FAQs

Payments

 

What is Cash on Delivery?

 

If you are not comfortable making an online payment on Hneeds.in, you can opt for the Cash on Delivery (C-o-D) payment method instead. With C-o-D you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online.

 

The maximum order value for a Cash on Delivery (C-o-D) payment is ₹5,000. It is strictly a cash-only payment method. Only Indian Rupees accepted.

 

How do I pay using a credit/debit card?

 

We accept payments made by credit/debit cards issued in India.

 

Credit cards

We accept payments made using Visa, MasterCard and American Express credit cards.

To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank's page for entering the online 3D secure password.

 

Debit cards

We accept payments made using Visa, MasterCard and Maestro debit cards.

To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment.

 

Is it safe to use my credit/debit card on Hneeds?

 

Your online transaction on Hneeds is secure with the highest levels of transaction security currently available on the Internet. Hneeds uses 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.


All credit card and debit card payments on Hneeds are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification. 

What steps does Hneeds take to prevent card fraud?

 

Hneeds realizes the importance of a strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team.

In the rarest of rare cases, when our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder. We apologise for any inconvenience that may be caused to customers and request them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions.

What is a 3D secure password?


The 3D secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the "Verified by VISA" and "MasterCard Secure Code" services, respectively.

 

The 3D secure password adds an additional layer of security through identity verification for your online credit/debit card transactions. This password, which is created by you, is known only to you. This ensures that only you can use your card for online purchases.

 

Can I make a credit/debit card or Internet Banking payment on Hneeds through my mobile?

 

Yes, you can make credit card payments through the Hneeds mobile site and application. Hneeds uses 256-bit encryption technology to protect your card information while securely transmitting it to the secure and trusted payment gateways managed by leading banks.

 

 

How do I place a Cash on Delivery (C-o-D) order?

 

All items that have the "Cash on Delivery Available" icon are valid for order by Cash on Delivery.

 

Add the item(s) to your cart and proceed to checkout. When prompted to choose a payment option, select "Pay By Cash on Delivery". Enter the CAPTCHA text as shown, for validation.

 

Once verified and confirmed, your order will be processed for shipment in the time specified, from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment.

 

Terms & Conditions:

·         The maximum order value for C-o-D is ₹5000

·         e-Gift Vouchers or Store Credit cannot be used for C-o-D orders

·         Cash-only payment at the time of delivery.

  

Returns & Cancellations

How do I return an item purchased on Hneeds?

Conveniently place your return request online if you've received an item in a 'Damaged'. You may also conveniently do this on the Hneeds

 

Login to Hneeds, place a return request:

1. Create a Return Request

·         - Go to 'My Services'

·         - Click 'Return' to open the Return Request form

·         - Select 'Replacement' or 'Refund'

 

2. 'Item to be returned' is picked up

The item you wish to return will be picked up from your doorstep.

 

3. Replacement/Refund Initiated

Once the Seller receives the originally delivered item, a Replacement item is shipped or a full refund is issued.

 

Important Note:

Please ensure that the product is in unused and original condition. Include everything from the package you've received including price tags, labels, original packing, freebies and accessories

 

What is Hneeds Friendly Returns Policy?

Replacement

If you have received an item in a 'Damaged' or 'Defective' condition, or it is 'Not as Described' by the Seller, you may request a replacement at no extra cost. Return Policy is Seller specific and terms may differ. Please check the respective Seller's policy when buying or before initiating a return for a replacement.

Replacement is subject to availability of stock with the Seller. If the product is out of stock, you will receive a full refund, no questions asked.

 

Exchange

If you are not satisfied with the Clothing and Footwear item delivered, you can request an exchange in a different size or colour. All this again, at no extra cost to you. Be sure to check the Seller's Return Policy when buying or before initiating a return for exchange.

Exchange is subject to availability of stock with the Seller. If the product is out of stock, you will receive a full refund, no questions asked.

What is Hneeds Replacement Guarantee?

If you have received a product in a damaged condition , you can return it to get a replacement within 2 days of delivery from sellers with Hneeds Advantage or within 1 day of delivery from other Sellers.

Please contact us with a replacement request. The item will be recalled and a brand new replacement will be shipped to you, at no extra cost.

What items can I Exchange?


We hope you understand that the product can only be used for trial and cannot be used, Please include all price tags, labels, original packing and invoice along with the product.

 

 

 

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

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

 

When are Refunds provided?

We work to provide the most hassle-free online shopping experience. You are covered and your money safe.

Refunds are issued when

- Seller cannot provide replacement

- In-line with Buyer Protection, when a dispute has been ruled in your favour  

Seller allows Refunds on select categories under certain conditions. Please check with the individual Seller's Returns Policy.

 

I've still not received the refund to my bank account. Why?

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organisations for the same. 

Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.

 

I have changed my mind and would like to retain the product. What do I do?

Please call us to cancel your return request and we will do the needful. In case the replacement is already dispatched, you can reject the replacement item when it is delivered to you.

 

How do I cancel an order?

You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.

How long will it take to process my cancellation request? 

Once you request the cancellation of item(s) in your order, it will take us a maximum of 1-2 business days to cancel the order and initiate a refund. You will be notified of the same by email.

 

However, if you opt for having the money transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund by Hneeds

 

If I receive a wrong product, can I get it replaced?

We take utmost care to ensure customer satisfaction. Unfortunately, if you receive a wrong product please raise a replacement request or get in touch with us. You will also have the option to choose refund for the product.

 

I paid cash on delivery, how would I get the refund?

 

If you chose to pay Cash on Delivery, the refund will be credited either in the form an NEFT transfer to your bank account. For an NEFT transfer we would require the following details:

·         Bank Name

·         Account Holder Name

·         Bank Account Number

·         Branch Address

·         IFSC Code

  

What should I do if I find my package opened or tampered with upon delivery?

 

Hneeds believes in making your shopping experience perfect. However, if you receive an open or a tampered package, please do not accept it. We will look at it immediately and get back to you.

  

Do I have to pay any shipping and delivery charges?

Shipping and Delivery charges are particular to a product and have been mentioned on each product page. The charges will vary depending on your location. For many products on Hneeds, the shipping and delivery is provided free of cost.

 


Shipping

What are the delivery charges?

 

Delivery charge varies with each Seller.

Sellers incur relatively higher shipping costs on low value items. In such cases, charging a nominal delivery charge helps them offset logistics costs. The delivery charge may be waived off by some Sellers, if you shop with them for a minimum predefined value.

For example, we charges Rs 0 for delivery per item if the order value is less than Rs 500. While, orders of Rs 500 or above are delivered free. Please check with individual Sellers to understand their delivery charges.


Why does the delivery date not correspond to the delivery timeline of X-Y business days?

 

It is possible that the Seller or our courier partners have a holiday between the day your placed your order and the date of delivery, which is based on the timelines shown on the product page. In this case, we add a day to the estimated date. Some courier partners and Sellers do not work on Sundays and this is factored in to the delivery dates.


What is the estimated delivery time?

 

Sellers generally procure and ship the items within the time specified on the product page. Business days exclude public holidays and Sundays.

 

Estimated delivery time depends on the following factors:

The Seller offering the product

Product's availability with the Seller

The destination to which you want the order shipped to and location of the Seller.

 

Are there any hidden costs on items sold by Sellers on Hneeds?

There are NO hidden charges when you make a purchase on Hneeds. List prices are final and all-inclusive. The price you see on the product page is exactly what you would pay.


Delivery charges are not hidden charges and are charged (if at all) extra depending on the Seller's shipping policy.


Why does the estimated delivery time vary for each seller?

 

You have probably noticed varying estimated delivery times for sellers of the product you are interested in. Delivery times are influenced by product availability, geographic location of the Seller, your shipping destination and the courier partner's time-to-deliver in your location.

Please enter your default pin code on the product page (you don't have to enter it every single time) to know more accurate delivery times on the product page itself.


Seller does not/cannot ship to my area. Why?

Please enter your pincode on the product page (you don't have to enter it every single time) to know whether the product can be delivered to your location.


If you haven't provided your pincode until the checkout stage, the pincode in your shipping address will be used to check for serviceability.



Whether your location can be serviced or not depends on

Whether the Seller ships to your location

Legal restrictions, if any, in shipping particular products to your location

The availability of reliable courier partners in your location

At times Sellers prefer not to ship to certain locations. This is entirely at their discretion.

Why is the CoD option not offered in my location?

 

Availability of CoD depends on the ability of our courier partner servicing your location to accept cash as payment at the time of delivery.

Our courier partners have limits on the cash amount payable on delivery depending on the destination and your order value might have exceeded this limit. Please enter your pin code on the product page to check if CoD is available in your location.

I need to return an item, how do I arrange for a pick-up? 

Returns are easy. Contact us to initiate a return. You will receive a call explaining the process, once you have initiated a return.

Wherever possible ABC Logistics will facilitate the pick-up of the item. In case, the pick-up cannot be arranged through ABC, you can return the item through a third-party courier service. Return fees are borne by the Seller.


Check delivery at your pincode