Last updated: 2 October 2026
At hey! pookee, we want you to love every order. Because our products are skincare and personal care items, we follow strict hygiene and quality rules. Please read this policy before placing your order.
Returns
For hygiene and safety reasons, we cannot accept returns or exchanges of products that have been opened, used or had their seal broken. This includes face washes, scrubs, masks and face razors. We also cannot accept returns on products bought in a sale or offer.
Damaged, wrong or missing items
If your product arrives damaged, if you receive the wrong product, or if an item is missing, we will help you with a replacement.
• Please report it to us within 24 hours of delivery.
• An unboxing video is mandatory. It should clearly show the sealed parcel, the opening of the parcel and the condition of the product(s).
• Send us your order number, the unboxing video and photos through the Contact page on our website.
Once your request is approved, we will arrange a pickup from your address where needed. After the product reaches us and passes our quality check, we will send a replacement or give you store credit, as you prefer. Please allow 1 to 3 weeks from pickup for this to be completed. We will keep you updated.
Requests made after 24 hours of delivery, or without an unboxing video, cannot be accepted.
What is not covered
• Damage caused after delivery, or by misuse, wrong application or not following the directions.
• Allergies, skin reactions, or not liking the fragrance, texture or colour.
• Opened, used or sale products.
We strongly recommend checking the ingredient list if you have known allergies and doing a patch test before use. Our face razors are for personal use only; please follow the usage instructions on the pack.
Cancelling your order
You can cancel your order within 2 hours of placing it. Contact us through the Contact page on our website with your order number. After 2 hours, or once the order has been dispatched, it cannot be cancelled.
We may cancel an order if a product is out of stock, if there is a pricing or technical error, or for other reasons explained in our Terms of Service. In that case, we'll refund the full amount you paid.
Refunds
• Approved refunds are sent to your original payment method within 6–7 working days from approval. Your bank may take a few extra days to show it.
• For Cash on Delivery orders, refunds are made to your bank account or UPI, or as store credit.
• For refunds requested for reasons on the customer's side (such as duplicate payments or an order cancelled within 2 hours), we may deduct payment gateway charges or a small processing fee.
Out of stock products
Sorry if your favourite is sold out! Use the "notify me" option on the product page (if available) and we'll let you know as soon as it's back.
Contact us
You can reach us anytime through the Contact page on our website. We will get back to you as soon as possible on working days.
