Refund policy

Return & Refund Policy

Last Updated: 20th August 2026

At Hoigo , we want you to be genuinely happy with your purchase. If something isn't right with your order, we're here to help.

This Return & Refund Policy explains when you can request a return, replacement, exchange, or refund, and what you need to do to start the process.

Nothing in this policy limits any consumer rights or remedies available to you under applicable Indian law.

1. Return Eligibility

We accept returns for eligible products when the following conditions are met:

  • The return request is made within 7 days of delivery.

  • The product is unused and in its original condition.

  • The product has not been damaged, altered, washed, assembled incorrectly, or otherwise used in a way that affects its resale condition.

  • The product is returned with its original packaging, accessories, and included items, where applicable.

  • You provide your order number and the information reasonably necessary for us to process the request.

Some products may have different return conditions because of their nature. Please see the Non-Returnable Items section below.

Important: These conditions do not restrict your rights where a product is defective, damaged, incorrect, or otherwise fails to meet applicable legal requirements.

2. Return Timeframe

You must contact us within 7 days of receiving your order to request an eligible return.

To start a return, email us at:

Hoigo.india@gmail.com

Please include:

  • Your full name;

  • Order number;

  • Product you wish to return;

  • Reason for the return; and

  • Photographs/videos where relevant.

Once we receive your request, we will review it and provide instructions for the next steps.

Please do not send a product back to us without receiving return instructions first.

3. Return Approval

After reviewing your request, we will confirm whether the product is eligible for return.

If approved, we will provide:

  • The return address;

  • Packaging instructions;

  • Return shipping instructions; and

  • Any other information required to complete the return.

Returned products may be inspected after we receive them.

If the returned product does not meet the applicable return conditions, we may contact you to discuss the available options.

4. Return Shipping Costs

Change-of-mind returns

For eligible returns made because you have changed your mind, selected the wrong product, or no longer require the product:

Return shipping cost: Customer Pays

Damaged, defective, or incorrect products

If you receive a product that is damaged, defective, incorrect, or materially different from what you ordered, Hoigo will cover the reasonable return shipping cost where applicable.

We may arrange a return pickup or provide return-shipping instructions depending on your location and the circumstances.

We will not ask you to bear a return cost where applicable law requires us to provide a remedy without such cost.

5. Refund Process

Once an approved return reaches us, the product will be inspected where necessary.

If the return is approved for a refund, we will initiate the refund within 5-7 after the return has been approved.

Refunds will generally be made to the original payment method used for the purchase.

The time taken for the refunded amount to appear in your bank account, card, UPI account, or other payment method may depend on your bank or payment provider.

Please note: Shipping charges may be non-refundable for change-of-mind returns unless otherwise stated or required by applicable law.

6. Refund Timing

The typical process is:

Return request → Approval → Product returned → Inspection → Refund initiated → Payment provider processes refund

Our processing time after receiving and approving an eligible return is:

5-7 days

After we initiate the refund, your payment provider may require additional time to credit the amount to your account.

If you believe a refund is overdue, contact us at Hoigo.india@gmail.com with your order number.

7. Exchanges

We may offer exchanges for eligible products, subject to availability.

If you would like to exchange an item, contact us within 7days of delivery at Hoigo.india@gmail.com

Depending on the circumstances, an exchange may be available for:

  • A different size or variant;

  • A different colour;

  • The same product due to a defect; or

  • Another eligible product of equivalent value.

If the replacement product has a higher price, you may need to pay the difference.

If the replacement product has a lower price, Store credit will be provided

If the requested replacement is unavailable, we may offer a refund or another appropriate resolution.

8. Damaged Products

We carefully inspect and package orders before dispatch, but products can occasionally be damaged during transit.

If your product arrives damaged, please contact us within 7days  of delivery at Hoigo.India@gmail.com

Please provide:

  • Your order number;

  • Photographs of the product;

  • Photographs of the packaging;

  • A short description of the damage; and

  • A video, if reasonably necessary to demonstrate the issue.

Where possible, please retain the original packaging until the issue has been resolved.

After reviewing the issue, we may offer a:

  • Replacement;

  • Repair, where appropriate;

  • Refund; or

  • Other appropriate remedy.

The remedy will depend on the nature of the issue and applicable law.

9. Defective Products

If you believe your product has a manufacturing or product defect, please contact us at Hoigo.India@gmail.com within 7 days of discovering the issue.

Please describe the problem and provide photographs or videos where appropriate.

We may ask for additional information to understand the issue.

If the product is confirmed to be defective, we will provide an appropriate remedy in accordance with applicable law, which may include a replacement, repair, refund, or other resolution.

10. Incorrect or Missing Items

If you receive an item that you did not order, or an item is missing from your order, please contact us within 7days of delivery.

Email Hoigo.India@gmail.com with your order number and relevant photographs.

If we have made an error with your order, we will work to correct it as quickly as possible and, where appropriate, arrange a replacement or refund without charging you for the additional return or replacement shipping.

11. Non-Returnable Items

Unless otherwise required by applicable law, the following products may not be eligible for change-of-mind returns:

  • Customised or personalised products made specifically for you;

  • Products made according to customer-specific specifications;

  • Products that have been used, damaged, altered, or modified after delivery;

  • Products returned without their required original components or packaging where those components are necessary for resale;

However, a product being listed as non-returnable does not remove your rights in relation to products that are defective, damaged, incorrect, or otherwise covered by applicable consumer-protection law.

12. Sale and Discounted Items

Products purchased during a sale or using a promotional discount are eligible for returns according to the same return conditions unless the specific promotion clearly states otherwise.

Where a product is marked as final sale/non-returnable before purchase, the applicable terms will be displayed at the time of purchase, subject to your statutory rights.

13. Gifts

If an eligible product was purchased as a gift, the original purchaser may generally need to initiate the return or exchange.

Where appropriate, we may offer an exchange or store credit to the gift recipient.

14. Order Cancellation

If you wish to cancel your order, contact us as soon as possible at Hoigo.India@gmail.com.

We will try to accommodate cancellation requests received before the order enters processing or dispatch.

Once an order has been dispatched, cancellation may no longer be possible and the order may instead need to be handled under the applicable return procedure.

Where an order is successfully cancelled after payment, the applicable refund will be initiated according to the refund process described in this policy.

15. Return Exceptions and Consumer Rights

We aim to make our return policy straightforward and fair.

Nothing in this policy is intended to exclude, restrict, or waive any right or remedy that you may have under applicable Indian consumer-protection or other laws.

If a product is defective, damaged, not as described, or otherwise fails to meet applicable legal requirements, we will work with you to provide an appropriate remedy.

16. How to Start a Return

Starting a return is simple:

Step 1: Email us at Hoigo.India@gmail.com within 7 days of delivery.

Step 2: Provide your order number, the product concerned, and the reason for the return.

Step 3: Provide photographs/videos if requested.

Step 4: Wait for our confirmation and return instructions.

Step 5: Pack and send the product according to the instructions provided.

Step 6: Once we receive and approve the return, we will process the applicable refund or exchange.

17. Contact Us

If you have any questions about returns, exchanges, damaged products, or refunds, please contact us:

Hoigo
Address: Delhi,India
Email: Hoigo.India@gmail.com
Phone/WhatsApp: 9354986393
Customer Support Hours: 8 am -10 pm

When contacting us about a return or refund, please include your order number so that we can assist you as quickly as possible.

We want you to feel confident ordering from HOIGO. If something isn't right, reach out to us—we'll do our best to make it right.