Heleey

At Heleey, operated by MSV BEAUTY SHOP PRIVATE LIMITED, we want you to be completely satisfied with your purchase. If you receive the wrong product, experience 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

A. 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.

B. 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.

• Footwear must not show 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, subject to applicable law.

C. How to Raise a Return Request

To initiate a return:

1. Contact Heleey Customer Support within the applicable return window.

2. Provide your Order ID and the reason for the return.

3. Our team will review your request and confirm eligibility.

4. Once approved, the return will be arranged according to the applicable process.

5. The returned product will undergo a quality check.

6. 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.

A. 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.

• Show no signs of wear or damage.

B. Exchange Window

Exchange requests must be raised within 48 hours of receiving the order.

C. If the Required Size Is Unavailable

If the requested size is unavailable, Heleey may offer an alternative resolution or a refund, subject to the applicable policy.

D. 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, defective, incorrect, or materially different product, or a product with a manufacturing issue, please contact Heleey Customer Support within 48 hours of delivery.

Please provide:

1. Clear photographs of the product.

2. Photographs of the product packaging and shipping label.

3. A clear unboxing video, wherever available.

4. Your Order ID and details of the issue.

An unboxing video may be requested to help verify claims involving damage, missing items, tampering, or incorrect products.

Our team will review the claim and determine an appropriate resolution. Depending on the issue and product availability, Heleey may arrange a replacement, exchange, or refund.

MSV BEAUTY SHOP PRIVATE LIMITED reserves the right to review claims and inspect products before determining an appropriate resolution, subject to applicable consumer protection laws.

4. Non-Returnable Products and Conditions

A return or exchange may not be accepted where:

• 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, subject to applicable law.

• The product was purchased under a promotion with clearly disclosed return or exchange exclusions, subject to applicable law.

• The applicable return or 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.

Nothing in this section limits any rights available to customers under applicable law.

5. Cancellation Policy

A. 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 cancellation is successfully processed before shipment, any applicable refund will be initiated after cancellation confirmation.

B. 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 this policy and applicable law.

C. Orders That May Be Cancelled by Heleey

MSV BEAUTY SHOP PRIVATE LIMITED may cancel an order where reasonably necessary, including in circumstances involving:

• A product being unavailable or out of stock.

• Incorrect or incomplete shipping information that prevents fulfilment.

• Suspected fraudulent or suspicious activity.

• Technical or system errors resulting in incorrect pricing or order information.

• Delivery being unavailable to the provided address.

• Other circumstances where fulfilment of the order is not reasonably possible.

If an order is cancelled by Heleey after payment has been received, the applicable refund will be initiated.

6. Refund Policy

A. 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 use another supported refund method.

B. Refund Processing

Once the returned product has been received 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.

C. Refunds for Promotional Orders

If an order was placed using a promotional discount or coupon:

• Promotional benefits may not be reissued after a return unless otherwise specified.

• 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 and where the return condition was disclosed.

All refund calculations and promotional conditions are subject to applicable law.

7. Shipping Policy

A. Order Processing and 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.

B. 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, or other circumstances beyond our reasonable control.

C. 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.

D. Order Tracking

Once your order has been shipped, tracking information will be shared through the contact details provided during checkout.

Customers can use the tracking information to follow their shipment's status.

E. 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, incorrect products, or tampered packages.

Claims may be subject to verification and quality inspection before a resolution is provided. The absence of an unboxing video will not automatically remove any rights available under applicable law.

9. Important Notes

• Submitting a return or exchange request does not automatically guarantee approval.

• Returned products may be subject to quality inspection.

• Products that do not meet the applicable return or exchange conditions may be rejected, subject to applicable law.

• Customers should retain the original packaging until they are satisfied with the product and the applicable return or exchange period has expired.

• MSV BEAUTY SHOP PRIVATE LIMITED reserves the right to update this policy from time to time. Updates will be published on the website and will be subject to applicable law.

10. Contact Us

For questions regarding cancellations, returns, exchanges, refunds, or shipping, please contact Heleey Customer Support.

Legal Entity: MSV BEAUTY SHOP PRIVATE LIMITED

Brand: Heleey

Customer Care: +91 92055 77451

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.