Refund & Cancellation Policy

Last updated: 14 October 2026

This Refund & Cancellation Policy applies to all orders placed on our official website for products sold under the brand Hem Lifestyle by Hem Lifestyle Corporation (“we”, “us”, “our”). Please read it carefully before placing an order.

1. About leather products

Our products are made from real leather. Natural marks, grain variations, wrinkles and slight differences in colour or texture are characteristics of genuine leather and are not defects. Product colours may also look slightly different on different screens.

2. Cancellation by customer

• Ready-stock orders: can be cancelled before dispatch by calling or WhatsApp-ing +91 9897198570 or emailing [email protected] with your order number. Prepaid orders cancelled before dispatch are refunded in full.
• Custom Design orders: can be cancelled within 24 hours of order confirmation, before production starts, for a full refund. Once production has started, the order cannot be cancelled.
• Once an order has been dispatched, it cannot be cancelled. Eligible ready-stock products may be returned after delivery as per Section 4.

3. Cancellation by us

We may cancel an order, fully or partly, if the product is out of stock, the PIN code is not serviceable, there is a pricing or listing error, the order cannot be confirmed, or the order appears fraudulent or in breach of our Terms & Conditions. In such cases, any amount paid is refunded in full to the original payment method.

4. Returns and exchanges (ready-stock products)

• Return or exchange requests must be raised within 7 days of delivery.
• The product must be unused, unworn and in original condition, with all tags, dust bag, packaging, accessories and invoice.
• Exchanges are available for a different size or colour of the same product, subject to stock. If the requested option is unavailable, a refund will be issued instead.

5. Items not eligible for return

• Custom Design and made-to-order products, including items with personalised size, colour, design, stitching, monogram or name — unless defective, damaged or not as per the confirmed design.
• Products that have been used, worn, washed, scratched, stained, altered or damaged after delivery.
• Products returned without original tags, dust bag, packaging or invoice.
• Products marked as “non-returnable” or “final sale” on the product page.
• Return requests raised after 7 days of delivery.

6. How to request a return or exchange

1. Email [email protected] or WhatsApp +91 9897198570 with your order number, the reason for return/exchange and clear photos of the product.
2. Once approved, we arrange a reverse pickup where available. If reverse pickup is not available at your PIN code, we share the return address and you can self-ship the product.
3. After the product reaches us, it goes through a quality check within 2–3 working days.
4. On passing the quality check, we process your exchange or refund. If the product fails the quality check, it is sent back to you and no refund is issued.

7. Refunds

• Prepaid orders (UPI, cards, net banking, wallets via Cashfree Payments): refunded to the original payment method within 5–7 working days of approval.
• Cash on Delivery orders: refunded by bank transfer or UPI to the account details you share with us, within 5–7 working days of approval.
• Shipping charges and COD handling fees are non-refundable, except where the product is defective, damaged or wrong.
• For customer-initiated returns, a reverse pickup fee may be deducted if applicable; this is informed before the pickup is scheduled.
• Any coupon discount applied on the order is adjusted proportionately in the refund. Used coupons are not reissued.
• After we initiate the refund, banks may take a few additional working days to credit the amount.

8. Defective, damaged or wrong product

If you receive a defective, damaged or wrong product, or a Custom Design product that does not match the confirmed design, inform us within 48 hours of delivery with photos and an unboxing video. After verification, we will repair, replace or remake the product, or issue a full refund including shipping and COD charges, at no extra cost to you.

9. Failed payments

If money is debited from your account but the order is not confirmed, the amount is usually auto-reversed by your bank or payment provider. If not, please contact us — we will refund it within 5–7 working days after verification.

10. Contact

Hem Lifestyle Corporation
Choudhary Market, Larambda, Moujis Road, Agra – 283105, Uttar Pradesh, India
Phone: +91 9897198570
WhatsApp: Chat with us
Email: [email protected]