1. Order Cancellation Policy
You may cancel your order at any time before it is dispatched from our warehouse:
- Pre-Dispatch Cancellation: If you cancel before a tracking AWB ID is generated, a 100% full refund is issued instantly.
- Post-Dispatch Cancellation: If the order is already in transit with courier, please refuse delivery upon arrival. Once confirmed by courier, your refund will be processed automatically.
2. Instant Razorpay Refund Process
All online payments refunded by Shelora are processed via Razorpay directly back to your original payment method:
- UPI & Wallet Payments: Refunded instantly (within 1 to 24 hours).
- Credit & Debit Cards / NetBanking: Refund reflects in your bank statement within 2 to 5 business days as per bank processing timelines.
- You will receive an automated Razorpay Refund ID (e.g.
rfnd_RzpXXXXXXXX) and SMS notification.
3. Hygiene & Safety Return Guidelines
Due to the personal and intimate nature of feminine hygiene products, opened or used pad packs cannot be returned for hygiene and safety reasons unless there is a manufacturing defect or damage during transit.
4. Damaged, Defective, or Incorrect Package Replacement
If your package arrives damaged or you receive an incorrect pack size (e.g., received XL instead of XXL):
- Notify our support team within 7 days of delivery via WhatsApp or email (support@shelora.online).
- Share a quick photo/video of the received package and order number.
- We will send a 100% FREE replacement pack immediately with zero extra shipping charges, or issue a full refund as preferred.
5. How to Initiate a Refund or Replacement
To request a refund or replacement, reach out to us through any of the following channels:
- WhatsApp Customer Support: Send message to our helpline with your
#SHL-XXXXXOrder Ref ID. - Email Support: Email support@shelora.online with your subject: Refund Request - Order #SHL-XXXXX.
- Contact Page: Submit a quick request on our Contact Form.