FAQ

First, we would suggest you to retry making the payment after ensuring that the account details, billing addresses and passwords you have entered is accurate. If you are still unable to make payment, you can opt for the Cash on Delivery (COD) payment option available on the payment page. And if your account is debited after a payment failure, the amount will be credited back within 7-10 days, after we receive a confirmation from the bank.

In the absence of original product certificate, invoices, documentations, lab certificates, packaging, discount coupons, etc. you are not eligible for the 100% refund.

However, you may still be eligible for a replacement under our Exchange policy. You may also contact our customer support service describing your issue for further guidance.

 

We do not accept the altered, damaged or used product under our Return Policy. However, you are eligible for a Huelane- credit worth 75% of your invoice value which can be used for future purchases with Huelane.

You need to tap on “My Orders” section of your Huelane account under main menu of website to check your order status.

When you place an order with us, you are notified via e-mail about its delivery time. You can track your order on our website and also notifications regarding the processing, shipment and delivery will be sent to you via e-mail.

Yes, you can the shipping address of your order before the “processing stage”, by updating it under 'change address' option which is available under ‘My order’ section of App/Website/M-site.

If the item you returned is used, damaged, original lab certificate and other related documents are missing then the customer is not eligible for a refund and Huelane will have no liability in this regard. For more details, please call our customer support service.

Unfortunately, the COD facility is limited by our courier partners as they don’t offer this service on certain locations. When you enter your pin-code while placing order with us, you can check for the availability option of COD. In that case you can choose from the other payment options available.

After the refund process has been initiated as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:

Online Refund – 7 to 10 days post refund initiation, depending on your bank partner.

  • NEFT - 1 to 3 business days post refund initiation
  • Huelane Credit - Instant
  • PhonePe wallet –Instant

Please note that Huelne initiates the refund upon successful return pick up followed by a successful quality-check by our gemstone investigators.

Yes. The applicable GST/VAT amount will also be refunded into the source account selected at the time of return initiation. However, delivery charge (applicable on a purchase of less than Rs.500) is non-refundable.

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