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.

Partial returns

If you bought more than one unit of the same item, you choose how many units to send back and keep the rest. The refund is worked out on the returned quantity after its share of any coupon you used, and you can return the remaining units later as long as the seven days have not run out.

Photos

You can attach up to 4 photos of the problem to the request. Photos speed up the inspection and help the store decide; only the store concerned and the Hayina team can see them.

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 as soon as the return is accepted, and you can spend it on any order straight away.

Withdrawing the amount to your bank account

Refunds always go to the wallet; whether the amount can then go to your bank depends on how the order was paid:

• Paid online (by card, or from a balance you had topped up): 14 days after the refund it becomes withdrawable, and you request the transfer from the “Wallet” screen with your IBAN and the account holder's name. The amount is held from your balance when you request it; the finance team makes the bank transfer and records the transaction reference. If the transfer cannot be made, the amount returns to your wallet with the reason. The minimum transfer is ⃁ 20.
• Paid in cash on delivery: the refund is credit in your wallet to spend at any Hayina store, and is not transferred to a bank; the cash you paid was received by the store, not the platform.

The welcome credit is likewise store credit for orders and is not transferred to a bank, and the fourteen-day wait protects both sides until the order's state settles.

Delivery fees

The refund is the value of the returned product; delivery fees are not refunded through a return request. If the mistake was Hayina's or the store's, support compensates you for them.

If your request is rejected

You get a notification with the reason. You may submit the request again with clearer photos while the seven days last, or message support.

Cancelled orders

Whatever is cancelled before preparation is refunded in full immediately: the wallet share goes back to the wallet, and whatever was paid by card, Apple Pay or STC Pay returns to the same payment method automatically and shows on your statement within days, depending on the bank. 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.