Last updated: 27 October 2026
Every Hitayu product is handmade in small batches, and we want you to be happy with what you receive. This policy applies to orders placed on our website by [Business legal name].
1. Cancelling an order
- Before dispatch: you can cancel your order any time before it is dispatched, and you will receive a full refund. Write to care@hitayu.store or message us on WhatsApp ([Support phone]) with your order ID as soon as possible.
- After dispatch: once your parcel has been handed to the courier, the order cannot be cancelled. If you refuse the parcel at delivery without a valid reason, we may deduct shipping costs from any refund, and we may restrict COD on future orders.
- We may cancel an order if an item is out of stock, an address cannot be served or we suspect fraud. In that case you will receive a full refund of any amount paid.
2. Returns
Soaps and lip balms are personal-care products, so for hygiene and safety we cannot accept returns because of a change of mind, scent or colour preference, or because the product has been opened or used.
We will accept a return, replacement or refund only if the item is:
- damaged during transit,
- defective, or
- not what you ordered (wrong item or missing item).
To qualify, you must report the issue within 48 hours of delivery and share clear photos or an unboxing video showing the parcel (including the shipping label), the packaging and the affected product. Slight natural variations in colour, shape or texture in handmade products are not treated as defects.
3. How to request a refund or replacement
- Email care@hitayu.store or message us on WhatsApp at [Support phone] within 48 hours of delivery.
- Include your order ID, your registered mobile number, a short description of the problem, and the photos or unboxing video.
- Our team will review your request and reply within 2 working days. In some cases we may ask you to return the item; we will arrange pickup or tell you where to send it, at our cost.
4. Replacements
If your request is approved, we will offer a replacement of the same item when stock is available. If it is not, or if you prefer, we will refund you instead. Replacements are shipped free of charge.
5. Refunds
- Approved refunds are made to your original payment method (UPI, card or net banking) within 5–7 working days after approval. Your bank or card issuer may take a few extra days to show the credit.
- Cash on Delivery orders: since no online payment was made, we will refund by UPI or bank transfer. We will ask you for your UPI ID or bank details by email or WhatsApp. Please share them only with care@hitayu.store or our official WhatsApp number.
- For prepaid orders cancelled before dispatch, the full amount, including delivery charges, is refunded.
- For approved refunds on damaged, defective or wrong items, we refund the product price and the delivery charge you paid.
6. Failed or double payments
If money was deducted but your order was not confirmed, or you were charged twice, the amount is usually returned automatically by Razorpay or your bank within 5–7 working days. If it does not arrive, write to us with your payment reference and we will help you trace it.
7. Contact us
For any cancellation or refund query, reach out to care@hitayu.store or [Support phone]. You can read our Shipping Policy and Terms & Conditions for related information.