Refund policy

Return & Refund Policy

Brand Name: Hoola Store
Company Name: Pediapulse Health Services Private Limited

At Hoola Store, your satisfaction is our top priority. We are committed to ensuring a smooth, transparent, and worry-free shopping experience. This policy explains when and how you can return, exchange, or cancel an order, and how refunds are processed. By placing an order with us, you agree to the terms set out below.

1. Return Window

Returns are accepted within 7 days of delivery, provided the product meets the eligibility conditions described below. Requests raised after this window may not be accepted.

2. Eligible Products

Returns are accepted only for non-consumable products that are unused and in their original condition — such as apparel, accessories, and other eligible non-consumable items, subject to the conditions in Section 4.

3. Non-Returnable Products

For hygiene, safety, and quality reasons, the following are not eligible for return:

  • Perishable, consumable, or ingestible products, including health foods, supplements, formula, wipes, and similar items.
  • Items that have been used, opened, or are not in their original, sealed packaging.
  • Products marked as non-returnable on the product page at the time of purchase.

4. Return Conditions

To qualify for a return, products must be:

  • Unused, unwashed, and undamaged.
  • Returned in their original packaging with all tags, seals, and accessories intact.
  • Accompanied by valid proof of purchase (Order ID).

Returns that do not meet these conditions may be rejected, and the item returned to the customer.

5. Exchange Policy

  • Exchanges are allowed within 10 days of delivery for eligible items, subject to stock availability.
  • Exchanges are applicable only for products that are defective, damaged, or incorrectly delivered.
  • If a replacement is unavailable, we may offer a refund or store credit at our discretion.

6. Return Process

To initiate a return, please follow these steps:

  1. Email us at product_support@hoolahealth.in with the following details:
    • Order ID
    • Product name
    • Reason for return
    • Clear photos of the product (if damaged, defective, or incorrect)
  2. Our team will review your request and respond within 24–48 hours.
  3. Once approved, a pickup will be scheduled through our delivery partner, and the return will be processed after inspection and a quality check.

Returns initiated without prior approval from our support team may be rejected.

7. Refunds

  • Refunds are issued within 2 business days after successful pickup and completion of the quality check.
  • Refunds are processed to the original payment method wherever applicable.
  • For Cash on Delivery (COD) orders, refunds will be processed via UPI or bank transfer to the account details provided by the customer.
  • The time taken for the refunded amount to reflect in your account may vary depending on your bank or payment provider.

8. Order Cancellations

  • Orders can be cancelled anytime before dispatch.
  • Once an order has been shipped, it cannot be cancelled. However, eligible items can still be returned after delivery in line with this policy.

9. Important Guidelines

  • Returns made without prior approval may be rejected.
  • Used, opened, washed, or incomplete items are not eligible for return or refund.
  • Repeated return requests without valid reasons may result in restrictions on your account.
  • We reserve the right to refuse a return or refund if the product does not meet the conditions of this policy or if misuse of the policy is suspected.

10. Need Help?

For any return, exchange, or refund-related queries, please contact our support team:

📧 product_support@hoolahealth.in

Support hours: 7 AM – 10 PM IST, Monday to Saturday