Cancellation Policy

This Cancellation Policy applies to all orders placed through the HLYWD MD platform — including B2C retail orders and B2B salon partner wholesale orders. Please read this policy carefully before placing your order.

1. Overview

At HLYWD MD, we understand that circumstances can change after an order is placed. This policy sets out the rules governing order cancellations — whether initiated by you (the customer or partner) or by HLYWD MD — and explains the applicable refund process in each scenario.

Cancellation eligibility and timelines differ based on the order type and the stage of fulfilment at the time the cancellation request is made. Please review the relevant section for your order type below.

2. B2C Retail Orders — Customer-Initiated Cancellation

2.1 Cancellation Window

Retail customers may request a cancellation within the following window:

The fastest way to cancel a retail order is via your account under Order History before it enters the processing stage. Once an order is dispatched, it cannot be cancelled — you will need to refuse delivery or raise a return request after it arrives.

2.2 Eligible & Non-Eligible Cancellations

The following retail orders can be cancelled within the permitted window:

• Orders not yet picked up by the logistics partner
• Orders where payment has been successfully captured (prepaid)
• COD orders not yet dispatched

The following orders cannot be cancelled by the customer:

• Orders already dispatched or out for delivery
• Orders containing perishable or time-sensitive products (if applicable)
• Orders placed under a limited-time flash sale or exclusive drop — these are final sale and non-cancellable once placed

2.3 Refund on Customer-Initiated Cancellation — Retail

• Shipping charges are non-refundable on cancelled orders that have already been dispatched (where cancellation was accepted in error)
• If a referral code discount (10%) was applied to the order, the cancelled order value is removed from the referring salon's attribution record — no commission is earned on cancelled orders

3. B2B Wholesale Orders — Partner-Initiated Cancellation

3.1 Cancellation Window

Wholesale orders placed by salon partners are subject to a stricter cancellation window, given the warehouse fulfilment process involved:

Wholesale orders move into processing quickly. If you need to cancel, contact us at support@hlywdmd.com or via the Partner Dashboard support section immediately after placing the order. Delays in raising the cancellation request may result in the order being dispatched and therefore non-cancellable.

3.2 Non-Cancellable Wholesale Orders

The following wholesale orders cannot be cancelled under any circumstances once placed:

• Tester SKU orders — all tester purchases are final and non-cancellable from the moment of order confirmation
• Custom or partner-specific SKU orders
• Orders placed under a Buy X Get Y promotional offer where the free items have already been allocated
• Orders for which a partner-specific promotion with a usage cap has been consumed — the promotional benefit cannot be restored after cancellation in such cases

3.3 Refund on Partner-Initiated Cancellation — Wholesale

• Wholesale shipping charges are non-refundable on partially cancelled orders where the remaining items have been dispatched
• If a wholesale promotional offer was applied to the order and the cancellation invalidates the promotion threshold (e.g., cart drops below the qualifying amount), the promotional discount will be reversed before the refund is calculated

4. HLYWD MD-Initiated Cancellations

HLYWD MD reserves the right to cancel any order — in whole or in part — at its discretion. Circumstances under which we may cancel an order include:

• Product is out of stock or has been discontinued after the order was placed
• Pricing error on the platform — where a product was listed at an incorrect price due to a technical or administrative error
• Payment authorisation failure or suspected fraudulent transaction
• Delivery address is unserviceable or incomplete
• Violation of these Terms, the Refund Policy, or any other HLYWD MD policy by the customer or partner
• Duplicate orders detected for the same customer or partner within a short window
• Order placed using a misused, expired, or invalid referral code or promotion
• Regulatory or compliance reasons

If HLYWD MD cancels your order, you will be notified via email and/or SMS with the reason for cancellation. A full refund of the amount paid will be processed within 5–7 business days to the original payment method. No shipping charges will be levied.

5. Effect of Cancellations on Partner Commissions

Cancellations directly affect the commission structure for salon partners. The following rules apply:

• No commission is earned on cancelled retail orders — even if the order was initially attributed to a salon's referral node
• If a commission was provisionally calculated before the order was cancelled, it will be reversed and will not appear in the partner's payout batch
• If a payout batch has already been locked at the time of cancellation, the reversal will be adjusted in the subsequent payout cycle
• The 12-month rolling attribution window for the linked node will not reset for a cancelled order — only completed and paid orders trigger expiry resets
• Referral code discounts applied to cancelled orders are not re-credited to the customer and are not counted towards the salon partner's commission record

For salon partners: your Partner Dashboard will reflect commission adjustments within 48 hours of a linked order being cancelled. Please review your monthly commission statement carefully before the payout batch is locked.

6. How to Request a Cancellation

6.1 B2C Retail Customers — Self-Serve

Follow these steps to cancel a retail order:

• Log in to your HLYWD MD account
• Navigate to Order History from your account dashboard
• Select the order you wish to cancel
• Click Cancel Order and select a reason from the dropdown
• Confirm your cancellation request
• You will receive a cancellation confirmation via email and SMS within 30 minutes

If the Cancel Order option is not available (order has been dispatched), please contact support directly.

6.2 B2B Salon Partners — Dashboard or Support

To cancel a wholesale order:

• Log in to the Partner Portal
• Go to Order History and select the relevant wholesale order
• If cancellation is still permitted, a Cancel Order button will be visible — click it and confirm
• If no cancel button is visible, the order has already moved to processing or dispatch — contact support immediately at support@hlywdmd.com
• Include your Order ID, Company Name, and reason for cancellation in your message
• Our team will respond within 2 business hours during business hours (Mon–Sat, 10 AM – 6 PM IST)

6.3 Cancellation via Support

If you are unable to cancel through the platform, contact our support team via:

7. Cancellation & Refund Timeline — Quick Reference

8. Cancellation of Partner Programme Enrolment

Salon partners who wish to withdraw from the HLYWD MD Partner Programme may do so by submitting a written request to partners@hlywdmd.com. The following applies upon partner account closure:

• All active referral codes and QR codes will be deactivated within 2 business days of confirmed closure
• Any pending verified commissions will be processed in the next available payout cycle after account closure confirmation
• Commissions under review or dispute at the time of closure will be resolved in accordance with the Terms & Conditions before final payout
• KYC documents and financial records will be retained for the statutory period as required by Indian law (see Privacy Policy)
• Outstanding wholesale orders placed before the closure request will be fulfilled and invoiced as normal
• The partner will not be eligible for commission on any retail orders attributed to their nodes after the deactivation date

Requesting account closure does not exempt the partner from obligations under outstanding invoices, TDS filings, or any disputes pending at the time of closure. Please settle all outstanding matters before submitting a closure request.

9. Contact Us — Cancellation Queries

For any cancellation-related queries, please reach out to us through the following channels:

HLYWD MD reserves the right to amend this Cancellation Policy at any time. Changes will be communicated via email and updated on this page. Continued use of the platform constitutes acceptance of the revised policy.