Return Policy

​Returns and Refund Policy Welcome to HEARTRUN! We value your trust and strive to provide you with a seamless shopping experience. This policy outlines the procedures for returns and refunds applicable to purchases made through our platform at www.heartrun.in or our mobile application (collectively referred to as “the platform”). By using our platform, you agree to abide by the terms and conditions of this policy.

1. Eligibility for Returns and Refunds
  • Time Frame for Requests:
    Customers can request a return or refund within 48 hours or two days of receiving their order if:
    • The delivered product does not match the ordered quantity or specifications.
    • The product is defective or damaged.
    • The product received is incorrect.
    Requests made beyond the 48-hour or two days period will not be entertained.

2. Required Documentation To ensure swift processing of your return or refund request, the following documents must be submitted:
  1. An unboxing video showcasing the condition of the package before it is opened.
  2. The invoice received with the order.
Submit these documents to support@heartrun.in within the specified 48-hour or two days period.
  • Once we receive your request, our team will review the details and inspect the provided evidence.
  • Refunds and returns are subject to management approval after thorough validation.
3. Refund Process Conditions
  • R.T.O. (Returned to Origin), Lost, or Misrouted Consignments:
    • If your order is confirmed as returned, damaged, lost, or misrouted by the logistics provider, a refund will be initiated within 24 hours of validation by the HEARTRUN team.
  • Incorrect, Damaged, or Non-Specified Products:
    • If the delivered product is incorrect, defective, or not as specified, a refund request must be submitted within 48 hours of delivery. After validation, a refund will be processed within 24 hours.
4. Refund Timeline
  • Prepaid Orders and Wallet Transactions:
    Refunds are initiated within 24 working hours after approval and amount will be credited  in your original payment account within 7–10 working days, depending on your payment service provider.
  • For return product, demaged product will be issued fully refund.​
  • Payment Method-Specific Timelines:
    • Credit/Debit Cards, Net Banking, UPI-Linked Accounts: Refunds are initiated within 24 working hours and may take 7–10 working days to reflect in your account.
    • Pay-on-Delivery (C.O.D.) Orders: Customers must provide their bank account details to our customer care team. Refunds will be processed via NEFT within the same 24-hour initiation period and should reflect within 7–10 working days.
5. Customer Support For any queries or assistance regarding returns and refunds, please contact our customer care team at customercare@orderme.co.in. We are committed to resolving your concerns and ensuring a positive experience with HEARTRUN.
We appreciate your understanding and cooperation in following this policy to help us serve you better.