Return & Cancellation

Cancellation Policy

Your order can only be cancelled if it is yet to be shipped. In such cases, the order will be cancelled and the refund shall be processed by us within 7 business working days after the cancellation request has been acknowledged and accepted. Orders once shipped cannot be cancelled.

To cancel, you can write to us on care@hoophello.com

*Hedso Health and Wellness Pvt. Ltd. reserves the right to cancel any order without pre-confirming at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.

Return & Refund Policy

The Company will accept return requests for delivered orders and initiate refunds on purchase of the product only under the following conditions:

• Wrong product delivered
• Expired product delivered
• Damaged product delivered
• Incomplete order 

Provided that there is adequate proof/evidence of the above claims by a customer to show that any such damage caused to a product or incomplete order is attributable to the Company/is due to actions or omission from the Company’s end.

Returns will not be accepted in cases of:

• Opened/used/seal broken/serial number tampered/altered products
• Original packaging (mono cartons, labels, etc.) missing
• The return/replacement request is generated after 2 days from the date of delivery

To return, you can:

• Write to our customer support team at care@hoophello.com
• Give us 7 working days to review your return request

Photos of the damaged/incorrect product should be sent within the stipulated time in order for us to accept the request. Once your request to return a product is approved, a pick up is organised for the item. Our courier partners will come to pick up the item within 7 business days after your return request has been received. In case the reverse pick-up service is not available at your location, you will need to self-ship the product via any reliable courier partner. 

This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.

In case of prepaid orders, money will be returned to the source of payment within 7 business working days. For Cash on Delivery orders, customers will be provided refund in the form of store credits usable site wide.

Please note that in the event of a request for replacement, meeting such request for replacement will depend upon the stock availability. Orders are also eligible for partial return provided they meet the required criteria for return as detailed above in this policy. 

We are working with high-speed logistics providers to offer the smoothest delivery service we can. Due to unforeseen circumstances, there can be issues that delay the process of shipping which can cause an indefinite delay. Our customer management team will contact you in such cases.