Return, Exchange, Refund, Cancellation & Shipping Policy
At Heleey, we want you to be completely satisfied with your purchase. If you have received the wrong product, have an issue with your order, or need a different size, we are here to help.
Please read the following policy carefully before placing your order.
1. Return Policy
1.1 Return Window
Return requests must be raised within 48 hours of receiving your order.
Returns will be accepted only for products that meet the eligibility conditions mentioned below.
1.2 Return Eligibility
To be eligible for a return:
- The product must be unused and unworn.
- The product must not have been washed, altered, repaired, or damaged.
- The product must be returned in its original packaging.
- All original tags, labels, accessories, and packaging must be intact.
- The footwear must not show any signs of use, including scratches, dirt, creases, sole marks, or wear.
- The product must be in a condition suitable for resale.
- Products purchased under specific promotions or marked "Non-Returnable" on the product page may not be eligible for return.
1.3 How to Raise a Return Request
To initiate a return:
- Contact Heleey Customer Support within the applicable return window.
- Provide your Order ID and the reason for the return.
- Our team will review the request and confirm whether the product is eligible.
- Once approved, the return will be arranged as per the applicable process.
- The returned product will undergo a quality check.
- Once the return is approved after inspection, the applicable refund will be processed.
2. Exchange Policy
We offer exchanges for eligible footwear products, subject to availability.
2.1 Size Exchange
Customers may request an exchange for the same product in a different size, subject to stock availability.
The product being exchanged must:
- Be unused and unworn.
- Be in its original condition.
- Have all original tags and packaging intact.
- Not show any signs of wear or damage.
2.2 Exchange Window
Exchange requests must be raised within 48 hours of receiving the order.
2.3 If the Required Size Is Unavailable
If the requested size is unavailable, Heleey may offer:
- An alternative resolution.
- A refund, subject to the applicable policy.
2.4 Product Change
Exchange for a completely different product is not applicable, unless specifically approved by Heleey.
3. Damaged, Defective or Wrong Product
If you receive:
- A damaged product
- A defective product
- A wrong product
- A product with a manufacturing issue
- A product that is different from what was ordered
Please contact Heleey Customer Support within 48 hours of delivery.
Customers are requested to provide:
- Clear photographs of the product.
- Photographs showing the product packaging and shipping label.
- A clear unboxing video, wherever available.
- The Order ID and details of the issue.
An unboxing video may be required to validate claims relating to damage, missing items, tampering, or incorrect products.
Our team will review the claim and determine the appropriate resolution.
Depending on the nature of the issue and product availability, Heleey may arrange a replacement, exchange, or refund.
Heleey reserves the right to determine whether a product qualifies as damaged or defective after inspection.
4. Non-Returnable Products & Conditions
A return or exchange may not be accepted if:
- The footwear has been worn or used.
- The product shows dirt, stains, scratches, sole marks, creasing, or other signs of use.
- The product has been altered, repaired, or modified.
- Original tags or packaging are missing or damaged.
- The product is returned without its original accessories.
- The product has been damaged after delivery due to misuse or improper handling.
- The product is specifically marked "Non-Returnable" on the product page.
- The product was purchased under a promotion where returns or exchanges are excluded.
- The Return & Exchange window has expired.
For footwear, customers are advised to try the product indoors on a clean surface to check the fit before wearing it outside.
5. Cancellation Policy
5.1 Cancellation Before Dispatch
You may request cancellation of your order if it has not yet been shipped.
To request cancellation, contact Heleey Customer Support with your Order ID.
If the cancellation is successfully processed before shipment, the applicable refund will be initiated after cancellation confirmation.
5.2 Cancellation After Shipment
Once an order has been shipped, cancellation may not be possible.
If the order has already been dispatched, the customer may need to receive the product and raise a return request in accordance with the Return Policy.
5.3 Orders That May Be Cancelled by Heleey
Heleey reserves the right to cancel an order in circumstances including:
- Product being unavailable or out of stock.
- Incorrect or incomplete shipping information.
- Suspected fraudulent or suspicious activity.
- Technical or system errors resulting in incorrect pricing or order information.
- Delivery being unavailable to the provided address due to external circumstances.
- Any other circumstances where fulfilment of the order is not reasonably possible.
If an order is cancelled by Heleey and payment has already been made, the applicable refund will be initiated.
6. Refund Policy
6.1 Refund Method
Approved refunds will generally be processed to the original payment method used to place the order.
For Cash on Delivery orders, the customer may be required to provide valid bank account details or another supported refund method.
6.2 Refund Processing
Once the returned product reaches us and successfully passes the applicable quality check, the refund will be initiated.
Refunds are generally initiated within 5–7 business days after the returned product has been received and successfully inspected. The time taken for the amount to reflect in the customer's account may vary depending on the payment method and banking partner.
6.3 Refund for Promotional Orders
If an order was placed using a promotional discount or coupon:
- The promotional benefit may not be reissued after a return.
- The refund amount will be calculated based on the applicable order value and promotion terms.
- Promotional gifts or free products may need to be returned along with the original order where applicable.
7. Shipping Policy
7.1 Order Processing & Dispatch
Orders are generally processed and dispatched within 1–3 business days after successful order confirmation.
During sale periods, promotions, holidays, or periods of unusually high order volumes, dispatch may take longer.
7.2 Delivery Timeline
After dispatch, delivery generally takes approximately 3–5 business days, depending on the delivery location and courier service.
Delivery timelines are estimates and may vary due to:
- Weather conditions
- Public holidays
- Logistics disruptions
- Remote delivery locations
- Courier delays
- Incorrect or incomplete address information
- Other circumstances beyond Heleey's control
7.3 Shipping Charges
- Free shipping on orders above ₹499.
- A shipping charge of ₹50 may apply to orders below the applicable threshold.
Any applicable shipping charge will be displayed at checkout before the order is placed.
7.4 Order Tracking
Once your order has been shipped, you will receive tracking information through the contact details provided during checkout.
You can use the tracking information to follow your shipment's status.
7.5 Multiple Shipments
If an order contains multiple products, Heleey may dispatch the products separately depending on inventory availability and fulfilment location.
8. Delivery Issues
If your package appears damaged, tampered with, or incomplete at the time of delivery, please contact Heleey Customer Support as soon as possible.
Customers are advised to record an unboxing video when opening their package, particularly for claims involving:
- Damaged products
- Missing products
- Wrong products
- Tampered packages
Claims may be subject to verification and quality inspection before a resolution is provided.
9. Important Notes
- Submitting a return or exchange request does not automatically guarantee approval.
- All returned products are subject to quality inspection.
- Products that do not meet the return or exchange conditions may be rejected.
- Customers should retain the original packaging until they are satisfied with the product and the applicable return or exchange period has expired.
- Heleey reserves the right to modify or update this policy at any time.
10. Contact Us
For questions regarding cancellations, returns, exchanges, refunds, or shipping, please contact Heleey Customer Support.
Customer Care: +91 9870109851
Email: info.heleey@gmail.com
Customer Care Hours: 10:00 AM to 06:00 PM
We will be happy to assist you with your order.