Refund policy

We have a 3 day return policy for eligible items, which means you have 3 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return, contact us at connect@hinaruglobal.com. Returns must be sent to the following authorized facility:
Hinaru #15, 7th Cross, Vivekananda Layout, SM Road, T Dasarahalli, Bengaluru - 560057, Karnataka, India

If your return is accepted, we shall send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items:
Certain types of items cannot be returned under any circumstances:

  • Perishable Goods: Food, snacks, beverages or any items with an expiration date cannot be returned due to health, safety and hygiene regulations.
  • Custom/Personalized Products: Special orders, custom nutritional bundles or personalized items.
  • Personal Care & Hazardous Goods: Beauty products, personal care items, hazardous materials, flammable liquids or gases.
  • Sale Items & Gift Cards: We do not accept returns or offer refunds on sale items, clearance inventory or promotional gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have and once the return is accepted, make a separate purchase for the new item.

INTERNATIONAL REGIONAL COMPLIANCE ADDENDUM
Note to Global Consumers: Our core policy applies globally, subject to the statutory consumer protection laws of your respective country or region listed below.

1. European Union & United Kingdom (14-Day Cooling-Off Period)

  • Not withstanding the standard 3 day policy, if merchandise is being shipped into the European Union (EU) or the United Kingdom (UK) , consumers have a statutory right to cancel or return their order within 14 days of delivery for any reason and without justification.
  • Crucial Health & Hygiene Exception: In alignment with EU Consumer Rights Directive and UK Consumer Contracts Regulations, this statutory cooling off right does not apply to sealed perishable goods (such as food products or snacks) once the outer protective seal has been broken or opened after delivery, due to health protection and hygiene reasons. Non-perishable, sealed gear or merchandise must be unworn, unused, with tags and in its original packaging.

    2. Australia (Australian Consumer Law - ACL)
    For consumers purchasing in Australia, our goods come with statutory guarantees that cannot be excluded under the Australian Consumer Law.

    • Faulty/Defective Items: If a product has a major failure (e.g., is unsafe, damaged during transit or completely contaminated), you are entitled to a full replacement or refund. Hinaru will reimburse reasonable return postage costs for validated faulty items.
    • Change of Mind: In strict accordance with the ACL, we do not accept returns, exchanges or refunds for a "change of mind" regarding food items or perishable goods.

    3. United States (State & Federal E-Commerce Laws)
    For consumers in the United States, returns and refunds are governed at the state level.

    • Final Sale on Food: All food and perishable snack products are explicitly sold "as is" and are non-returnable and non-refundable unless they arrive damaged or defective.
    • Conspicuous Notice: This policy serves as our conspicuous notice. Any authorized non-perishable returns must be initiated within our standard windows and will be processed in accordance with the user's local state guidelines.

    4. United Arab Emirates (UAE) and Middle East
    In accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and Executive Regulations (Cabinet Decision No. 66 of 2023):

    • Defective Goods: Consumers have a statutory right to return or exchange products that are defective, damaged or do not match advertised specifications within 14 days of delivery.
    • Perishable Goods Exception: In accordance with UAE Ministry of Economy directives, perishable food items and customized goods are strictly exempt from the 14 day standard statutory return window for "change of mind" or general dissatisfaction, provided the product was delivered safe and free of defects.

    Refunds

    We will notify you once we have received and inspected your return and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days.

    Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we have approved your return, please contact us immediately at connect@hinaruglobal.com