Refund & Return Policy

Please read this policy before placing an order. We aim to resolve genuine product and delivery issues fairly and quickly. Product-specific return conditions displayed on a product, offer or checkout page also form part of this policy.

1. Eligible Delivery-Condition Claims

A claim may be reviewed when the delivered product is damaged, broken, materially defective on arrival, missing from the parcel, or different from the product ordered. Please preserve the parcel, shipping label, packaging, accessories and all supplied items until the claim is resolved.

2. Report the Issue Within 24 Hours

Contact us within 24 hours of delivery through WhatsApp, email or another official support channel shown on our website. Send your order number, registered mobile number, a description of the issue, clear photographs where useful, and the original high-quality continuous unboxing video.

Claims raised after 24 hours, or claims without sufficient evidence where an unboxing video is reasonably required to confirm the delivery condition, may not qualify for damage/wrong-item resolution, subject to applicable consumer law.

3. Verification & Resolution

After reviewing the order details, courier status, video/evidence and, where required, the returned product, we may approve a replacement of the same or equivalent product, or an eligible refund. The appropriate resolution may depend on stock availability, the nature of the issue and the mutually agreed solution.

4. When the Issue Is Our Responsibility

If we verify that the issue is attributable to Hanuvish—for example, an incorrect product was dispatched, an ordered item was missing, or another verified fulfilment error occurred—the approved resolution will be provided without deduction of forward or return shipping charges. Where refund is the approved resolution, the eligible order amount will be refunded in full.

5. Customer Refusal, Unavailability & Failed Delivery

If a dispatched parcel is refused, not accepted, repeatedly undeliverable because the customer is unavailable, delivery/verification calls are not answered, an incorrect or incomplete address was provided, or delivery fails for another reason attributable to the customer, the actual forward and/or return-to-origin shipping charges already incurred may be deducted from any otherwise refundable amount. This principle may apply to Prepaid, COD and Partial COD orders.

6. Partial COD — 30% Advance

Where Partial COD is offered, 30% of the order value is paid in advance and the remaining amount is payable on delivery, unless checkout clearly shows a different arrangement. If the customer refuses the parcel or delivery fails for a customer-attributable reason, actual forward/RTO delivery charges already incurred may be adjusted against the advance or other refundable balance. Any remaining eligible amount will be refunded after shipment status and applicable charges are verified.

7. Prepaid, COD & Partial COD Refund Method

Approved prepaid refunds are normally returned to the original payment method or another mutually agreed method. For approved COD or Partial COD refunds, we may request valid bank-account or UPI details. Refund processing begins after the required verification and, where applicable, receipt/inspection of the returned product.

8. Non-Returnable / Special Products

Promotional combos, clearance products, hygiene-sensitive items or products specifically marked Non-Returnable may not be eligible for a change-of-mind return. Genuine verified damaged, defective, missing or wrong-item claims will still be reviewed according to product-specific conditions and applicable law.

9. Change of Mind, Wrong Model or Compatibility

A return is not automatically available merely because the customer no longer wants the product, selected the wrong model/variant, or the product is incompatible where correct compatibility information was provided before purchase. If we voluntarily accept such a return, the product must be unused and complete, and actual shipping/handling costs already incurred may be deducted where lawful.

10. Product Condition for Approved Returns

Unless the claim concerns damage or defect present on delivery, an approved return should include the product, original accessories, free items, manuals and packaging in substantially the same condition in which they were supplied. Damage caused after delivery, misuse, liquid/physical damage, unauthorised repair or missing components may affect return eligibility.

11. Cancellation After Dispatch

If a customer requests cancellation after packing, handover to the courier or dispatch, immediate cancellation may not be possible. If the shipment is recalled, refused or returned due to a customer-requested cancellation, actual logistics charges already incurred may be deducted from the otherwise refundable amount.

12. No Unfair Deduction for Our Verified Error

If the cancellation, failed delivery or return is caused by a verified error on our side, the customer will not be charged the shipping/RTO deductions described above for that error.

13. How to Raise a Claim

1. Start the unboxing video before opening the sealed parcel.
2. Keep the shipping label, package, accessories and supplied items.
3. Report the issue within 24 hours of delivery for damage/wrong/missing-item claims.
4. Share the continuous video, order number and registered mobile number through an official support channel.
5. Follow the return, pickup or verification instructions provided by our support team.

Consumer rights: Nothing in this policy is intended to remove statutory rights or remedies that cannot lawfully be excluded.