to monitor shipment progress.
- Deliveries are usually completed through OTP verification or recipient confirmation.
- If the delivery executive attempts to contact the customer and the call is not answered, or if the OTP is shared with another person at the address, the delivery will be considered successfully completed.
In such cases, Hairlove India cannot be held responsible for orders marked as delivered by the courier partner but reported missing later.
We strongly recommend checking the delivery status regularly and reporting any discrepancies within 24 hours so we can assist in coordinating with the courier company.
Delivery companies are not able to provide delivery proof after the 24-hour window of time, which restricts any help that we can offer from our end.
Non-Delivery Claims
If a customer reports that an order has not been delivered but the courier company marks it as delivered, we will contact the courier partner and request Proof of Delivery (POD) where applicable (for deliveries not completed via OTP verification). We will extend our full support in coordinating with the courier company to investigate the matter.
If the courier partner provides Proof of Delivery (POD) confirming successful delivery, or if the delivery has been completed with OTP verification, the shipment will be considered successfully delivered as per the courier partner’s records.
If a customer disputes an OTP-verified delivery or refuses to accept the Proof of Delivery (POD) provided by the courier company, Hairlove will not be liable for the shipment once it has been handed over to the courier partner and marked as delivered according to the courier’s records.
Customers may choose to raise the concern directly with the courier company in such situations.
If a customer prefers, they may also arrange their own courier service for order pickup and delivery. In such cases, Hairlove will not be responsible for any delay, loss, damage, or non-delivery once the order has been handed over to the courier arranged by the customer.
In such cases, Hairlove India cannot be held responsible for orders marked as delivered by the courier partner but reported missing later.
However, we may try to assist to the best of our ability as a goodwill gesture, though refunds or reshipments cannot be expected once the courier marks the order as delivered.
We do not offer refunds/returns for any purchase made on the website. We exchange the product for any other product from the website for the same value only if it is a genuine error from our end or if it is a defective product which needs to be informed within 16 hours from delivery.
For any exchanges for products (if eligible as per mentioned in this section) purchased from our website, our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can’t offer you an exchange.
Any products purchased during a sale/offer will not be exchanged/returned under any circumstances.
We initiate a return pick-up from our side only if we have sent you the wrong product.
Once we get a confirmation from your end regarding the exchange, we will initiate a return pick-up from our side. Our delivery partner will send an executive to pick up the order from your side. Please ensure that the box has a slip inside that mentions the order number and other details for ease of exchange. Please ensure that the box is in a good condition and sealed properly. Please note that return pick-up facility is not available at all times and not available for all pincodes.
Once we receive the package, we shall make the necessary changes/adjustments and send it back to you.
If the reason is the selection of the wrong size of the product (bonnet/scrunchie) while ordering from your end, we would request you to send the package back to us after contacting us. Shipping for such exchanges is INR 150. APPROVAL OF SUCH EXCHANGES ARE SUBJECT TO OUR DISCRETION ONLY. (T & C Applied)
If the customer doesn’t want to immediately exchange for another product, for such requests, coupon worth the amount paid for purchase minus ₹200 will be issued to the customer as the convenience charges. This will be done after the product is shipped by the customer and is received & checked by our end.
In case of wrong customization measurement from customer end for products such as pillow covers, elasticase, plasticase; exchanges will NOT be done other than standard size covers (20 inches by 26 inches mentioned on the product page)
If by any chance you are not able to ship and request us to generate a return pick-up for such an item, you will be charged INR 250.00 for the same. Please note that return pick-up facility is not available at all times and not available for all pin codes.
If a parcel remains undelivered due to reasons such as the customer not answering delivery calls, providing an incorrect address or phone number, or refusing to accept the package, and is returned to us due to customer-side negligence, a re-shipping fee of ₹150 will be applicable to dispatch the order again.
If a shipment remains undelivered due to customer unavailability, unreachable phone (switched off/not answered), or incorrect contact or address details, the order will be returned to us by the delivery partner. In such cases, customers may opt for re-shipping by paying an additional ₹150 shipping fee. Alternatively, if the order is cancelled after dispatch, a deduction of ₹300 will be applied as cancellation-after-dispatch charges, and the remaining amount will be refunded. Once an order is dispatched, it is the customer’s responsibility to stay reachable and coordinate with the delivery partner for successful delivery.
Our team will assist you with the required corrections to help ensure successful delivery.
Once the parcel is dispatched, it is the customer’s responsibility to answer delivery calls and share the OTP to complete the delivery.
For Such Orders, The cancellation fee that will be charged if the customer doesn’t want us to ship it back and wants a refund is as follows
For non-sale orders
-20% of order value for orders above ₹1500
-₹300 for orders below ₹1500
Refund & Return Policy for Sale Orders
- For sale orders above ₹1500 (after discount), 50% of the amount paid will be refunded if the parcel is not shipped or delivered.
- For sale orders below ₹1500, no refund will be provided if the parcel is not shipped or delivered.
- For customised products such as pillow covers and sleeping kits, no refund will be provided, irrespective of the order value.
- If a sale order is returned to us due to reasons such as the customer not answering calls, wrong or incomplete address/pincode, or any other customer-related issue, a ₹250 reshipping charge will apply to send the parcel again.
- If the customer chooses to cancel the order after it is returned to us, no refund will be issued in such cases.
Partial COD Policy:
In case of partial COD orders, if the customer refuses to accept the delivery, the advance payment of ₹466 will be treated as a cancellation fee and will not be refunded.
This amount includes:
- Shipping fee: ₹118
- COD fee: ₹99
- Advance payment: ₹249
Undelivered Parcels Due to Courier Partner
If a parcel is not delivered due to an error or delay caused by the courier partner, it will not be considered our liability, and no refund will be issued for such cases. Undelivered shipments are automatically returned to our warehouse (Return to Origin).
Once we receive the parcel back, we will reship it at no additional cost if the customer has been in active communication with us and the non-delivery was solely due to the courier partner’s mistake. If the customer has not been in active communication because of wrong phone number or any other issues, The courier will be shipped at additional cost, which will be paid by the customer. In such cases, also, there will be no refund provided.
INTERNATIONAL RETURNS
We do not offer merchandise exchanges on orders shipped internationally. In the unlikely event that any merchandise you have ordered from us is not received in good condition, is damaged or defective, or if merchandise delivered is different from what you had expected, please reach out to us at customersupport@hairloveindia.com within 2 hours of receiving the order.
The site can also be accessed from the Facebook and Instagram pages and orders can also be placed from there as well as the page is integrated with the Website.
The products can also be found other website such as Amazon
Fraudulent Claims & Abuse Policy
Hairlove reserves the right to refuse service, cancel orders, or deny support in cases where a claim appears to be fraudulent, abusive, or inconsistent with the delivery records provided by the courier partner.
If an order is marked as successfully delivered by the courier partner through OTP verification or Proof of Delivery (POD), Hairlove will consider the order fulfilled and will not be liable for replacement, refund, or compensation.
Any attempt to misuse refund policies, raise false non-delivery claims, or pressure the brand for compensation despite valid delivery confirmation may result in:
- Refusal of future orders
- Cancellation of pending orders
- Restriction of service to the customer
Hairlove reserves the right to take appropriate action to protect the business from fraudulent transactions or policy abuse.
