Shipping And Cancellation

STANDARD SERVICE

Almost all the standard orders placed in Hi9 are delivered within 3-4 business days in urban areas and in rural areas the delivery time frame is 5-10 business days from the date of order shipped. Shipping Charge- A nominal shipping charge of Rs 60 is levied on orders below Rs 1000. Please note for order above Rs 1000 there is no shipping charge.

HOW DOES THE DELIVERY PROCESS WORK?

Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.

  • Once they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner. Our delivery partners then bring the package to you at the earliest possible date. In case they are unable to reach your provided address at a suitable time, they will contact you to resolve the issue.
  • For Cash on Delivery (CoD) orders above Rs 350, our Customer Service team will get in touch with you to confirm your order before it is placed and prepared for shipping. ) For COD orders a minimal amount of Rs 30 will be levied as a convenience handling charge.
MY ORDER HAS BEEN SHIPPED. NOW HOW CAN I TRACK IT?
  • Once your order has been dispatched, you will receive an email/SMS with the details of the tracking number and the courier company that is processing your order.
    You can track the status of your package 24-48 hours after your order is dispatched from our warehouse.
Cancellation before shipment:

If you wish to cancel the order, then you can do it from your end within the stipulated time frame. Please note that cancellation can only be done if the order is not shipped. In case you are unable to do so then you can write to our customer support team on info@hi9.co.in or call us on 011-28542824 (Monday to Saturday, 10am to 6pm.

In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.

Refund upon cancellation

In case of cancellation before shipment, we process the refund within 7 working days after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

  • payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
  • cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
    In addition, we also provide the hassle-free option of refund through Hi9 coupons, which can be used during future purchases.
What if I used discount vouchers or loyalty points during the time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

Returns, Replacements and Refunds
    How do I return an item purchased on Hi9?

Hi9 offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 7 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in you order.

  • Contact our Customer Support team via email info@hi9.co.in within 5 business days of receiving the order.
  • Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
  • We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Which are the items that cannot be returned/ exchanged?
    Returns will not be accepted under the following conditions:
  • Product is damaged due to misuse/overuse
  • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
  • Serial Number is tampered with.
  • Defective products that are not covered under Seller/Manufacturer’s warranty
  • Product is used or altered
  • If request is initiated after 5 business days of order delivery
  • Free product provided by brand
Categories not eligible for Return:

In order to make the return and exchange smoother one please make sure that the product should be unused, undamaged and is sealed. In case it is not sealed we will not be able to process return/exchange for the same. Also for body washes and body lotions there is no return and exchange.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner/website. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 2 days of receiving the order:

  • Contact our Customer Support team via email info@hi9.co.in within 5 business days of receiving the order.
  • Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
  • We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

  • payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
  • cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days’ for the amount to reflect in your account.
    In addition, we also provide the hassle-free option of refund through Hi9 coupons, which can be used during future purchases.