Return and Refund Policy

  1. Who is Hamleys?

    Reliance Brands Limited, a company incorporated under the laws of India, having its registered office at 5th Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai City, Maharashtra – 400002, India ("Company"), operates www.hamleys.in and its mobile and tablet applications ("Platforms"), which inter alia facilitates the purchase of electronics, toys, and such other products sold by the Company under the ‘Hamleys’ brand ("Products") to the users of the Platforms ("Users").

  2. What is this Return and Refund Policy?

    1. In keeping with Hamleys’ goal of ensuring User satisfaction, this return and refund Policy (“Return and Refund Policy”), together with the Terms of Use, sets out Hamleys’ procedures and policies in accepting Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return of Products by Users shall be governed by and subject to the terms and conditions set out under this Return and Refund Policy.

    2. Users are required to peruse and understand the terms of this Return and Refund Policy. If you do not agree to the terms contained in this Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Platforms. The terms contained in this Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

  3. Terms of Return and Refund

      1. If the User is dissatisfied with the purchased Product received from Hamleys, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by Hamleys after due verification at its sole discretion), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than 30 (thirty) days from the date on which he/she received the delivery of the Product. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the money paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return or exchange of Products. Hamleys reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.

      2. A User is permitted to fully or partially cancel orders prior to its dispatch from Hamleys. Upon successfully placing an order on the Platforms and after Hamleys has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting Hamleys to process a cancellation by sending an email to  Support@hamleys.in. In all events of cancellation, prior to the dispatch of the purchased Products, Hamleys shall initiate refunds within 2 (two) business days from the date on which it received the request from the User. The refund will reflect in the User’s bank account and/or the User’s store credit within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Hamleys initiates the refund. All refunds, except for refund to store credit, shall be subject to applicable charges as may be deducted by the User’s bank.

      3. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for Hamleys to process refunds. For illustrative purposes, if the User has purchased a toy car and a toy truck as 1 (one) Product in a promotional package, the User will be required to return both the toy car and the toy truck and will not be permitted to return either only the toy care or only the toy truck from the Bundled Package.

      4. User can return the following categories of products only in case of a manufacturing defect:

        1. Electronic Products

      5. Return of or refund for purchased Products shall not be entertained by Hamleys if:

        1. The Product has been used for reasons apart from checking fit and comfort. If Hamleys is satisfied that the Product has been used for reasons apart from checking fit and comfort, Hamleys shall reserve the right to reject the return of the Product;

        2. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;

        3. The serial number/IMEI number/bar code of the Product, as applicable, does not match Hamleys’s records;

        4. The accessories delivered with the Product (such as chargers, Remote, user manuals, etc) are not returned along with the Product, in an undamaged condition;

        5. There are any dents, scratches, tears or any other damage to the Products or any part thereof;

        6. In the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by Hamleys;

        7. The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used or defect; or

        8. Hamleys is satisfied that the Product has been rendered defective or unusable.

      6. Hamleys shall not accept return or refund requests raised for any such Products that may be specified by Hamleys from time to time.

      7. Hamleys shall initiate a process of refund of the money paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that the Hamleys shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.

      8. It is expressly clarified that the refund entitled to by a User shall not include money paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Hamleys after due verification at its sole discretion).

      9. Hamleys shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. Hamleys disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

      10. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, Hamleys shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

      11. Hamleys shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request. If the request for refund is undisputed by Hamleys, the refund should reflect in the User’s bank account and/or the User’s store credit within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Hamleys initiates the refund.

      12. Refunds shall be processed by Hamleys through its normal banking channels except in cases where a User had utilised existing store credit for purchase of Products or opted for the cash on delivery option. Where a User had utilised existing store credit or the cash on delivery option for payment towards the purchased Products, Hamleys shall process all refunds into the User’s store credit. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, Hamleys shall process all refunds through a Payment Option (as defined in the Fee, Payment and Promotions Policy) Hamleys deems fit, in its sole discretion, to process such refunds. Once the amount is refunded as store credit to a User’s Hamleys account, it cannot be further refunded to any other bank account or as cash, and would continue to remain in the User’s Hamleys account until exhausted for shopping on the Platforms.

    For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using available store credit, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Return and Refund Policy being met, then Hamleys may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s store credit account and the remaining INR 500 (Indian Rupees Five hundred) to the User’s credit card source account, or both the amounts only as store credit.

    1. Return of purchased Products are facilitated through Hamleys’ reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by Hamleys, Hamleys’ reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to Hamleys.

  4. Grievance Redressal

    Any grievances relating to the Return and Refund Policy may be directed by you to the grievance officer of Hamleys who can be contacted at support@hamleys.in.