Shipping Policy

This Shipping 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 so you understand how and when your products will be delivered.

1. Scope of This Policy

HLYWD MD ships across India. This policy covers:

• B2C Retail Orders — placed by individual customers via the retail storefront
• B2B Wholesale Orders — placed by verified salon partners via the Partner Portal
• Tester SKU Orders — placed by salon partners under the Tester Purchase Module

International shipping is not available at this time. All orders are shipped within India only.

2. Order Processing

2.1 Processing Timeline

All orders are subject to a processing period before dispatch. Processing includes order verification, quality check, packaging, and handover to our logistics partner.

• Orders placed before 2:00 PM IST on a business day are processed the same day
• Orders placed after 2:00 PM IST, or on weekends and public holidays, are processed on the next business day
• Business days are Monday to Saturday, excluding public holidays

2.2 Order Confirmation

Once your order is confirmed and payment is received, you will receive an order confirmation via:

• Email (to your registered email address)
• WhatsApp message (to your registered mobile number)

B2B wholesale orders placed through the Partner Portal will also reflect in your Partner Dashboard under Order History.

3. Estimated Delivery Timelines

Delivery timelines are calculated from the date of dispatch (not the date of order placement) and are estimates only. Actual delivery may vary based on your location, logistics partner capacity, and external factors.

These timelines are indicative. HLYWD MD does not guarantee delivery within the stated windows. Delays caused by logistics partners, natural events, strikes, or government restrictions are outside our control and do not entitle customers to compensation.

4. Shipping Charges

4.1 B2C Retail Orders

• Free shipping thresholds and charges are subject to change without prior notice
• Shipping charges are displayed at checkout before payment is confirmed
• Promotional free shipping offers override the standard threshold for the period they are active

4.2 B2B Wholesale Orders

• Wholesale shipping rates are configured by the HLYWD MD admin team and may differ from retail rates
• Partner-specific shipping promotions may apply as configured in the B2B Promotion Engine
• Bulk wholesale orders above a certain weight or volume threshold may attract additional handling charges — these will be communicated at the time of order

4.3 Non-Refundable Shipping Charges

Shipping charges paid on delivered orders are non-refundable, except in the following circumstances:

• The product received was damaged or defective
• An incorrect product was delivered due to an error by HLYWD MD
• The order was cancelled by HLYWD MD (not by the customer)

5. Delivery Serviceability

5.1 Checking Serviceability

Delivery serviceability to your pincode can be checked at the time of checkout. If your pincode is not serviceable by our primary logistics partner, we will attempt delivery through an alternate courier. If no delivery option is available for your location, you will be notified before payment is charged.

5.2 Non-Serviceable Areas

Certain remote areas, islands, or restricted zones may not be serviceable. In such cases:

• You will be informed at the checkout stage
• Any payment already made will be fully refunded to the original payment method within 5–7 business days
• HLYWD MD is not liable for inability to deliver to non-serviceable locations

5.3 B2B Wholesale — Warehouse Direct

All wholesale orders are dispatched directly from the HLYWD MD warehouse. Salon partners must ensure the delivery address registered in their Partner Portal is accurate, accessible, and attended at the time of delivery. HLYWD MD is not responsible for failed deliveries arising from incorrect or inaccessible delivery addresses provided by the partner.

6. Order Tracking

6.1 B2C Retail Customers

Once your order is dispatched, you will receive:

• A dispatch confirmation email and/or WhatsApp with your tracking number and logistics partner details
• A tracking link to monitor your shipment in real time

You can also track your order by logging into your account and navigating to Order History.

6.2 B2B Salon Partners

Once a wholesale order is dispatched, the tracking details will be visible in your Partner Dashboard under Order History. You will also receive a dispatch notification to your registered email address.

6.3 Tracking Delays

Tracking information may take up to 24 hours to update after dispatch. If your tracking link shows no movement for more than 3 business days after dispatch, please contact our support team at support@hlywdmd.com with your order ID.

7. Delivery Attempts & Failed Deliveries

7.1 Delivery Attempts

Our logistics partners will attempt delivery at the address provided at the time of order. In the event of a failed delivery attempt:

• A second delivery attempt will be made on the next business day
• If the second attempt also fails, the package will be held at the nearest logistics hub for up to [X] days
• You will be notified via SMS and/or email at each stage

7.2 Return to Origin (RTO)

If the package cannot be delivered after the maximum number of attempts, it will be returned to our warehouse (Return to Origin). In such cases:

• For prepaid B2C orders: a refund will be issued (excluding shipping charges) within 7–10 business days of the package being received back at our warehouse
• For COD B2C orders: no refund is applicable as no payment was made
• For B2B wholesale orders: the partner will be contacted to arrange re-dispatch — re-dispatch shipping charges will be borne by the partner

Common reasons for failed delivery include: incorrect address, recipient not available, building access issues, and refusal to accept. Please ensure your delivery address and contact number are accurate at the time of ordering.

7.3 Undeliverable Packages

A package is considered undeliverable if:

• The address provided is incomplete, incorrect, or does not exist
• The recipient is consistently unavailable across multiple attempts
• The package is refused at the time of delivery without valid reason
• The area becomes inaccessible due to external factors

8. Packaging & Product Safety

HLYWD MD takes pride in ensuring all products reach you in perfect condition. Our packaging standards include:

• All products are packed in tamper-evident packaging
• Fragile or liquid products are securely cushioned to prevent damage during transit
• Tester SKU products are clearly marked "Not for Resale" on the outer packaging
• Wholesale orders may be delivered in bulk outer cartons — please inspect packaging at the time of delivery before signing the delivery confirmation

If you notice visible damage to the outer packaging at the time of delivery, please photograph it before accepting or refusing the package, and notify us at support@hlywdmd.com within 48 hours of delivery along with your order ID and photographs.

9. Risk of Loss & Title

For B2C retail orders, risk of loss and title to the products pass to the customer upon successful delivery to the address provided at checkout.

For B2B wholesale orders, risk of loss and title pass to the salon partner upon dispatch from the HLYWD MD warehouse. Once the logistics partner takes custody of the shipment, HLYWD MD's liability for loss or damage in transit is limited to cases where damage occurred due to inadequate packaging on our part.

HLYWD MD strongly recommends that salon partners inspect all wholesale deliveries at the time of receipt and report any discrepancies within 48 hours of delivery.

10. Special Circumstances & Delays

10.1 Force Majeure

HLYWD MD shall not be liable for shipping delays or non-delivery arising from events beyond our reasonable control, including:

• Natural disasters, floods, cyclones, or extreme weather
• Government-imposed lockdowns, curfews, or transport restrictions
• Strikes, protests, or civil unrest affecting logistics networks
• Customs or regulatory delays
• Pandemic-related disruptions

10.2 Peak Season Delays

During peak sales periods (festive seasons, promotional events, or sale campaigns), processing and delivery timelines may be extended. Customers and partners will be notified of any anticipated delays via the platform and email communications.

10.3 Logistics Partner Outages

In the event that our primary logistics partner experiences a service disruption, HLYWD MD will endeavour to reroute shipments through an alternative courier. Additional transit time may apply and will be communicated proactively.

11. Orders With Multiple Items

If you order multiple products in a single order, they will be dispatched together wherever possible. In cases where products are sourced from different inventory locations or where stock availability differs, your order may be split into multiple shipments. You will receive separate tracking details for each shipment. No additional shipping charge will be applied for split shipments.

12. Address Changes After Order Placement

Once an order has been placed and confirmed, address changes are not guaranteed. Please contact our support team immediately at support@hlywdmd.com or call +91-XXXXXXXXXX if you need to update your delivery address. Address changes can only be accommodated before the order is dispatched. Once dispatched, the delivery address cannot be modified.

For B2B partners: delivery addresses registered against your company or branch profile in the Partner Portal can be updated by the Company Admin. Changes to delivery addresses should be made before placing an order, not after.

13. Cash on Delivery (COD)

13.1 Availability

Cash on Delivery (COD) may be available for B2C retail orders on select pincodes and order values. COD availability will be displayed at checkout. COD is not available for B2B wholesale or tester SKU orders — all partner orders must be prepaid via the payment gateway.

13.2 COD Conditions

• COD orders require an additional verification step before dispatch, which may extend processing time by 1 business day
• Please ensure the exact order amount is available at the time of delivery — our logistics partners may not carry change
• Refusal to pay upon delivery will result in the order being returned and may impact your ability to place future COD orders
• HLYWD MD reserves the right to withdraw COD as a payment option for any customer or location at its discretion

14. Contact Us — Shipping Queries

For any queries related to your shipment, tracking, or delivery, please reach out to us:

HLYWD MD reserves the right to update this Shipping 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.