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FAQ's: Cancellations and Returns

Cancellations

+Can I cancel my order?
  • Yes, you can cancel your order within 24 hours of placing it except if:
    If the order has already been shipped, we won’t be able to cancel it.
    We try to process every order as soon as we receive it to expedite delivery time.
  • It's a custom made order and we have already initiated production on it with our vendor. We do not accept returns/cancellations on Custom Orders either unless they were not crafted as per details provided by you.
  • If the order has already been shipped but you still wish to cancel, it won't be possible for us to cancel the shipment en route. However, you may use the return procedure for the same. 
  • Cancellation for a Gift Card bought won't be possible.
      Each gift card has a unique redemption code which is visible only to the buyer. Even we don't have access to anyone's redemption code until they redeem or share it.
      The gift cards are sent as e-cards and hence the moment these are bought the code would become visible to the buyer. This disrupts the safety of the card.

    Hence, the non-cancellation policy on the same.

    • If you choose to avail a Gift Card for the refund amount of any order, the transaction charges are not required to be deducted as there is no charge required from us to the payment partner.

    We’re sure you understand that these conditions are only to promote responsible buying behaviour and Hey Zindagi Solutions Pvt Ltd does not earn any undue revenue from this.

    Returns

    +The product received has a
    manufacturing defect.

    We’ re sorry about that! and we genuinely apologize for the inconvenience it may have caused to you.

    Kindly intimate the same to our Customer Service Team/ Help Center within 3 days of delivery and we shall process a replacement for the same immediately. Please make sure the original packaging is available in good condition and the product does not have use marks or any other visible damage.

     

    We would require photographs before we process the replacement to ascertain the nature of the defect and the condition of the product.

     

    In some cases, such as electronics and electrical fixtures, you should ideally reach out to the customer care department of the brand for repairs and service support.

     

    + What about Shipping Charges for products
    returned/replaced due to manufacturing
    defects?

    We will get the product picked up by our courier partner and replaced and delivered to you for no extra cost. Please ensure the product is sent back in its original packaging (including the carton and protective layers) and not damaged further while shipping back.

    +The product is an intimate/personal use item,
    but I wish to return / replace it.

    We’re sorry but due to hygiene reasons, we would not be able to return or replace products of individual/intimate use irrespective of the reason. This is to safeguard user hygiene and for this reason, we do not offer easy returns or exchange on these products. Purchases in Music, Essential Oils and other consumables are also not returnable or exchangeable. Please check the return/exchange policy on the respective product page under the Options, Warranty & Returns section.

    The exception would be if there is an acceptable manufacturing defect, and the same has been noted and informed within 3 working days of delivery. You must still return the product in its original packaging with tags so that we may take it up with the manufacturer.

    +Can customized products be returned
    or replaced?

    Customized products cannot be returned since they are made to order as per your specifications. However, if the product varies in any parameter from the specification given by you, we would be happy to take it back and resend the same/new one to you with the correct specifications.

    Please note that hand-crafted products can vary in certain non-performance related parameters since they are made to order. We would request your best judgment while requesting a replacement due to specific reasons.

    +I bought a gift card and wish to return it.

    We're extremely sorry. This won't be possible.

    • Each gift card has a unique redemption code which is visible only to the buyer. Even we don't have access to anyone's redemption code until they redeem or share it.
    • The gift cards are sent as e-cards and hence the moment these are bought the code would become visible to the buyer. This disrupts the safety of the card.

    Hence, the non return policy on the same.

    +I don’t want the product for any other reason.

    The terms for return vary with every product. Kindly visit the product page to check the respective terms of returns - Options, Warranty and Returns section. In case the product page mentions that the product can be returned, the following conditions still apply –

    • The product should be unused and the packaging undamaged.
    • Before approving the return, the product pictures should be shared so that we can determine the condition of the product.
    • In any case, if the product / internal packaging is found damaged when received at our warehouse, the refund will not be processed. In this case, we shall offer an option to ask for the product to be sent back to you at an additional shipping cost.

    All approved refunds will be processed as per the heyzindagi.in Refund Policy.

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