Cancellations, Refunds and Returns
This document sets out the Replacement, Returns and Cancellation Policy that shall apply to you (“You” or “Your” or “User”), as the user of the website https://hyugalife.com (“Website”) and/or the mobile application called HyugaLife, (collectively, “Platform”), which is owned and operated by Hyuga Ecommerce Ventures Private Limited (“We” or “Us” or “Company”), a company incorporated under the provisions of the Companies Act, 2013 and having its registered office at B, Todi Industrial Estate,Sitaram Jadhav Marg, Sun Mill Compound, Lower Parel, Mumbai 400013, Maharashtra,India.This Replacement, Returns and Cancellation Policy, as amended from time to time, is to be read along with the Terms of Use as available on the Website.
General returns policy
Our Replacement, Returns and Cancellation Policy gives you an option to raise a request to return/replace the Products within 15 calendar days of receipt of the Product. However, if you have received a damaged, incorrect, or an expired Product, or products are missing from Your Order, you must inform us within 48 hours of delivery, in order to be eligible for replacements/ returns. Please note that return requests may not be approved and or processed by Us in some cases, including in cases of Your remorse such as incorrect variant/ colour of product ordered or incorrect product ordered, or product not needed. In such cases, We reserve the right to determine if such request should be granted to You or not, based on factors such as Your order history, etc., as per our discretion.
- In cases of damaged, incorrect, expired Product(s), and/or if products are missing from Your Order, You may either choose to get the Product replaced or initiate a return request. Such returned Product(s) shall always be subject to quality check on the basis of which we shall decide whether the replacement/ refund shall be processed (further details in the FAQs below).
- For all cases of return and replacements, You are requested to keep the Product in its original condition, with the brand outer box, MRP tags attached, user manual, warranty cards and original accessories in the manufacturer packaging, for a successful return/replacement pick-up.
A Product shall be eligible for returns and refunds only if:
- (i) It is determined that the Product was not damaged while it was in your possession.
- (ii) The Product is not different from what was shipped to you.
- (iii) If the Product is returned with all the original packing, including the brand outer box, MRP tags attached, user manual, warranty cards and original accessories in the manufacturer packaging.
- (iv) It is determined that You have met the requisite timelines under this policy, for return/refund of the Products.
In the event We, at our sole discretion, determine that You have misused the return policy by excessively returning, or cancelling or not accepting the orders placed, We reserve the right to warn You and/or suspend and/or block and/or terminate/ delete Your account, or an ongoing order as necessary
Cancellation:
- (i) Cancellation by you: You shall be allowed to cancel your order if the Product(s) are not shipped. You can choose to cancel your order by going to My Orders > Click on specific order > Press “Cancel” option. Kindly note that orders once shipped cannot be cancelled.
- (ii) Cancellation by Us:There may be certain orders that the Company is unable to accept and must cancel. Some of the reasons that may result in cancellation of your order are:
(i) error in pricing information as detailed in section 5 of the Terms of Use;
(ii) non-availability of the Product;
(iii) non-availability of the quantity ordered or any other reason as may deem fit by the Company.
FAQs
1. What should I do if I receive a damaged, incorrect or expired Product?
If you receive a damaged, incorrect, or an expired Product, you may either choose to get the Product replaced or initiate a return request. You must inform us within 48 hours of delivery Find our contact details at the Support Center page. Kindly note that the usual 15 days policy will not be applicable in such cases.
2. What should I do if Products are missing from my Order?
If Products are missing from your Order, you must inform us within 48 business hours of receiving the partial Order. Find our contact details at the Support Center page .
3. How do I initiate returns?
[1] Go to My Orders in the account section > Click on the order > Initiate return and refund request.
[2] Contact us through email or phone mentioned at the Support Center page We may contact you and ask you to share a picture of the packaging and the Product to ascertain the damage or defect in the product, prior to initiating the return/replacement.
4. Is there any cost associated with Return Shipping?
No. Customers will not be charged Return Shipping charges. It is free of cost.
5. How will the pick-up be arranged?
Once the return/replacement request is processed, we will arrange for a pick up within 3-7 working days. Our delivery partner shall make 2 attempts to pick up the Product/s. If the item is not picked up in the second attempt, the return/replacement request shall be considered complete at our end. In that scenario, you can raise a fresh return/replacement request in case you are eligible. For more details, please contact our Support Center. Please keep the shipment ready as detailed above and ensure that you return all items for which the request was raised. If you fail to do so, the return/replacement option may not be available to you in future, the discretion of which shall lie completely with the Company
6. What are the modes of refund?
For payments made via credit card, debit card, net banking, you shall receive the refund within 7 business days after confirmation of refund on the same account/ wallet from which the payment has been made. However, it may take 2-3 additional business days for the amount to reflect in your account, as per your respective bank timelines. Kindly note that refunds cannot be processed to third- party accounts. The name on your account which you have entered at the time of registration should match with the name of the bank account holder. For transactions done on cash on delivery basis, we shall initiate a bank transfer on the bank account number shared by you via e-mail to us on support@hyugalife.com
7. How long will the process of refund and/or replacement take once I return the Product/s?
Once we receive the returned Product, the Product undergoes Quality Check(“QC”). After the Product clears QC, the return/replacement request will be processed within 7 days of the QC. We may refuse a refund/replacement request if we find evidence of fraud, refund abuse or other manipulative behaviour that entitles us to a claim against you or for any other reasons as mentioned above. Kindly note that replacements shall be subject to availability of a particular Product. In the event where a replacement is not available, we shall refund you the whole amount.
8. When will I get the refund for cancelled orders?
For cancelled orders, we shall process the refund within 7 business days after receiving the cancellation request. For payments made via credit card, debit card, net banking you shall receive the refund on the same account from which the payment has been made. However, it may take 2-3 additional business days for the amount to reflect in your account, as per your respective bank timelines.