Return & Cancel Policy

Effective Date: 6 Jan 2026

Definition of Return

A return refers to the action of giving back an item purchased on backup-wp.hiven.world by the Buyer to the Seller. Returns may arise in the following situations:

• Item received was defective
• Item was damaged during shipping
• Products were missing from the order
• Wrong item was sent by the Seller

In most cases, a return will result in a refund or replacement.

Important Points to Note

• Sellers can always accept returns, regardless of their individual return policies.
• If a Seller rejects a return request, the Buyer may file a dispute under the Buyer Protection Program*.
• Buyers are encouraged to carefully review product listings before purchasing. If the Buyer orders the wrong item, they will not be entitled to a return/refund.
• Refund requests must be raised within 10 days from the date of payment realization by contacting us via our Toll-Free Number.

Return Options Available to Sellers

When closing a return request, Sellers may choose one of the following:

• Replace after shipment collection – Replacement is sent after logistics team collects the original shipment.
• Refund after shipment collection – Refund is issued after logistics team collects the original shipment.
• Refund without shipment collection – Refund is issued without requiring the original item to be returned.
• Replace without shipment collection – Replacement is provided without requiring the original item to be returned.

Additional Notes

• On certain promotional/special offer days, separate return policies may apply.
• If the Seller accepts a return, the Buyer must return the product, after which the refund will be credited to their account.
• If the Seller does not close the return ticket within 3 days of notification, the refund will be automatically processed in favor of the Buyer.