Refund Policy
SELHEL
CANCELLATION, RETURN, REPLACEMENT, AND REFUND POLICY
1. GENERAL
1.1. SELHEL is the official brand of the Mizoram State Rural Livelihoods Mission (MzSRLM), functioning under the Rural Development & Administration Department, Government of Mizoram. SELHEL operates the official website (www.selhel.in or the applicable official website) for marketing and selling authentic products produced by Self Help Groups (SHGs), farmers, artisans, and community-based producer organizations across Mizoram.
Throughout this Policy, “SELHEL”, “we”, “us”, or “our” refers to SELHEL, while “User”, “Customer”, “you”, or “your” refers to any individual who accesses, browses, or purchases products through the SELHEL website.
1.2. Our objective is to provide a seamless shopping experience—from placing an order to requesting cancellation, return, replacement, or refund. We strive to ensure transparency, quality service, and customer satisfaction while promoting authentic products from rural communities across Mizoram.
1.3. This Cancellation, Return, Replacement, and Refund Policy (“Policy”) forms an integral part of the SELHEL Terms of Service. By placing an order through the SELHEL website, you agree to be bound by this Policy together with our Terms of Service.
2. APPLICABILITY OF THIS POLICY
2.1. Acceptance of Terms: By using the SELHEL website and purchasing products, you acknowledge that you have read, understood, and agreed to this Policy. SELHEL reserves the right to amend or update this Policy at any time. Any changes will become effective immediately upon publication on the website.
2.2.This Policy applies exclusively to purchases made through the official SELHEL website. Products purchased through exhibitions, retail outlets, district marts, third-party marketplaces, or any other sales channels may be governed by separate policies.
3. ORDER CANCELLATION
3.1. Orders may be cancelled at any time before they are dispatched from our fulfilment centre.
3.2. Once an order has been dispatched, cancellation requests cannot be accepted.
3.3. Customers may request cancellation through their SELHEL account under the “My Orders” section or by contacting the SELHEL Customer Support Team.
3.4. For prepaid orders cancelled before dispatch, the refund process will normally be initiated within 2 business days after confirmation of cancellation. Depending on the payment provider or bank, the refund may take 7–14 business days to reflect in your account.
4. RETURN, REPLACEMENT AND REFUND
4.1. Customers may request a return, replacement, or refund within 24 hours of receiving the shipment.
4.2. All SELHEL products are dispatched in secure packaging. Customers are requested not to accept deliveries if the package appears tampered with, damaged, or opened. Acceptance of visibly tampered packages may affect eligibility for return or replacement.
4.3. Customers are encouraged to record a short unboxing video while opening the package. This helps facilitate quicker verification and processing of claims involving damaged, incorrect, or missing products.
4.4. If you receive a product that is damaged, defective, spoiled, expired, broken, or different from what was ordered, please contact SELHEL Customer Support immediately with your order details.
SELHEL may request:
- Photographs of the product;
- Images of the packaging;
- A short unboxing video (where available); or
- Any other information reasonably required for verification.
Based on verification, SELHEL reserves the right to approve or reject the return, replacement, or refund request.
4.5. Customers should retain the original packaging, product labels, QR codes, barcodes, invoice, and any accompanying materials until the return or replacement request has been resolved.
4.6. Once the returned product has been verified and approved, SELHEL will process the replacement or refund within 2 business days.
4.7. Approved refunds will be credited to the original payment method used for purchase wherever possible. If this is not feasible, customers may be requested to provide the following:
- Account Holder Name
- Account Number
- Bank Name
- IFSC Code
- Copy of cancelled cheque or bank
- passbook
5. SHIPPING & DELIVERY
5.1. SELHEL currently delivers to serviceable locations across India through its authorized logistics partners.
5.2. Orders are generally processed within 1–2 business days, subject to product availability.
5.3. Estimated delivery timelines may vary depending on the destination and logistics partner but are generally completed within 3–10 business days.
5.4. Customers will receive shipment tracking details through email or SMS once the order has been dispatched.
5.5. Shipping charges, if applicable, will be displayed during checkout. Promotional offers for free shipping may apply from time to time.
5.6. Customers are responsible for providing accurate delivery information. SELHEL shall not be liable for delays or failed deliveries caused by incorrect or incomplete address details.
5.7. Delivery schedules may be affected by circumstances beyond SELHEL’s reasonable control, including weather conditions, transportation disruptions, public holidays, or force majeure events.
5.8. If a delivery location is outside the service area of our logistics partners, SELHEL reserves the right to cancel the order and issue a full refund.
6. CUSTOMER SUPPORT
For any questions regarding cancellations, returns, replacements, refunds, or your order, please contact us:
SELHEL
Mizoram State Rural Livelihoods Mission (MzSRLM)
Rural Development & Administration Department
Government of Mizoram
Email: contact@selhel.com
Phone: +91 9876543210
Website:
Our Customer Support Team will make every reasonable effort to respond to your queries during normal business hours.