Return & Refund Policy

Returns, Refunds, Cancellations and Exchanges
What We Will Do Together:
Step 1 –
Raise a return/ replacement request within 7 days from the date of delivery, if you’ve received wrong or
expired product(s).
Please raise a request here with order and contact details –
https://hlreem.com/contact-us
You can also raise a request with us using the Chat/e-mail option.
In case of damaged/ missing product(s), raise a return/ replacement request within 2 days from the date
of delivery.
Step 2 – Give us 2 working days to review your return request.
Step 3 – After reviewing your return request, we will send our courier partner to pick up the products
delivered to you.
Step 4 – In case our reverse pick up service is not available at your location, you will need to self-ship the
product via any reliable courier partner. We will reimburse the courier charges, either in your hlreem
Wallet or to your bank account.
Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or
refund accordingly. Please note that replacement will depend upon the stock availability.
Under what conditions can I return/ replace my product?
Wrong product delivered
Expired product delivered
Damaged product delivered – Physical damage/ tampered product or packaging
Incomplete order – missing products
Under what conditions return/ replacement requests will not be accepted?
Opened/ used/ altered products.
Original packaging (mono cartons, labels, etc.) missing.
The return/ replacement request is generated after 7 days from the date of delivery.
The damaged/ missing product is reported after 2 days from the date of delivery.
How are returns processed?
Once you request to return a product, a pick up is organised for the item. Our courier partners will
come to pick up the item within 5-7 business days after your return request has been received. This
item is then brought back to our warehouse where it is checked by our quality control team. Once the
product passes the quality control, a refund is initiated.
Can I cancel my order?
You can cancel order from CANCEL button from order details page under My account section. You just
need to give reason for cancellation, and leave rest on us.
OR
Please chat or email us on care@hlreem.com (Mon – Fri – 9 am to 6 pm), and we will help you in
cancelling the order.
**hlreem reserves the right to cancel any order without pre-confirming the customer at any time and
may verify any order before shipping the same to the customer that may include having a verbal or
written confirmation from the customer.

Note – Orders can be only cancelled till the status is “Ready to Ship”.
How will I receive the refund for my cancelled or returned product?
In case of prepaid orders, money will be returned to the bank account/ credit/debit card or where the
payment was made from within 7 business working days. For Cash on Delivery orders customers will
be required to provide bank details where they would like to receive the refund or in hlreem wallet.
How long does it take to receive a refund for a cancelled order or returned product?
We will process your refund within 7 business days incase of cancellation of an order.In case of
returns, we will refund the money after the product has been received by our warehouse and post
completion of quality check. Please note, this entire process takes 2 weeks after the return has been
picked up.
Can I return part of my order?
Yes. You can return any products that are eligible for returns within 7 days of delivery.