Return & Exchange Policy

MyHemis.com is a Website/ Application which provides an online marketplace (“Website/ Application”) where registered suppliers (“Suppliers”/ “Resellers”/ “Retailers”/ “Service Provider”) can offer to sell their products & Services to registered users of the Website/ Application (“Resellers”/ “End Users”). The Website/ Application and the website at https://myhemis.com (“Website”) (collectively, the “Platform”) are operated by Heftig Digital Services Private Limited. The Company’s role is limited to the managing Website/ Application and associated marketing, payment collections, order management, enquiry management and other incidental services to enable the transactions between the Suppliers, Resellers, Retailers, Service Provider and the Customer (“Business”, “Resellers”, “End Users”). The users of this marketplace can use it both on Mobile, Tabs, PC’s, Desktop and Laptops.

By installing, downloading or even merely visiting or accessing any part of the Website/ Application or utilizing the Services and accessing the Website, users, including without limitation users who are browsers, Suppliers, Resellers, Service Providers, merchants, or contributors of content (collectively, “User”) agree to be bound by the Terms of Use (“Terms”) contained herein and by other policies of the Company (“Policies”) as posted on the Website/ Application or Website from time to time. References to the User in these Terms must be construed in the context in which the term is used. For instance, a User placing an order should be read as the Suppliers, Resellers, Retailers, Service Provider and the Customer (“Business”, “Resellers”, “End Users”) placing an order.

Being End User/ Customer, while delivery it is highly recommended and advised to check the expiry dates, quality and the quantity of all products. It is the sole responsibility of the End User/ Customer to verify the quality and the quantity of the ordered products/items while delivery of the product. Once the delivery is done by the Delivery executive (Part of Seller, Merchant and/or Supplier & Service Provider Entity), before sharing the pass code to the Delivery executive, it is the duty/ responsibility of the End User/customer to verify and validate the quality and the quantity of all the ordered products. If End User/customer didn’t find the product/item as required or what was mentioned by the seller over the website/ application or in case the product/item found in pampered/damaged/tempered/hampered condition (excluding the services), can deny for the acceptance of that particular product and thereby, it is then the responsibility of the delivery executive to uncheck/ cancel the delivery item/ product from the ordered list and which will then triggers the system to flag that particular item as cancelled and so the refund for that particular product/ item will then be initiated in next 7 working days from the date of denial of Delivery and/or cancellation.

After the delivery of the product/ items and services, it the duty and the sole responsibility of the End User/ Customer to provide the pass code to the delivery executive/ service executive so as to complete the order status and thereby changing the status of the order to delivered order. Further, in any case, even after the delivery of the ordered items/ products and the Services, if the End User/ Customer doesn’t provide the pass code to the delivery executive/ service executive, may lead to the initiation of legal action against the End User/ Customer and that dispute will remain between End User/ Customer and the Seller/ Service Provider and myhemis.com don’t have to do anything with that dispute as this is the composite duty/responsibility of the End User/ Customer (to provide the pass code after successful delivery of the product and/ or services) and the Seller/ Supplier/ Service Provider including delivery executive/ service executive to get the pass code from the End User/ Customer (after successfully delivery the product and/or services).

By providing pass code to the Seller/Merchant/Supplier and/or Service Provider, End User/ Customer is accepting all the Terms & Conditions and policies mentioned at myhemis.com .

Further, once the product or item is delivered, it is now the responsibility of the End User/ Customer to do the detailed check of the delivered product/ item (Strictly excluding services). In case the End User/ Customer wants to raise a replacement of delivered item/ product, can raise the same with the mandatory condition of with no wear and tear and/ or without any damage to the product/ item along with no hamper even to the actual packaging of the item/ product. Further, in case if a Product/ item contains different parts in it, then all those parts must also be in their original state/ condition with no wear/ tear and/ or with no damage/ hampering of those. There will always we a stipulated time period corresponding to every category item/ products, to raise a replacement/ exchange and/ or to raise a return of the items/ products. If the End User/ Customer successfully raises the replacement/ return within that stipulated time period, then only a replacement/ return will be accepted depending on the condition of the product/ item for which the replacement/ return is raised. Further, if in case of any item/ product which comes with warranty, it is the sole responsibility and the duty of the End User/ Customer to reach the service center of the product/item to confirm if the item/product is actually working or not as required or as claimed by the brand. In case the service center says that the product/ item is working properly and or found that the product/ item is damaged by the End User/ Customer, then the replacement and/ or return will not be accepted. In case the Authorised service center (by the product/ item brand and/or parent firm) confirms and ensures the manufacturing defect in the product/ item along with the duly signed and stamped on the letter head by the signing authority of the said Authorised Service Center and if the packaging of the delivered product/ item is not hampered/ damaged, the return can then be accepted by the Seller/Merchant/Supplier after doing the satisfactory check of the defected product/ item. This is now the sole responsibility of the Seller/ Merchant/ Supplier to check all the parameters before it accepts the replacement/ return of the item/product.

In case the Product/ item brand and/or Parent Firm don’t have any Authorised Service Center, in such a situation, it is  now a total discretion of the Seller/Merchant and/or Supplier to accept or to reject the replacement/ return request. Further, if the product/ item is delivered already with hampered/ damaged condition, it the sole responsibility and duty of the End User/ Customer to create a video starting from the Delivery till unpackaging the item and until first use of the product, strictly with no alteration/change in video. While, raising the replacement/ return, the End User/ Customer has to provide the recorded video to the provided email id and which will then be checked by the Seller/ Merchant/ Supplier before it can accept or rejects the replacement/ return request by the End User/ Customer.

In case, while delivery if the End User/ Customer found the damaged/ hampered packaging/ packing or any wear and tear of the product/ item, it can deny for the acceptance and/or the delivery of the said product and thereby, it’s then the responsibility of the End User/ Customer to confirm with the Delivery executive for the cancellation of that specific ordered item/ product from the list and after the delivery boy has confirmed the cancellation of the said ordered product/ item, a new invoice will then be generated and hence a refund will then be raised within next 7 working days to the End User/ Customer.

It is advisable, after end to end check only of the ordered product/ item, the End User/ Customer has to share the pass code with the Delivery executive.

Further, the timeline for raising the replacement/ return from the time of successful delivery of the ordered product/item, is provided below in annexure –

Products That Can't Be Returned

The following table contains a list of products that are not eligible for returns as per the seller's Returns Policy:

Part 2 - Returns Pick-Up and Processing

In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address

During pick-up, your product will be checked for the following conditions:

 The field executive will refuse to accept the return if any of the above conditions are not met.

The field executive will refuse to accept the return if any of the above conditions are not met.

For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.

Part 3 - General Rules for a successful Return

• In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
• During open box deliveries, while accepting your order, if you received a different or a damaged product, you will be given a refund (on the spot refunds for cash-on-delivery orders). Once you have accepted an open box delivery, no return request will be processed, except for manufacturing defects. In such cases, this category-specific replacement/return general conditions will be applicable. Click here to know more about Open Box Delivery
• For products where installation is provided by Flipkart's service partners, do not open the product packaging by yourself. Flipkart authorised personnel shall help in unboxing and installation of the product.
• For Furniture, any product related issues will be checked by an authorised service personnel (free of cost) and attempted to be resolved by replacing the faulty/ defective part of the product. Full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue. Wrong Delivery - (Customer received delivery message, product not delivered):

  'In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within 1 day from the date of delivery confirmation for the seller to investigate.'