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“Own your glow. The world can wait.”
Cancellation
Cancellation before shipment (Only valid on orders placed & delivery in India):
If the item(s) you want to cancel have not been shipped yet, you can raise your cancellation request via the following methods:
Via ‘My Orders’ section
- Go to your account
- Click on ‘Orders’
- Go to the order you want to cancel and select ‘Order Details’
- Click on ‘Cancel Item’
- Select the item(s) you want to cancel, provide the reason, and confirm
- Once submitted, your item(s) will be cancelled and your refund will be processed
Via the Help Center
- Click on ‘Have a Concern’ > ‘Write To Us’ > ‘Submit a Request’
- Provide your order ID and cancellation request
- Our customer service team will review and respond within 24 hours
Via Email or Call
- Send an email to our customer support at support@hourglo.com with your order ID
- Or call us at 1800-XXX-XXXX (Monday to Saturday, 8AM to 10PM; Sunday, 8AM to 7PM)
Refund Timelines for Cancellations
- Before Shipment: Refund will be initiated within 24–48 business hours of receiving the cancellation request
- After Shipment/Return: Refund will be processed once the product is received and verified at our warehouse
Payment Modes
- For credit/debit cards or net banking, refund is initiated to the original payment method and may take up to 5 business days to reflect
- For Cash on Delivery (COD), a bank transfer will be made after return verification (COD refund is not applicable for pre-dispatch)
Note:
- We do not offer wallet refunds for cancellations
- Discount vouchers used will be considered used and will not be reissued
- Loyalty points, if used, will be credited back to your account
Returns, Replacements and Refunds
How do I return an item purchased on Hourglo?
Indian Orders:
Hourglo offers an easy 15-day return/exchange policy. You may return one or more items from your order.
Step 1: Raise a Return Request
- Via ‘Account’ > ‘Orders’ > Select order > Click on ‘Have a Concern’ and follow prompts
- Via Help Center: ‘Write to Us’ > ‘Submit a Request’ with your order ID and reason
- Via Email: Email support@hourglo.com within 15 business days with product image and invoice
Step 2: Return Pick-up & Refund
- After approval, we’ll arrange a pickup
- Refund or replacement will be processed only if returned items are in original condition with seals, labels, and barcodes intact
Note: If a replacement isn’t available, a full refund will be issued.
Items Not Eligible for Return/Exchange
- Product damaged due to misuse/overuse
- Returned without original packaging, price tags, labels, or accessories
- Serial number tampered
- Used or altered products
- Defective products not under warranty
- Return requested after 15 days of delivery
- Free product provided by the brand
Categories not eligible for return:
- Customized products (e.g., lipsticks, compacts)
- Personal care appliances (due to hygiene reasons)
Note: Special return rules may apply during sales or campaigns. Details will be on the promotional banner.
What if I received a damaged, defective, or wrong product?
We apologize for the inconvenience. If your order arrives damaged, defective, or with the wrong item, you can initiate a return within 15 days of delivery.
Step 1:
- Use ‘My Orders’ section or Help Center or Email (support@hourglo.com)
- Attach images of the item and invoice
Step 2:
- Our team will evaluate and arrange a pickup
- A replacement or refund will be issued once the item is verified
Note: Replacements are subject to stock availability.
Do I have to return the free gift as well?
Yes, free gifts received with a product must be returned along with the main item.
Can I return only part of my order?
Yes. You can initiate a return for one or more individual items in your order, but each returned item must include all components and free gifts.
Refund Timeline for Returns
Cash on Delivery: A bank transfer will be processed after we receive and verify the product (5 business days to reflect)
Online payments: Refund initiated to original method within 24–48 hours after return verification. Takes up to 5 business days to reflect
