Cancellation & Refund Policy
This is HisGro's Cancellation and Refund Policy. Please read it together with our Return Policy and Terms & Conditions.
How can I cancel my order?
Cancellation of an order can be requested at any time before the order is delivered. To cancel, email support@hisgro.com with your order ID, or sign in to your account and use the cancel option where available. Orders can usually be cancelled before they are shipped or dispatched.
Prepaid orders
- For orders in statuses prior to delivery, the refund will be processed to the original payment method, which may take 5-7 business days after refund initiation.
- For orders that have already been shipped (status such as Shipped or In Transit), a request will be sent to our logistics partner to return the order. Returns are usually initiated within 24 hours after cancellation, and refunds are processed only once the return process has been initiated.
- If our courier partner attempts delivery after cancellation, please decline the delivery. If the order is accepted, we may arrange a reverse pickup. Products must remain sealed and unused for return eligibility.
- If the order is successfully delivered, we will not be able to process a cancellation refund. Please refer to our Return Policy.
How will I know about the status of my cancellation or refund?
- You will receive a confirmation message via email, WhatsApp or SMS once your cancellation request is successfully processed.
- You will also receive a refund reference ID notification from our payment partner.
- Refunds generally reflect in your original payment method within 5-7 business days after the refund reference ID is generated.
Can I return my order?
General returns are accepted only if the product is sealed, unused and in its original packaging, and you notify us within 7 days of delivery. In addition, we will gladly provide a replacement or full refund if the request is raised within 7 days of order delivery in the following situations:
- Wrong product delivered
- Missing products in the order
- Damaged products received
- Expired products delivered
To request a replacement, please contact our support team. We may request additional information or images before processing the request. Once a replacement is approved, a new order will be created and you will be notified.
Miscellaneous
In rare cases, there may be technical failures at the payment partner's network due to which a refund reference ID may not be generated. In such situations, please contact our support team. After verification, we will provide a secure refund claim link within 24 hours.
Contact us
If you have any questions regarding our Cancellation & Refund Policy, please contact us at support@hisgro.com.