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Return & Refund Policy

Effective Date: Please refer to the platform  ·  Refund window: 14 days for products · 24 hours for services

Our Commitment

Hello Royer is committed to delivering reliable, high-quality service experiences. This policy outlines how we handle cancellations, returns, and refunds in a fair and transparent manner.

Our services are designed to be executed with precision and professionalism. Once a service has been successfully completed, it is generally considered non-refundable. However, customer satisfaction remains central to everything we do.

If you are not satisfied with a completed service, you may raise a concern within 48 hours of service completion. After reviewing the issue, we may offer a re-service or, in certain cases, a partial refund based on the nature of the concern.

1. Service Cancellations & Refunds

✅ Full Refund Eligible

Cancellation made at least 24 hours before the scheduled service time.

⚠ No Refund

Cancellations made after service has been completed or begun.

✅ Refund (If Prepaid)

If you prepaid and service was not delivered, refund processed within 7 working days.

⚠ Cancellation Charge

Cancellations within 24 hours of scheduled service may incur a visit or cancellation charge.

Satisfaction Complaints

If you are dissatisfied with a completed service, raise a complaint within 48 hours via the app, website, or support team. Depending on the nature of the issue, we may offer:

  • A complimentary re-service visit
  • A partial refund at Hello Royer's discretion

2. Product Returns

Hello Royer may provide certain products such as water purifier filters, accessories, or beauty items. These can be returned within 14 days of delivery under the following conditions:

Return Eligibility — Products

  • Item is unused and unopened
  • Item is in its original packaging with tags intact
  • Proof of purchase (invoice or confirmation) is provided
  • Return request is made within 14 days of delivery

Not Eligible for Return

  • Products that have been opened, used, or damaged due to misuse
  • Items purchased under special promotional or sale offers
  • Products returned after 14 days of delivery
  • Items not in original condition or missing parts not due to our error

Important: Please do not send purchased items directly to the manufacturer. All returns must be processed through the Hello Royer app or website.

3. Refund Process

1

Submit Request

Contact us via the Hello Royer app, website, or support channels with your request and proof of purchase.

2

Review & Verification

Our team reviews the claim, verifies details, and determines eligibility within 1–2 working days.

3

Approval Notification

You'll receive an email confirming approval or rejection of the refund request.

4

Refund Processed

Approved refunds are credited to your original payment method within 5–7 working days.

4. Late or Missing Refunds

If you haven't received your refund within the expected timeline, please follow these steps:

  • Check your bank account or payment app again — credits sometimes appear with a delay.
  • If paid by card, contact your card issuer — it may take a few days after posting for the credit to show.
  • If paid via UPI, contact your bank — processing times vary by provider.
  • If you've done all of the above and still haven't received the refund, contact our support team through the Help section in the app or website.

5. Exchanges & Defective Products

We replace items only if they are defective or damaged. If you receive a defective product, send your exchange request through the Hello Royer app or website. After verification, we will arrange a replacement at no additional cost.

Sale or promotional items are not eligible for exchange unless defective upon delivery.

6. Non-Refundable Situations

Refunds are not applicable in the following situations:

  • Successfully completed services with no complaint raised within 48 hours
  • Last-minute cancellations (within 24 hours of scheduled service)
  • Issues that do not significantly impact the service outcome
  • Services availed under a sale, promotional package, or HR Coins discount
  • Products purchased under special offers or deals
  • Damage caused by customer misuse or mishandling

Need help? Reach us through the Hello Royer app, website, or email our support team. We'll guide you through the process and ensure your request is handled efficiently.