Returns and refunds policy

Period

You may request the return of any item within 7 days of receiving the order, from the order page in the app, stating the reason and attaching a photo if needed.

What cannot be returned

• Fresh and perishable products once accepted on delivery, unless damaged or non-conforming at the time of delivery.
• Opened or used products whose resale the law prohibits (medicines, personal-care products).
• Customised items or items prepared to special order.

Stages

1. Request received: you get a confirmation and the item's collection from your address, or its hand-over to the store, is arranged.
2. Inspection: the store or the Cloud warehouse checks the condition within two business days.
3. Refund: the amount returns to your Hayina wallet immediately, and you can withdraw it to your bank account from the app.

Cancelled orders

Whatever is cancelled before preparation is refunded in full immediately. Whatever is cancelled after the courier has left may have the delivery fee deducted.

A dispute with the store?

Message support from the app; the Hayina team mediates and decides under this policy and the E-Commerce Law, and its decision is executed from the Hayina wallet.