Refund & Cancellation Policy

1. Order Cancellation Policy

Important: Once an order is confirmed and payment is processed, we cannot cancel the order. This policy is in place because we begin processing orders immediately to ensure fresh delivery.

1.1 Pre-Confirmation Cancellation

You may cancel your order only if the cancellation request is received before order confirmation. Order confirmation typically occurs within 1-2 hours of payment.

1.2 How to Request Pre-Confirmation Cancellation

• Call us immediately at +91 6282 904614
• Email us at hexanatura.info@gmail.com with your order number
• Use the "Contact Support" option in your order tracking

2. Refund Policy

2.1 Eligible for Refund

Refunds are provided only in the following cases:

• Damaged Products: If products arrive damaged or broken
• Wrong Product: If you receive a different product than ordered
• Failed Delivery: If the order couldn't be delivered due to our logistics partner's error

2.2 Not Eligible for Refund

• Change of mind after order confirmation
• Incorrect address provided by customer
• Customer unavailable at delivery time
• Product taste preference (as honey tastes vary based on floral source)
• Natural crystallization of honey (this is a natural process and doesn't affect quality)

3. Refund Process

3.1 Refund Request

To request a refund:

1. Contact us within 48 hours of delivery
2. Provide order number and clear photos of the issue
3. Our team will assess the issue within 24 hours

3.2 Refund Methods

Refunds will be processed through the original payment method:

• Credit/Debit Cards: 7-10 business days
• UPI: 3-5 business days
• Net Banking: 5-7 business days
• Wallet Payments: 1-3 business days

3.3 Partial Refunds

In cases where only part of the order is affected, we may issue partial refunds proportionate to the affected items.

4. Return Policy

4.1 Return Process

Due to the nature of food products:

• Returns are accepted only for damaged/wrong items
• We'll arrange pickup for the return items
• Products must be in original, unopened packaging
• Return requests must be made within 48 hours of delivery

4.2 Return Shipping

We cover all return shipping costs for eligible returns.

5. Quality Assurance

All our products undergo strict quality checks before dispatch. However, if you encounter any quality issues:

• Contact us immediately
• Provide batch number (printed on packaging)
• Share photos/videos of the concern

6. Contact for Refund/Cancellation Queries

For any questions regarding refunds or cancellations:

• Email: hexanatura.info@gmail.com
• Phone: +91 6282 904614 (10 AM - 5 PM, Monday-Saturday)
• WhatsApp: +91 6282 904614