Refund policy

We want you to be happy with what arrives. This policy explains when you can cancel, when you can return, and exactly how long a refund takes. It applies to every order placed on hiwe.co.in.

Cancelling an order

  • Before dispatch — you can cancel within 12 hours of placing it, or any time before dispatch, at no charge. Email store.hiwe@zohomail.in with your order number, or call us. We refund the full amount, including any shipping you paid.
  • After dispatch — we can no longer stop the parcel. Refuse delivery, or raise a return once it arrives, and we will refund the item value once the parcel is back with us.
  • If we cancel — stock shortfall, an unserviceable pincode, a failed fraud check or a pricing error. We tell you why and refund 100% of what you paid.

Returns

We sell physical personal care products including oral care, skin care, and hair care, so hygiene limits what can come back.

Unused products

You can return a product within 3 days of delivery if it is unused, with its seal intact and in its original packaging. Email store.hiwe@zohomail.in with your order number to start the return.

We will always take it back

Tell us within 3 days if the parcel arrived:

  • damaged, leaking or broken;
  • with the wrong item, wrong variant or wrong pack size;
  • with something missing from the order;
  • expired, or too close to its best-before date to use;
  • with a tampered or opened seal.

Email store.hiwe@zohomail.in within 3 days of delivery with your order number and photos of the item, the label and the outer packaging. Photos let us settle most of these the same day without sending the parcel back.

What we cannot take back

  • Products that have been opened, used or part-used, unless they were faulty.
  • Personal-care, intimate-hygiene and food items where the seal is broken.
  • Items returned without their original packaging, labels or free gifts.
  • Anything marked non-returnable or final-sale on its product page.
  • Requests raised after 3 days from delivery.
  • Opened products returned for reasons of preference — a scent, texture or taste you did not enjoy. We list ingredients in full so you can decide before buying, and we are glad to answer questions first.

How a return runs

  1. You raise it by email or phone, with photos.
  2. We confirm within one business day whether it is a refund, a replacement, or a pickup.
  3. Where a pickup is needed, our courier collects from the delivery address, usually within 2–4 business days. Keep the item in its original packaging. Where our courier does not serve your pincode we will ask you to self-ship and we reimburse the actual courier cost against a receipt.
  4. We check the item on arrival, and process the refund or dispatch the replacement.
  5. Return shipping is on us whenever the fault was ours.

Refunds

  • Refunds go back to the original payment method — the same card, UPI ID, wallet or bank account. We cannot redirect a refund elsewhere.
  • We initiate the refund within 5–7 business days of approving the return, or of cancelling the order. Your bank or wallet then takes its own time to post it: UPI is usually instant to 3 days, cards 5–10 business days, net banking 3–7 business days.
  • You get an email the moment we initiate it, with a reference number you can quote to your bank.
  • Shipping charges are refunded when the whole order is cancelled or the fault was ours. On a partial return we refund the item value.
  • Discounts are refunded proportionally. If a return drops an order below a free-shipping or offer threshold, the benefit is adjusted out of the refund.
  • We do not refund in cash, and we do not issue store credit unless you ask for it.

Failed and duplicate payments

If money left your account but the order did not confirm, the payment aggregator normally reverses it automatically within 5–7 business days. If it has not appeared by then, send us the transaction reference and we will chase it with the aggregator and your bank. Charged twice for one order? Tell us — we refund the duplicate in full.

Undelivered and returned-to-origin parcels

If a parcel comes back because the address was incomplete, nobody was available across the courier's attempts, or delivery was refused without a fault on our side, we refund the item value once it reaches our warehouse and retain the shipping charge.

Chargebacks

Please talk to us before raising a chargeback with your bank — we can usually settle it faster ourselves. If a chargeback is raised, we will share order, delivery and communication records with the bank and the payment aggregator as part of their process.

Questions

  • Legal entity: Vimal Baheti HUF
  • Registered address:
    G-11, Tirupati Mansion, Near Bank of India E-gallery
    Bhagwan Marg, Near Vivek Vihar Metro Station
    Jaipur, Rajasthan 302019
  • GSTIN: 08AAOHV4177K1ZA
  • Email: store.hiwe@zohomail.in
  • Phone and WhatsApp: +91 8764142221
  • Hours: Monday to Saturday, 10:00–18:00 IST (closed on public holidays)

Unhappy with how a refund was handled? Escalate on our Grievance Redressal page.

Last updated: 11 October 2026. This applies to hiwe.co.in.