Return Policy | HillsHeaven

At HillsHeaven.com, we are committed to delivering high-quality products and ensuring a smooth shopping experience for all our customers.

1. Return Policy

We accept returns under the following conditions only:

You received a damaged item.
You received a wrong item.
You received an item with tampered or torn packaging.

To be eligible for a return:

You must raise a return request within 24 to 48 hours of delivery.
You must provide a complete unboxing video, recorded from the moment the parcel is opened, clearly showing the product condition and issue.
The product must be unused, in its original condition, and must include all original packaging, labels, and tags.

Note:
Return requests without a valid unboxing video or raised after 48 hours of delivery will not be accepted.

For all Cash on Delivery (COD) and Prepaid Orders, if the return reason is other than damage or wrong item, applicable return shipping charges will be deducted from your refund amount.

2. Refund Policy

A full refund will be processed only under the following circumstances:

You received a damaged or defective item.
You received a wrong item.
You received a product with tampered or torn packaging.

If the issue is verified as genuine, no processing or return fees will be charged.

Refunds will be processed as follows:

Prepaid Orders: Refunds will be issued to the original mode of payment used during checkout.
Cash on Delivery (COD) Orders: Refunds will be issued to your bank account after you provide valid account details.

Refund timelines:

Once the returned item is received and inspected at our warehouse, please allow 4–5 business days for the refund to reflect in your account.
Delays may occur during public holidays or due to bank processing times.

Note:
If the returned product’s packaging is found tampered, broken, or used, HillsHeaven.com reserves the right to reject the refund request.

3. Exchange Policy

You may request an exchange only if:

The product is defective, damaged, or wrong.
The exchange request is raised within 24–48 hours of delivery.
A valid unboxing video is provided.
The product is unused and in its original condition with all packaging and tags intact.

Exchange Process:

Contact our Customer Care team via email at info@hillsheaven.com or call us at +91 8218396250.
Our team will review your request and confirm eligibility.
The replacement item will be shipped after the returned item passes quality inspection.

Note:
Exchange requests without a proper unboxing video or after 48 hours will not be entertained.

4. Cancellation Policy

Orders can be cancelled only before they are dispatched from our warehouse (within 24 hours of placement in most cases).
Once an order is shipped, it cannot be cancelled.
No cancellation requests will be accepted after the product has been delivered.

To cancel an order:

Go to My Orders on your HillsHeaven.com account and select “Cancel Order”.
Alternatively, email us at info@hillsheaven.com or call us at +91 8218396250 with your order details.

Important:
If no communication is received within 24 hours of delivery, HillsHeaven.com will not be responsible for any discrepancies thereafter.

5. Return & Refund Charges

If the return reason is due to customer preference (e.g., changed mind, wrong selection, etc.) and not due to damage or wrong item delivered:

Return courier charges will be deducted from the refund amount.
In case of prepaid orders, refund will be made after deduction of applicable charges.

6. General Terms

HillsHeaven.com reserves the right to refuse service or cancel orders if fraud, abuse, or suspicious activity is detected.
All disputes are subject to Delhi (India) jurisdiction.
Our team values customer satisfaction and will resolve issues fairly and promptly.

7. Contact Us

For any queries, concerns, or assistance related to Returns, Refunds, Exchanges, or Cancellations, please contact:

📧 Email: info@hillsheaven.com
📞 Customer Support: +91 8218396250
🕒 Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM