Refund policy

Returns and Exchanges

We have a 72 hour exchange policy, which means you have 3 days after receiving your item to request an exchange. We do not offer refunds. To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

For domestic orders only, No returns/exchanges for international orders.

To start an exchange, you can contact us at prumya31@gmail.com, or you can place a return request from the orders page in your account.

  • We do not offer refunds. Instead, we provide store credit in the form of a coupon code.
  • The coupon code will be valid for 6 months from the date of issuance.
  • The return window is open for 72 hours from the time of delivery.
  • Return requests may take 24-48 hours to approve.
  • After approval, a pickup will be arranged, with a charge of ₹250 (covering forward and return shipping charges) deducted from the product amount.
  • Once we receive the product (within 7-10 working days) and it passes the quality check, a coupon code for the remaining balance will be issued within 24-48 hours to the provided email ID.
  • The goods must be in the same condition as when they were shipped. We will not accept any products that have been used or altered (e.g., brushed, combed, picked, cut, or washed).
  • Store credit issued is valid for one-time use only. No return/exchange will be applicable on orders placed using store credit.
You can always contact us for any return question 

During Sale 

  • There will be no returns or exchanges valid on any of the items purchased on sale.
  • No cancellations or changes will be done once the items are purchased under sale.
  • No previous orders placed after the announcement will be canceled to avail the benefits of the sale.
Note:
  • Customized orders, including those with even minor alterations, are not eligible for returns or exchanges.
  • To be eligible for an exchange or return, the product tag must remain intact. We cannot approve any requests if the tag is broken.
  • The goods must be in the same condition as when they were shipped. We will not accept products that have been used or altered (e.g., brushed, combed, picked, cut, or washed).
  • If you receive a damaged or incorrect product, an unboxing video is mandatory. Our team may request additional pictures or videos. No amount will be deducted, and the product will be exchanged at no cost to you.

Exception: If the product arrives with a broken or damaged clip, you can use the alternate clip provided with every product. In this case, we will provide two extra clips shipped to you, and the product will not be exchanged.
Please email the opening video within 24 hours to initiate this  process.

Cancellation Policy:

  • We accept modifications in the order or shipping address if mentioned within 24 hours of placing the order, only if emailed on prumya31@gmail.com. However, we cannot promise a modification in the order as our order processing starts once the order is received.
  • Cancellations are accepted within 24 hours only but a store credit is issued when cancelled, not a refund. If there is a sale that's announced, No cancellations will be made to avail the benefit. We can process the store credit after the sale ends.
  • For partial Cash on Delivery orders, the advance payment will not be refunded if the order is canceled or if you refuse to accept the delivery.

FAQ's:

1. Can I return an item that was on sale?
Unfortunately, we do not accept returns/exchange on any sale or discounted items.
2. Do I have to pay for the return?
Yes, the return charges for exchange must be borne by the customer, which are Rs. 250.
3. Will there be any deductions for returns?
Yes, a pickup fee of Rs. 250 will be deducted from the total amount you paid. The remaining amount will be credited to you in the form of store credit.
4. How long does it take to approve my return?
Once your return is initiated, it will be processed and approved within 24 to 48 hours after passing a quality check.
5. Is there a requirement to provide a video when returning a product?

Yes, in case of claiming any damages, a video of you opening the product may be required. Please ensure you have this ready if requested by Hairbyprumya team.

6. Are there any exceptions where returns or exchanges are not allowed?

Yes, exchanges are not allowed for items purchased on sale or if the product tag is broken.

7. How do I know if my package qualifies for a return?
We do not accept returns. We accept exchanges within 72 hours of delivery if the following conditions are met: The goods must be in the same condition as when they were shipped. We will not accept any products that have been used or altered (brushed, combed, picked, cut, or washed).

8. Will I get a refund?
We only issue store credits, which is a coupon code you can use at our store for future purchases. We do not provide refunds.

9. What about EMI payments?
The policy is the same for EMI payments. Store credit will be issued for the entire amount of the order (after deducting Rs. 250) and not just the EMI amount paid.

10. When will I receive the store credit?

Once we receive the product (within 7-10 working days) and it passes the quality check, a coupon code for the remaining balance will be issued within 24-48 hours to the provided email ID.

11. How do I process an exchange?
To start an exchange, you can contact us at prumya31@gmail.com, or you can place a return request from the orders page in your account so we can arrange an exchange.

12. If the quantity I received is not the same as the quantity I ordered from The Shell Hair, what should I do?
If you received the wrong quantity, please send a video of the unboxing to our email at prumya31@gmail.com and provide details about the missing quantity or product. We will ensure that you receive the items that were not included in your delivered order.

13. What if I forgot to take a video of the product while opening it?
If you forgot to provide us with the video, we will not be able to process a return or exchange for the product in case of any damage claims.

14. Will I receive a refund if I cancel my order?
No, if you cancel your order within 24 hours, you will receive store credit, not a refund. For partial Cash on Delivery orders, the advance payment will not be refunded if the order is canceled or if you refuse to accept the delivery.

15. Can I cancel my order after placing it?
Yes, cancellations are accepted within 24 hours of placing the order. However, instead of a refund, a store credit will be issued.

16. Can I modify my order or shipping address after placing the order?
We accept modifications to the order or shipping address if requested within 24 hours of placing the order, but this must be done via email to prumya31@gmail.com or WhatsApp us at +917011980476. Please note that we cannot guarantee modifications, as order processing starts immediately once the order is received.

17. I paid INR 90 for shipping, will I get a refund for it?
No, the shipping charge of ₹90 borne during purchase (for orders below ₹1000) is not liable for a refund under any circumstance.

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