CANCELLATION AND REFUND POLICY

At Hair Excellence ("Company", "we", "us", or "our"), we endeavor to provide the highest level of customer satisfaction and support. This Cancellation and Refund Policy set out the terms and conditions governing cancellation of orders, refund requests, and claims relating to defective or damaged products. By placing an order with Hair Excellence, the customer acknowledges and agrees to the terms contained herein.

1. ORDER CANCELLATION

1.1 Customers may request cancellation of an order immediately after placing the order and prior to the commencement of processing, packaging, dispatch, or shipment.

1.2 Cancellation requests shall be considered on a case-by-case basis and may be accepted solely at the discretion of the Company.

1.3 Once an order has been communicated to the Company's warehouse, merchant, vendor, logistics partner, or has entered the processing, packaging, or shipping stage, the cancellation request may not be entertained.

1.4 The Company reserves the right to refuse any cancellation request after the order has been dispatched or handed over to a courier or delivery partner for shipment.

2. NON-CANCELLABLE PRODUCTS

2.1 The Company may, from time to time, offer products which, due to their nature, hygiene considerations, perishability, customization, or other business requirements, may not be eligible for cancellation after confirmation of the order.

2.2 In such cases, cancellation requests shall not be accepted. However, customers may be eligible for replacement or refund in accordance with the applicable Return, Refund and Exchange Policy where it is established that the product delivered is defective, damaged, or materially different from the product ordered.

3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

3.1 In the event a customer receives a product that is damaged, defective, incomplete, or materially different from the description displayed on the Company's website, the customer shall promptly notify the Company's Customer Service Team.

3.2 Any such complaint must be reported within seven (7) days from the date of delivery of the product, together with all supporting evidence, including photographs, videos, unboxing recordings, or any other information reasonably requested by the Company.

3.3 Upon receipt of the complaint, the Company or its authorized merchant/vendor shall investigate and verify the claim. The Company reserves the right to inspect the product and seek additional information before determining the validity of the complaint.

3.4 Replacement, exchange, refund, or any other corrective action shall be subject to successful verification of the claim by the Company.

3.5 In the event the customer believes that the product delivered does not conform to the specifications, description, quality, or representation displayed on the website, the customer must notify the Customer Service Team within seven (7) days of receipt of the product. Upon review of the complaint and supporting evidence, the Company shall take such action as it deems appropriate under the circumstances.

4. PRODUCTS COVERED UNDER MANUFACTURER'S WARRANTY

4.1 Certain products may be accompanied by a manufacturer's warranty. In such cases, any defect, malfunction, or warranty-related claim shall be governed by the terms and conditions prescribed by the respective manufacturer.

4.2 Customers are advised to directly contact the concerned manufacturer or authorized service provider for warranty-related claims, repairs, replacements, or services.

4.3 Hair Excellence shall not be liable for the performance, fulfillment, or administration of any manufacturer's warranty unless otherwise expressly stated.

5. REFUND PROCESS

5.1 Any refund approved by Hair Excellence pursuant to this Policy or any other applicable policy shall be processed through the original mode of payment, wherever feasible.

5.2 In the case of Cash on Delivery (COD) orders, refunds shall be processed through electronic transfer to the bank account, UPI account, or other payment method provided by the customer.

5.3 Approved refunds are ordinarily processed within nine (9) to fifteen (15) working days from the date of approval. However, the actual credit of funds may vary depending upon banking institutions, payment gateways, card issuers, financial intermediaries, or other third-party service providers.

5.4 The Company shall not be held responsible for delays caused by banks, payment processors, or any third-party financial institutions beyond its reasonable control.

6. COMPANY'S RIGHTS

6.1 Hair Excellence reserves the right to reject any cancellation, replacement, exchange, or refund request that is found to be fraudulent, misleading, unsupported by evidence, contrary to this Policy, or otherwise not maintainable under applicable law.

6.2 The Company's decision regarding the acceptance or rejection of any cancellation, refund, replacement, or compensation claim shall be final and binding, subject to the rights available to consumers under applicable laws.

7. GOVERNING LAW AND JURISDICTION

This Cancellation and Refund Policy shall be governed by and construed in accordance with the laws of India. Any dispute, claim, controversy, or legal proceeding arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts situated in Delhi, India.