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Returns and Refunds


1. Eligibility for Returns

We strive to deliver products of the highest quality. However, if you are not satisfied with your purchase, you may be eligible for a return under the following conditions:

  • Timeframe:
    • Returns must be initiated within 7 days of receiving the product.
    • After 7 days, returns will not be accepted.
  • Eligible Conditions:
    • Damaged or defective products.
    • Incorrect items delivered.
    • Expired products.
    • Products with missing items or accessories.
  • Non-Returnable Items:
    • Opened or used products.
    • Products without original packaging or missing labels.
    • Products marked as non-returnable on the website.
    • Free gifts, promotional items, or sample products.


2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us:
    1. Reach out to our customer support team at:
      1. Phone: +91 9008718102
      2. Email: support@thehwcompany.com
    3. Provide your order number, invoice, and images of the product showing the issue (if applicable).
  3. Review & Approval:
    1. Our team will review your request within 48 hours.
    2. If approved, you will receive a Return Authorization Code (RAC) and detailed return instructions.
  5. Packing & Shipping:
    1. Securely pack the product in its original packaging with all labels, accessories, and invoices intact.
    2. Return it via the designated courier service.
    3. We will arrange for pickup if applicable or provide a return address.


3. Refund Process

Once we receive and inspect the returned product, the refund will be processed as follows:

  • Refund Approval:
    • Upon successful verification of the returned product, the refund will be approved.
    • Refund processing time: 7-10 business days.
  • Refund Method:
    • Prepaid Orders: Refunds will be credited to the original payment method (credit/debit card, UPI, or wallet).
    • COD Orders: Refunds will be issued through NEFT/IMPS to the bank account shared by the customer.
  • Partial Refunds:
    • In some cases, partial refunds may be granted (e.g., if the product is partially used or damaged by the customer).


4. Conditions for Refund Denial

Refunds will not be processed if:

  • The product is returned without the original packaging or invoice.
  • The product is damaged due to misuse, improper handling, or customer negligence.
  • The return request is raised beyond the 7-day window.
  • The product is tampered with, opened, or used.


5. Exchange Policy

If you receive a defective or incorrect product, you can request an exchange instead of a refund.

  • Exchange Eligibility:
    • Exchanges are valid for the same product only.
    • If the product is out of stock, a refund will be processed.
  • Exchange Timelines:
    • Processing Time: 3-5 business days.
    • Delivery Time: 5-7 business days (subject to location).


6. Order Cancellations

  • Before Dispatch:
    • You can cancel your order within 24 hours of purchase.
    • Refunds will be processed within 5-7 business days.
  • After Dispatch:
    • Cancellations are not allowed once the order is shipped.
    • You can request a return after delivery.


7. Important Guidelines

  • Inspection on Delivery:
    • We recommend inspecting the product at the time of delivery.
    • If you notice any damage or tampering, refuse the delivery and inform us immediately.
  • Packaging Guidelines:
    • When returning products, ensure they are securely packed to avoid damage during transit.
    • Include the original invoice and order details.


8. Customer Support

For any assistance regarding returns, refunds, or exchanges, please reach out to us at:

  • Customer Support Hours: Monday to Saturday, 10 AM – 6 PM