Refund & Cancellation Policy

Refund & Cancellation Policy

HeavenMist Cleaning Solutions Private Limited

Effective Date: [21-12-2025]

HeavenMist Cleaning Solutions Private Limited (“HeavenMist”, “we”, “our”, or “us”) believes in providing high-quality, eco-friendly cleaning products and a fair shopping experience. This Refund & Cancellation Policy is in accordance with the Consumer Protection (E-commerce) Rules, 2020.

1. Order Cancellation
a) Cancellation by Customer

Orders can be cancelled before they are dispatched from our warehouse.

Once an order has been shipped, it cannot be cancelled.

To cancel an order, please contact us at:
📧 [your support email]
📞 [your support number]

b) Cancellation by HeavenMist

We reserve the right to cancel an order in cases such as:

Product unavailability

Pricing or listing errors

Suspected fraudulent activity

Incorrect or incomplete customer information

In such cases, a full refund will be processed.

2. Returns & Refund Eligibility

Due to the nature of cleaning and hygiene products, returns are accepted only under the following conditions:

Product received is damaged, leaking, or defective

Incorrect product delivered

Package tampered with at the time of delivery

📌 Return requests must be raised within 48 hours of delivery with supporting photos or videos.

3. Non-Returnable Items

The following are not eligible for return or refund:

Opened or used products

Products damaged due to misuse or improper storage

Orders placed incorrectly by the customer

Products returned without original packaging

4. Refund Process

Once the return request is approved, the refund will be processed within 7–10 business days.

Refunds will be made to the original mode of payment.

Shipping charges (if any) are non-refundable, unless the error is from our side.

5. Replacement Policy

Eligible products may be replaced instead of refunded, at our discretion.

Replacement products will be dispatched within 7 business days after approval.

6. How to Raise a Refund or Return Request

Please email us at [support email] with:

Order ID

Reason for return

Clear images or videos of the issue

Our support team will review and respond within 2 business days.

7. Late or Missing Refunds

If you have not received your refund:

Check your bank account or payment app

Contact your payment provider

Reach out to us for assistance

8. Grievance Redressal

(As mandated under Consumer Protection (E-commerce) Rules, 2020)

Grievance Officer:
Name: [Insert Name]
Email: [Insert Email]
Phone: [Insert Phone]

All grievances will be acknowledged within 48 hours and resolved within one month.

9. Policy Changes

HeavenMist reserves the right to modify this policy at any time. Updates will be posted on this page with a revised effective date.