Refund policy

At HemAura, every product is printed on demand — made fresh just for you when you order. Because of this made-to-order nature, we follow specific guidelines for returns, replacements, and Cash on Delivery to ensure quality and fairness for everyone.

Replacement eligibility

We offer a free replacement if you receive:

• A damaged or defective product
• The wrong item, size, or design
• A product with a clear printing or manufacturing defect
• An item significantly different from what was shown on our website

Situations not eligible for return

Since each product is custom-made for you, we cannot accept returns for:

• Change of mind after the order is placed
• Incorrect size selected by the customer (please check our size chart before ordering)
• Minor variations in colour due to monitor display differences (within 10%)
• Slight differences in print position (within industry-standard tolerance)

How to request a replacement

To request a replacement, contact us within 48 hours of delivery with:

• Your order ID
• Clear photos of the issue (front and back of product)
• A short description of the problem

Email us at support@hemaura.in. We respond to all replacement requests within 48 hours.

Replacement timeline

• Approved replacements are processed within 2–3 business days
• Replacement delivery: 5–7 business days from dispatch
• You'll receive a tracking link as soon as your replacement ships

Refund policy

If a replacement isn't possible, or if you prefer a refund over a replacement, we'll process a full refund. Here's how it works:

• Refunds are issued to your original payment method
• Refund is credited within 7–10 business days of approval
• Shipping charges are refunded only for our errors (defects, wrong items)
• For prepaid orders, the full amount including taxes is refunded

Cash on Delivery (COD) policy

To keep COD available for everyone and prevent misuse:

• A flat COD handling fee of ₹50 is added at checkout (clearly shown before payment)
• All COD orders are confirmed via SMS or WhatsApp before processing
• Orders not confirmed within 24 hours may be automatically cancelled
• COD is available for orders up to ₹3,000 only — higher value orders require prepayment

Refused COD orders

If a COD order is refused at delivery without prior cancellation:

• The order is marked as undelivered in our system
• Future COD orders from the same address may be restricted
• Repeated refusals will require prepaid-only checkout for future orders
• The COD handling fee is non-refundable

Order cancellation

You can cancel your order anytime before it goes into production:

• Within 2 hours of placing the order — full cancellation, no charge
• After 2 hours but before dispatch — full refund minus 5% processing fee
• Once dispatched — order cannot be cancelled (replacement applies for valid issues)

Important guidelines

• Please ensure someone is available to receive COD orders during delivery hours
• Always check our size chart before ordering — sizing varies by product
• Keep packaging intact until you've inspected the product
• We reserve the right to cancel orders flagged for fraud, repeated COD refusals, or invalid contact details (with full refund for prepaid)