This Cancellation & Refund Policy explains your rights and the procedures for cancellations, returns and refunds at Hapverse Private Limited ("Haper").
1. Order cancellations by you
- You may cancel your order from within the Haper app within 1 minute of placing it, free of charge.
- After 1 minute, your order moves into packing and cannot be cancelled, as our store team has already started preparing it.
- There are currently no cancellation charges. We reserve the right to introduce cancellation charges in future, with appropriate notice.
2. Order cancellations by Haper
We may cancel an order in cases such as:
- Items are unavailable or out of stock.
- Your address is outside our service area.
- We are unable to reach you to confirm or deliver.
- Suspected fraud, abuse or violation of our Terms & Conditions.
- Operational disruptions outside our control.
If we cancel an order for which you have already paid, we will refund the amount per the refund process below.
3. Returns & doorstep inspection
For your safety and ours, returns are accepted only at the doorstep, in the presence of our delivery rider. Please inspect your order before the rider leaves. You may refuse or return any item that is:
- Damaged, leaking or visibly spoiled
- Past its best-before / use-by date
- Wrong, missing, or different from what you ordered
We are unable to accept return claims after the rider has left the delivery location. We request your understanding — this is to maintain hygiene, prevent misuse, and to be fair to all customers.
4. Refunds
- All refunds are issued as credits to your Haper wallet.
- Wallet refunds are instant and visible in the app immediately.
- Wallet credits do not expire and may be used to pay for any future order.
- Wallet credits are not withdrawable to a bank account, and cannot be transferred or exchanged for cash.
- For orders paid by Cash on Delivery, refunds for items returned at the doorstep are issued as wallet credit.
4A. Returns, replacement & exchange for damaged or incorrect products
In addition to the doorstep window above, for eligible orders (such as non-perishable goods, appliances, or other items where the issue is not visible at the doorstep) returns are accepted within 7 business days of delivery.
For replacement, exchange, or damaged products, we will process the exchange within 5 days of receiving the returned product. The replacement item will be delivered within 6 working days thereafter.
To raise a post-delivery return, replacement or exchange request, contact support@haper.in with your order ID, photos of the item, and a brief description of the issue.
5. Items not eligible for return
Returns are limited to the doorstep window described above. Items that have been opened, consumed in part, or where the seal has been broken (and the issue is not visible damage or spoilage) are not eligible for return.
6. How to raise a claim
- Inspect your order at the doorstep.
- If anything is wrong, point it out to the rider immediately.
- Hand back the affected item(s) to the rider.
- You will receive an instant wallet credit for the value of the returned items.
For other concerns, please write to support@haper.in or call +91 77629 29756 during 10:00 AM – 6:00 PM (Mon – Sat).
7. Disputes
If you are unable to resolve an issue with our customer support team, please escalate via our Grievance Redressal process.
8. Changes
We may revise this policy from time to time. Material changes will be communicated via the app or website. The "Last updated" date reflects the latest revision.