1. The short version
| Situation | What you can do |
|---|---|
| Order placed, not yet dispatched | Cancel it yourself in the app, free of charge, for any reason |
| Order dispatched or out for delivery | Cannot be cancelled — refuse the delivery, or return it after it arrives |
| Order delivered | Raise a return within 7 days of delivery, if the item is eligible |
| Item damaged, defective or wrong | Raise a return with photos within 7 days — we cover the cost |
| Paid online | Refunded automatically to the same payment method, 5–7 working days |
| Paid cash on delivery | Refunded to a bank account you give us, 7–10 working days |
2. Cancelling an order
You can cancel an order yourself, at no cost and without giving a reason, for as long as it has not been dispatched — that is, while its status is Pending or Confirmed.
- Open the app and go to Profile → My Orders.
- Tap the order you want to cancel.
- Tap Cancel order and pick a reason.
- The order moves to Cancelled straight away and the stock is released.
Once it ships, the cancel button is gone
After an order moves to Shipped it is with the courier and can no longer be cancelled in the app. You can refuse the parcel at the door, or accept it and raise a return — see section 4.
Partial cancellation. Where an order contains items from more than one vendor, cancelling may apply to the whole checkout rather than a single line. If you want to keep part of an order, raise a support ticket rather than cancelling — we will handle it manually.
Unpaid online orders. If you choose to pay online and the payment is not completed within the checkout window, the order is cancelled automatically and the reserved stock is released. Nothing is charged.
3. When we cancel an order
We may cancel an order — and will always tell you why — if the item is out of stock, the listing carried a clear pricing or description error, the address cannot be serviced, the payment fails or is reversed, or the order shows signs of fraud or policy abuse. Any amount already paid is refunded in full.
4. Returns
Eligible items can be returned within 7 days of delivery. The window is counted from the moment the order is marked delivered, and closes automatically once it expires.
An item is eligible for return if:
- it is unused, unwashed and unaltered, with no stains, odour or damage;
- all original tags, labels and packaging are still attached and intact;
- every free gift, accessory or add-on that shipped with it is returned too;
- it is not on the non-returnable list below.
These are the grounds you can select when raising a return:
- Defective — the item is faulty or damaged.
- Wrong item — you received something other than what you ordered.
- Not as described — the item materially differs from its listing.
- Changed mind — including size or fit issues.
- Other — describe it, and attach photos if relevant.
5. What cannot be returned
- Innerwear, lingerie, socks and other intimate apparel, for hygiene reasons.
- Items marked non-returnable or final sale on the product page.
- Customised, altered or made-to-order pieces.
- Gift cards and promotional credit.
- Items returned without tags, or in a used, washed or damaged condition.
- Items where the 7-day window has already closed.
Whether an item is returnable is stated on its product page before you buy. Please check it if returnability matters to you.
6. How to raise a return
- Go to Profile → My Orders and open the delivered order.
- Tap Return.
- Select a reason from the list.
- Add a short description — what is wrong, and what you expected.
- Attach photographs. For a defective, damaged, wrong or not-as-described item this is effectively required: photos are what let us approve the return quickly instead of asking you for more information.
- Submit. The request status is visible on the order itself.
Keep the packaging until the return is settled
Returns are collected in the original packaging wherever possible, and the outer packaging is often the evidence that decides a damaged-in-transit claim.
7. How a return is decided
Your request goes to the vendor who sold the item. They review it and either approve or reject it, normally within 2 working days. If you disagree with a rejection, you can dispute it, and the HeStylz team reviews the case and makes the final decision.
| Outcome | What happens |
|---|---|
| Approved | A pickup is arranged, or you are sent return instructions. Once the item is received and checked, the refund is released. |
| Rejected | You are told why. You can dispute it and have HeStylz review the decision. |
| Disputed | HeStylz reviews the evidence from both sides and issues a final, binding decision. |
Who bears the return cost. Where the fault lies with the seller — defective, damaged, wrong or materially misdescribed items — the return is free to you. Where the return is a change of mind, a return fee may be deducted from your refund; the amount is shown before you confirm the request.
8. Refunds
- Cancelled before dispatch, paid online — the refund is triggered automatically as soon as the order is cancelled. No request needed.
- Cancelled before dispatch, cash on delivery — nothing was charged, so there is nothing to refund.
- Approved return — the refund is released once the returned item has been received and inspected.
- Refund destination — money always goes back the way it came. An online payment is refunded to the original card, UPI handle, netbanking account or wallet. It cannot be redirected to a different instrument.
- Cash on delivery orders — refunded by bank transfer. We will ask you for the account holder name, account number and IFSC.
- Coupons and wallet credit — the promotional portion of a payment is returned as promotional credit, subject to the original expiry. The money portion is returned as money.
- Delivery charges — refunded where the fault was ours or the vendor's. On a change-of-mind return, the delivery charge already incurred is not refunded.
9. Refund timelines
| Payment method | Refund goes to | Typical time after approval |
|---|---|---|
| UPI | Source UPI handle / linked bank account | 5–7 working days |
| Credit / debit card | Same card | 5–7 working days |
| Netbanking | Same bank account | 5–7 working days |
| Wallet | Same wallet | 5–7 working days |
| Cash on delivery | Bank account you provide | 7–10 working days |
| HeStylz wallet credit | Your HeStylz wallet | Immediate |
We release a refund as soon as it is approved. After that, how long it takes to appear in your account is up to your bank or payment provider — that final leg is outside our control. If the money has not arrived after the window above, send us the order number and we will share the refund reference so your bank can trace it.
10. Exchanges
We do not process direct exchanges. To get a different size or colour, return the item you have and place a fresh order for the one you want — this is faster, and it avoids the item you want selling out while an exchange is in transit.
11. Damaged, defective or wrong items
If a parcel arrives visibly damaged, tampered with or opened, do not accept it — refuse it at the door and tell us. If you discover the problem after opening:
- Photograph the item, the damage and the outer packaging, including any shipping label.
- Raise a return within 7 days and attach those photographs.
- Do not use, wash or alter the item — that can invalidate the claim.
Verified damage, defect or wrong-item claims are refunded in full, including delivery charges, at no cost to you.
12. Policy abuse
This policy is written to be generous to genuine shoppers. Where an account shows a pattern of abuse — serial unjustified returns, returning worn or substituted items, repeatedly refusing cash-on-delivery parcels, or manipulating coupons across duplicate accounts — we may refuse further returns, withdraw cash on delivery, or suspend the account under the Terms of Use.
13. Still stuck?
Raise a ticket at Profile → Help & Support with your order number, or email gmb.hestylz@gmail.com. If you are not satisfied with the outcome, escalate to our grievance officer — see the contact page.