Refund Policy

Cancellation Policy

Hitayu believes in helping its customers as far as possible and therefore, has a liberal Cancellation Policy. Under this policy, cancellations will be considered only if the shipment has not been dispatched for the order placed with us via our website. Once the shipment has been dispatched, it cannot be cancelled. If we suspect any fraudulent transaction or a transaction that defies the terms and conditions of using the Website, we at our sole discretion could cancel such orders with/ without providing any notification to you.

Cancellation before shipment

If the order or the product that you want has not yet been shipped, you can write to our customer support on info@hitayuholistic.com or call us on 1800-274-2575 (Monday to Sunday, 10 am to 6 pm for cancelling your order.

In such cases, the order will be cancelled and the money will be refunded to you within 2 - 5 days, after the cancellation request is processed.

Please note that once your order has been dispatched from our warehouse, your order cannot be cancelled.

How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 2 – 5 business days after receiving your cancellation request.

  • For payments done through credit/ debit cards or net banking, the refund will be processed to the same account from which the payment was made within 2 – 5 business days from the date of us receiving the products back. It may take an additional 2-3 days for the amount to reflect in your account.
  • In addition, we also provide the hassle-free option of refund through hitayuholistic coupons, which can be used by you for your future purchases.

What if I have used discount vouchers or redeemed my loyalty points at the time of making payment and now I want to cancel the order?

Discount vouchers are meant for one-time use only and shall be treated as used even if you have cancelled the order. If you have redeemed loyalty points for making payment of an order, the same will be credited back to your account in the case of a cancellation of the said order.

 

Returns, Replacements and Refunds

Once an order is confirmed, Hitayu will not accept return or refund requests. However, in any of the below situations, we are more than happy to work with our patrons to find an amicable solution that is fair to all parties. 

In case of Damaged product 

  • hitayuholistic needs to be notified of damaged product within 5 days from delivery date via email to info@hitayuholistic.com 
  • In the email, order number, image of invoice, 1 outer box image, 2 clear images of damaged product to be sent. 
  • In case of multiple item shipments, only the affected product can be returned and replaced.
  • We will be happy to re-send and replace the product(s) promptly and we will work with you on providing an amicable solution.
  • Email will be responded to within 24-48 hrs and full assistance will be provided thereafter. 

In case of Missing product

  • Hitayu needs to be notified of missing product within 5 days from delivery date via email to info@hitayuholistic.com 
  • In the email, order number, image of the invoice, 1 outer box image, 2 clear images of the opened box with all items received to be sent. 
  • We will be unable to accept a refund request. But, we will be happy to promptly re-send the missing product
  • Email will be responded to within 24-48 hrs and full assistance will be provided thereafter. 

In case of spoiled product

  • Hitayu needs to be notified of spoilage of product within 10 days from delivery date via email to info@hitayuholistic.com 
  • In the email, order number, date of packaging/ date of manufacture, clear images or video of the product to be shared 
  • We will be unable to accept returns due to variance in taste, texture, colour or aroma. This is because our products are completely natural and made mostly by hand so no two batches will be identical. No compromise is made in the natural production process, use of best and natural ingredients and we will ensure that maximum nutritional value is retained
  • We will work with you on providing an amicable solution. 
  • Product will be replaced after due investigation and diligence and we assure a fair outcome at all times. 
  • Email will be responded to within 24-48 hrs, and full assistance will be provided thereafter.