Refund policy

Returns, Exchanges, Shipping, Cancellations & Refunds Policy

Platform: www.hence.co.in (“Website” / “HENCE”)

1. Returns
Return Window: You may initiate a return request via hence.co.in within 7 days from the date of delivery.
Eligibility Criteria: To be eligible for a return, the product must be: Unworn, unwashed, and undamaged. In its original packaging with all brand tags, barcodes, and labels intact. Accompanied by original invoice or proof of purchase.
Non-Returnable Items: Items purchased under clearance sales, flash
sales, or Buy 1 Get 1 ("BOGO") promotional offers.

Return Abuse &; Fees: HENCE strives to keep returns seamless. However, accounts exhibiting excessive return rates or policy abuse may be subject to a nominal reverse-logistics fee deducted from the final refund.

Pincode Non-Serviceability (Self-Shipping): If reverse pickup is unavailable in your pincode:

You will be requested to ship the package via a reputable courier service (e.g., India Post Speed Post, Delhivery, DTDC) to the HENCE fulfillment address provided by our support team.

Upon receipt and verification of the shipping receipt, HENCE will reimburse courier costs up to ₹120.

2. Exchanges

Scope of Exchange: Exchanges are permitted solely for size alterations of the same style/SKU, subject to stock availability, within 7 days from the date of delivery.

We do not offer direct exchanges for a different colour, design, or product category. If you prefer another item, initiate a return and refund and place a fresh order.

Dispatch Timeline: The replacement unit will be processed and dispatched only after the original product is picked up and successfully passes our warehouse quality inspection (typically within 2 to 4 business days of arrival at our facility).

3. Shipping & Delivery Charges

Prepaid Orders: Free delivery on orders above ₹999; flat ₹99 shipping fee on orders below ₹999

Cash on Delivery (COD) Fee: Orders placed via Cash on Delivery may attract a non-refundable handling/convenience fee of ₹50, clearly displayed at checkout.

All shipping charges are non-refundable once the order has been
dispatched.

4. Order Cancellations

Cancellation Window: Orders can be cancelled directly through your account dashboard on hence.co.in within 1 hour of placement, or untilthe order moves into the packing/dispatch stage, whichever is earlier.

5. Refunds & Inspection

Mode of Refund:

Prepaid Orders (Cards, Net Banking, UPI, Wallets): Approved refunds will be reversed to the original payment source.

Cash on Delivery (COD) Orders: Refunds will be credited via NEFT / UPI bank transfer (upon the customer providing valid bank account details).

Timeline: Approved refunds are initiated within 5 to 7 business days following successful delivery of the returned item to our warehouse and physical quality verification. Final credit reflect times depend on your financial institution (typically 2 to 4 additional banking days).

Disputed / Failed Inspections: If an item returned fails quality assessment (e.g., shows signs of wear, washing, makeup/perfume stains, or missing tags), HENCE reserves the right to reject the refund and return the item to the customer at their expense.

6. Customer Care Support
For any questions, tracking issues, or return assistance:

Email: support@hence.co.in

Operational Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST