Refund policy

This Return, Exchange & Cancellation Policy (“Policy”) applies to all purchases made through Hayaloom (“Company”, “we”, “our”, or “us”). By placing an order, you (“Customer” or “you”) agree to the terms stated herein.


1. General Disclosure

1.1. All products undergo quality checks prior to dispatch.
1.2. The Company clearly discloses that returns are not accepted, except in cases expressly provided under this Policy.
1.3. Exchanges are permitted only under the conditions specified below.
1.4. This Policy is displayed on the website and made available to customers prior to purchase, as required under applicable law.

2. Policy Summary

  • Exchange Window: Within 2 (two) days from delivery

  • Eligible Cases:
    a) Incorrect item delivered
    b) Item damaged in transit
    c) One-time size exchange (subject to availability)

  • Change of Mind: Not permitted

  • Sale/Discounted Items: Final sale (no return or exchange)

  • Order Cancellation: Within 24 hours of order placement, if not processed or shipped

3. Exchange Eligibility

To qualify for an exchange, the Customer must ensure that the item:

a) Is unused, unwashed, and undamaged
b) Has original tags, labels, and packaging intact
c) Is reported within 2 days of delivery

The Company reserves the right to refuse exchanges that do not meet these criteria.

4. Procedure for Exchange Requests

4.1. Customers must email support@hayaloom.com within the exchange window.
4.2. The request must include:

  • Order number

  • Reason for exchange

  • Photographic or video evidence (mandatory for damaged/incorrect items)

4.3. The Company will acknowledge the request and communicate the resolution within a reasonable time.

5. Damaged, Defective, or Incorrect Products

In compliance with consumer protection obligations, the Company shall provide remedies for goods that are defective, damaged in transit, or incorrectly supplied.

5.1 Damaged in Transit

If the package is visibly damaged:

  • Customers should refuse delivery where feasible

  • Evidence must be documented

If approved:

  • Free pickup will be arranged

  • Replacement or refund will be provided

  • Refunds processed within 7–10 business days after inspection

5.2 Incorrect Item Delivered

If an incorrect product is delivered:

  • Notify within 2 days

  • Provide photographic proof

If verified:

  • Free pickup will be arranged

  • Replacement or full refund issued

6. Size Exchange

6.1. One-time size exchange is permitted per item, subject to stock availability.
6.2. One free pickup is provided per order.
6.3. If the requested size is unavailable:

  • Customer may select an alternative product of equal value

  • Monetary refunds are not provided for size unavailability

7. Sale & Promotional Items

7.1. Products purchased during sales or with discounts are final sale and not eligible for return or exchange.
7.2. Exception: Damaged, defective, or incorrect sale items remain eligible for remedies under Clause 5.

8. Order Cancellation

8.1. Orders may be cancelled within 24 hours of placement(If not fulfilled).
8.2. Cancellation is valid only if the order has not been processed or dispatched.
8.3. Once shipped, orders cannot be cancelled, modified, or refunded.

This clause is disclosed prior to purchase in compliance with e-commerce transparency requirements.

9. Late or Exceptional Requests

Requests raised after the 2-day window may be reviewed at the Company’s discretion. Approval is not guaranteed.

10. Customer Responsibilities

Customers must inspect delivered goods promptly and report issues within the prescribed timeframe to enable resolution.

11. Grievance Redressal (Required under E-Commerce Rules)

In accordance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020, customers may contact our grievance officer for complaints or concerns.

Grievance Contact:
📧 support@hayaloom.com
Response Time: Within 48 hours
Resolution Target: Within 30 days from the date of complaint