Refund policy

Return and Refund Policy

Store: hellopepole.shop
Last Updated: 24 October 2026

At hellopepole.shop, your satisfaction matters to us. We want you to shop with confidence and feel supported if something isn’t right with your order.

This Return and Refund Policy explains when returns, exchanges, replacements, and refunds may be requested. Nothing in this policy limits any rights you may have under applicable consumer protection laws in India.

1. Return Eligibility

You may request a return if your item meets the following conditions:

  • Your return request is submitted within [5 DAYS] of receiving the product.

  • The product is unused, unworn, unwashed, and in its original condition, unless it arrived damaged, defective, incorrect, or otherwise does not conform to your order.

  • The original packaging, tags, accessories, manuals, and other included items are retained, where applicable.

  • You provide your order number and a brief reason for the return.

  • Proof of purchase or other reasonable order verification is available.

Some products may have additional eligibility requirements. These will be communicated on the relevant product page or at the time of purchase.

Important: Products that arrive damaged, defective, incorrect, or materially different from their description will be reviewed fairly. Their resolution will not be denied solely because they cannot meet the normal conditions for an unused return.

2. Return Request Timeframe

Please contact us within 3 DAYS of delivery to request a return, replacement, or refund.

To start a request, email hellopepole@gmail.com with:

  • Your order number

  • The product name

  • The reason for your request

  • Clear photos or videos, if relevant to the issue

Our team will review your request and respond within 10:00 am to 6:00 pm business days with the next steps.

Please wait for return instructions before sending an item back. Returns sent to an unapproved address may be delayed or may not be processed correctly.

3. How to Return a Product

Follow these steps:

  1. Contact us: Email hellopepole@gmail.com with your order details and reason for the return.

  2. Receive instructions: We will review your request and confirm whether it is eligible under this policy and applicable law.

  3. Pack the item: Securely pack the product and include the original packaging and accessories, where applicable.

  4. Ship or arrange collection: Follow the return shipping instructions we provide.

  5. Inspection and resolution: Once the returned item is received, we will inspect it where appropriate and notify you of the outcome.

We aim to make this process straightforward and will explain any applicable charges before you proceed.

4. Refund Process and Timing

Once your return is approved, we will initiate the applicable refund using the original payment method wherever possible.

  • Return review: Usually within 7 BUSINESS DAYS after the returned item reaches us, where inspection is required.

  • Refund initiation: Within 3 working days after approval.

  • Bank or payment provider processing: The time taken for the refund to appear in your account may depend on your bank, card issuer, UPI provider, payment gateway, or other payment service.

You will receive a confirmation when the refund has been initiated, where supported.

For Cash on Delivery (COD) orders, refunds may be issued through a bank transfer, UPI, or another mutually agreed method. We may request the necessary payment details to complete the refund securely.

Unless otherwise required by law or agreed with you, the refund will cover the eligible amount paid for the returned product. Shipping charges, COD fees, discounts, and other charges will be handled according to the circumstances of the return and applicable law.

If your refund has not arrived within the expected timeframe, contact us at hellopepole@gmail.com with your order number.

5. Exchanges and Replacements

We want you to receive a product that works for you.

Exchanges may be available for eligible items, subject to stock availability and product-specific conditions.

Depending on the situation, we may offer:

  • An exchange for a different size, colour, or eligible variant

  • A replacement for a damaged, defective, or incorrect product

  • A refund if an exchange or replacement is unavailable or otherwise appropriate

To request an exchange, contact hellopepole@gmail.com within 2 DAYS of delivery and include your order number and preferred replacement option.

If the requested item is unavailable, we will explain the available alternatives. Any price difference, additional delivery charge, or refund due will be communicated before the exchange is confirmed.

6. Damaged, Defective, Incorrect, or Missing Products

We’re sorry if your order arrives with a problem. Please contact us so we can help resolve it.

Notify us at hellopepole@gmail.com within 2 DAYS of delivery, or as soon as reasonably possible after discovering the issue.

Please include:

  • Your order number

  • A description of the problem

  • Clear photos or videos of the product and, where relevant, its packaging and shipping label

We may request additional information when reasonably necessary to assess the issue.

After reviewing your request, we may offer an appropriate resolution, such as:

  • A replacement at no additional product cost

  • A refund for the affected item

  • A return with shipping arrangements made by us

  • Another reasonable solution agreed with you

Where the issue is confirmed to be our responsibility, we will cover reasonable return shipping costs or arrange collection, as appropriate. We will not require you to bear return costs for an eligible damaged, defective, or incorrect item where applicable law requires otherwise.

Please retain the item and its packaging until we advise you on the next steps.

7. Non-Returnable Items

For hygiene, safety, personalisation, or other legitimate reasons, certain items may not be eligible for a change-of-mind return. These may include, where applicable and clearly identified before purchase:

  • Personal-care or hygiene products that have been opened or used

  • Products made to your specifications or personalised for you

  • Perishable goods or items with a limited usable life

  • Sealed products that cannot reasonably be returned for health or hygiene reasons once unsealed

  • Digital products or downloadable items, where applicable

  • Gift cards, where permitted by law

  • Items explicitly marked as non-returnable on their product page before purchase

These exclusions do not remove any rights you may have if a product is defective, damaged, incorrect, misdescribed, or otherwise covered by applicable law. Any restriction will be applied only where legally permitted.

Please check the product page before ordering if you are unsure whether an item is eligible for return.

8. Return Shipping Costs

Return shipping costs depend on the reason for the return.

If the product is damaged, defective, incorrect, or the issue is attributable to us: We will arrange or cover reasonable return shipping costs, as appropriate and in accordance with applicable law.

If you are returning an eligible product for a change of mind: Return shipping will be paid by [CUSTOMER / HELLOPEPOLE.SHOP], as specified here and communicated before the return is arranged.

If an exchange is requested for preference, size, or colour: Shipping costs will be 99/-.

We will explain any applicable charges before you send the product back. Original shipping charges and any COD fees will be treated in accordance with the circumstances of the return and applicable law.

Please do not send a return using a cash-on-delivery shipping service unless we have expressly approved it.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at hellopepole@gmail.com with your order number.

Cancellation may be possible before dispatch. Once an order has been shipped, it may need to be handled under this Return and Refund Policy instead.

If a cancellation is approved, any refund due will be processed within 5 working DAYS , subject to payment provider processing times and applicable law.

Nothing in this section affects any cancellation or refund rights available to you under applicable law.

10. Return Requests We Cannot Approve

If a return does not meet the published eligibility criteria, we will explain the reason for our decision.

Where appropriate, we may offer an alternative resolution. If a return is declined and the product is to be sent back to you, we will explain any applicable shipping arrangements or costs before proceeding.

We will not use this section to exclude remedies required by applicable law.

11. Contact Us

Have a question about a return, exchange, or refund? We’re here to help.

Store: hellopepole.shop
Website: https://hellopepole.shop
Email: [EMAIL ADDRESS]
Business Address: Ahmedabad, India 
Support Hours: Monday to Saturday at 10:00 am to 6:00 pm

Please include your order number in your message so we can help you more efficiently.

Thank you for shopping with hellopepole.shop. We appreciate your trust and will do our best to make your experience fair, clear, and hassle-free.

hellopepole.shop — Better Choices. Happier Days.