Refund & Replacement Policy – Hespa
1. What We Offer
We offer a 7-day replacement guarantee for any product with manufacturing defects. If a suitable replacement is not available, we will initiate a full refund to the original payment method.
2. Return Conditions & Customer Responsibility
For any replacement request, the customer must:
Send the not-working or defective product to Hespa warehouse using a trusted courier service.
Pay the return shipping cost, as we operate on very low margins and cannot support free reverse shipping.
If the customer chooses pickup through our 3rd-party courier partner, they must pay the pickup fee, which may range between ₹99 to ₹144, depending on service availability in their pincode.
⚠ Replacement or refund cannot be initiated until the returned product is physically received and verified by our team.
3. Replacement Timeline
| Case | Policy |
|---|---|
| Not working / manufacturing defect | 7-day replacement window from delivery |
| Under warranty (3/6/12 months) | Customer must courier the item to us, we will repair and resend |
If courier service is not available for reverse pickup in customer pincode, the customer must self-ship the product.
If a product is reported defective but not returned within 12 days, the request becomes invalid and no replacement/refund will be processed.
4. Refund Eligibility (Only for special cases)
If a customer insists on refund within 7 days of delivery, refund may be accepted only for selected products after review and approval.
In refund cases, the following deductions may apply based on order value:
Refund Fee Structure
₹99 → Order value under ₹300
₹115 → Order value ₹300 to ₹500
₹129 → Order value ₹500 to ₹1000
₹220 → Order value ₹1000 to ₹2000
₹250 → Order value above ₹2000 (Exact fee will be informed after review)
Orders above ₹2000 will be checked manually and refund fee will be informed by support team.
⚠ Refund eligibility depends on product category and condition as verified after return.
5. Product Inspection After Return
Returned products will be checked. Replacement/refund will be rejected if:
Protective film/sticker is removed
Product is used, dirty, wrong model, damaged by customer, or glue-installed
Customer shipped item is wrong, damaged, used, or received for reasons not registered in complaint
In such cases:
Customer will be informed
Product may be returned back to customer
No replacement/refund will be provided
6. Return Without Informing
If a customer sends a return without informing Hespa support, the request will be considered invalid.
Before returning, customer must contact us via:
📩 Email :support@gohespa.com
📞 Call : 8826643579
💬 WhatsApp
or Customer Support Helpline
7. Shipment Issues
If the return courier is:
Lost in transit
Not delivered
Fake delivered / false marked
Shipment stuck or delayed
Then:
The customer must contact the courier company directly
Hespa will not be responsible for refund/replacement in such cases
Shipping disputes must be solved by the customer
8. External Payment Fraud Alert
Hespa Stores or Hespa employees will never ask for payment through any external links claiming:
“Shipment stuck”
“Processing charge”
“Delivery fast”
“Custom clearance”
“Package released”
⚠ Hespa never requests money outside official payment channels.
Please stay safe from online fraud and scams.
9. Marketplace Complaint Rules
Complaints from Amazon, Flipkart, JioMart, or any other external marketplace must be raised by the customer on their respective support channels.
Hespa will only assist for orders placed on:
🌐 www.gohespa.com
10. Final Policy Notes
No return fee = No replacement/refund
Product must reach our warehouse first
Warranty is valid only for testing/manufacturing defects
Installed or used products = Warranty void
Non-genuine complaints = Not accepted
Return shipment loss = Customer responsibility
Replacement order once shipped = Cannot be canceled or refunded
Effective Date: 01 Jan 2026