Cancellation & Returns
What is our Cancellation Policy?
An order may be cancelled online only up until it is packed for shipping. This policy also applies to products purchased on sale. Any amount paid will be credited into the same account from which payment was made.
Can I modify the shipping address of my order even after it has been placed?
Certainly. You can modify the shipping address of your order, as long as it has not already been packed, by updating it under the 'Change Address' option, available in the ‘My Order’ section of the App/Website.
How do I cancel my order?
Click on “My Orders” section in the main menu of your App/Website and then select the item or order you want to cancel and proceed through the cancellation steps.
I just cancelled my order. When will I get my refund?
If you selected Cash on Delivery, there is no refund as the order has not yet been paid for. However, for payments made via Credit or Debit Card, Net Banking, or online Wallet you will receive the refund in your account 7-10 business days from the time of your cancellation
Once you request the cancellation of product(s) in your order, it will take our team 1-2 business days to cancel the order and initiate a refund. You will be updated via email.
If the Order Status shows the products(s) in your order as 'Shipped', we will process your cancellation request with our delivery partner. Your refund will be processed as soon as we receive the cancelled items from the delivery partner.
In case you purchased from one of our sellers through Hasti Advantage the refund mode will be Hasti Wallet. The refunded amount will be made available immediately. However, if you choose to have the amount transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please contact the bank directly in case of any delays post-confirmation of your cancellation/refund by the Hasti team.
What are the different refund options?
In order to confirm cancellation of products(s) in your order, please indicate your refund preference.
- Back to Account Refund - In this case, the money will be refunded back to the original account that was used to complete the transaction.
Once you have requested the cancellation of products(s) in your order, Hasti will complete the cancellation and initiate the refund, according to your indicated preferences.
How can I arrange for the pickup of a returned item?
Please select ‘Contact Us’ to initiate a return. You will receive a call from our team to explain the process within 48 hours. Wherever possible Hasti Logistics will facilitate the pick-up of the item. In case the pickup cannot be arranged through Hasti, you can return the item through a third-party courier service. In this case, return fees shall be paid by the seller.
Lifestyle and Home products including Clothing, Footwear, Eyewear, Fashion & Home Accessories, Jewellery: Customers have 30 days to initiate the exchange.
How does Hasti check products which are being returned?
Pick-Up and Processing Returns:
After pick-up, your product will be checked for the following:
- Right Product
IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be attached and legible.
- Entire Product
All in-the-box accessories and components (like starter kits, instruction manuals, parts or pieces, etc.), freebies and combos (if any) should be present.
- Unused Product
The product should be unsoiled, unused, unwashed; without any stains and with any quality check seals/ warranty seals that came with it.
- Undamaged Product
The product and all its components should be undamaged and without any scratches, stains, dents, tears or holes.
- Undamaged Packaging
The item’s original packaging and box should be undamaged.
The Hasti team may refuse to accept the return if any of the above conditions are not met.
For any products for which a refund shall be given, the refund will only be processed once the returned product has been received by the seller, fulfilling all the above conditions.
What is Hasti’s replacement policy?
If you have received a product in defective or damaged condition, or if it is not as described on the website, you can make use of Hasti’s Replacement Policy to get a brand new replacement at no extra charge. For Apparel and Footwear, you can also raise an exchange request for a different size/colour.
- Returns, including all replacements and pickups are processed free of cost.
- In you are eligible for a refund, the entire amount already paid, including shipping and gift-wrapping charges, is transferred back to your account.
- We always do our best ease the pickup process, especially if you have to return your product. In most cases, we deliver the replacement when we do the pickup.
- In other cases, we ensure that pickup is arranged at your earliest convenience and we ship the replacement as soon as we receive the item from our delivery partner.
- In the rare case where a pickup cannot be performed in certain locations, you can ship the product through any other courier service. We will reinburse the shipping charges against the original receipt.
- Replacement of an item is subject to availability of stock with the seller. In case a replacement is unavailable, seller will refund the amount paid for the product.
Returns are subject to the return policy that is applicable to the product category and the respective seller. Learn more about return policy period applicable for different categories here.
Special cases: when we can’t do a Return:
There are certain scenarios which prevent us from doing a return:
- If the return request is made beyond the specified time frame
- If the item is damaged or used
- Certain categories like innerwear, socks, freebies, etc. cannot be returned
- Any consumable item which has been opened or used
- Products with damaged or missing serial numbers
- If anything is missing from the package you've received including price tags, labels, original packing, freebies and accessories
- Made-to-order / custom accessories
- Fragile items, hygiene-related items
When will I receive my requested replacement?
Once a replacement request is initiated, we send you an email detailing the pickup process and providing details about the replacement.
In most cases, the replacement will be delivered to you at the time of pick-up of the original item. In all other cases, the replacement/refund is initiated after the originally delivered item is picked up.
If you don't receive the return within the promised time frame, please contact us immediately.
How does the pickup happen?
Once you have initiated the request for a replacement, we will schedule the pickup of the original product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
- We arrange for pickup from most locations. Please follow the instructions you received by email upon initiating the replacement request.
- In case we are unable to pick up the item from your location, you can ship it back to the seller. We will reimburse the shipping charges against the original receipt.
- Include all price tags, labels, original packing and invoice along with the product. Pack the item safely so that it does not get damaged in transit.
- Note the Return ID on the package so that we can confirm that it’s your return
- Please include the seller's address as specified in the email sent to you
- Please keep the original receipt for the delivery charges you have paid, if any, as it will be required to reimburse said charges. Also note down the courier tracking number for reference.
The refund/replacement will be initiated as soon as the seller receives the item.
I changed my mind and would like to keep the product. What should I do?
Please call us a to cancel your return request and we will process the cancellation. In case the replacement is already dispatched, you can reject the replacement item when it is delivered.
What happens if my requested replacement item is out of stock?
Replacements/Exchanges are subject to their availability with the seller. If the product is out of stock or a replacement/exchange cannot be issued, a full refund will be provided upon successful pickup of the product.
Why has my return request been declined?
Perhaps the item you returned is used, damaged or original tags are missing. For more details, please contact our customer care team via phone or email.
Why didn’t the pickup of my product go through?
If Hasti’s team makes three or more attempts to pick up the item, and the item is not picked up upon the third attempt, then the pickup request will be marked as failed. You can initiate a new return request if the product meets the return criteria and is still within the 30 days return period. For more details, please call our customer care team via phone or email.
Why has my returned product been re-shipped?
If the item you have returned is used, damaged or the original tags or MRP tags are missing, it could be re-shipped to you. For more details, please call our customer care.