Returns, Replacements & Refunds

Policy: Returns, Replacements & Refunds
Supersedes: the previous Return Policy dated 26 March 2026
Version: 2.0  |  Effective: 7 August 2026

This policy explains when you can get a replacement, a refund or a cancellation, and how to request one. The rules differ depending on which Horeka service you bought through, so please read the section that applies to your order. Your Order ID and confirmation email state which service was used.

1. Summary

Your statutory rights always apply. Nothing in this policy removes or limits the rights you have under the Consumer Protection Act, 2019 or the Sale of Goods Act, 1930 in respect of goods that are defective, unsafe, not as described, or not of merchantable quality. Where this policy is more restrictive than the law, the law prevails.

2. Horeka Quick orders

2.1 Returns are not available

Horeka Quick is a rapid-delivery service operating on thin margins and short delivery windows, with goods dispatched from neighbourhood sellers within hours of ordering. We do not accept returns on Horeka Quick orders for change of mind — that is, because you no longer want the item, ordered the wrong item, or found it cheaper elsewhere.

Please check your cart carefully before confirming. You can cancel free of charge at any time before the order is dispatched (see Section 5).

2.2 Replacement for manufacturing defects — 7 days

If a Horeka Quick product has a manufacturing defect, you may request a free replacement within 7 days of delivery.

A manufacturing defect means a fault arising from the manufacture of the product itself, such as:

• An appliance that does not power on or fails during normal use;
• A non-stick or coated surface that peels or flakes on first use;
• A seam, weld, handle or joint that fails under normal use;
• A vessel or container that leaks when used as intended;
• A part that is missing from a sealed pack, or a component that does not fit as designed.

It does not include damage caused by misuse, accidental damage, normal wear and tear, use contrary to the manufacturer’s instructions, or unauthorised repair.

What you get: a replacement of the same product. If an identical replacement is unavailable, we will offer a comparable alternative or, at your election, a full refund.

2.3 Damaged, wrong or missing items — 48 hours

If your Horeka Quick order arrives damaged, incomplete, or is not the product you ordered, report it within 48 hours of delivery. We will arrange a replacement or a full refund at your election, at no cost to you.

Please photograph the item and its outer packaging before disposing of anything. Retain the packaging until the issue is resolved.

Note: our previous Shipping Policy stated a 24-hour window for damage claims. That window is superseded by this policy and extended to 48 hours.

3. Horeka Discover orders

Horeka Discover connects you directly with independent neighbourhood sellers. The contract of sale is between you and that seller, and returns, replacements and refunds are governed by that seller’s own published policy, which is displayed on their storefront and on the product page before you order.

Before you buy, please read the seller’s policy. Sellers set their own terms on:

• Whether change-of-mind returns are accepted, and within what period;
• Whether the buyer or the seller bears reverse-logistics cost;
• Which categories are excluded;
• Whether refunds are issued in cash, as store credit, or as an exchange only.

3.1 The minimum standard we require of every seller

Whatever a seller’s own policy says, every seller on Horeka Discover is contractually required under the Seller Agreement to remedy — by replacement or full refund, at the buyer’s election and at the seller’s cost — any order that is:

• Delivered damaged;
• The wrong product, or materially not as described in the listing;
• Incomplete or missing declared components;
• Counterfeit, or not the brand represented;
• Unsafe, or lacking a mandatory certification such as BIS.

A seller cannot contract out of this minimum. Report such issues within 48 hours of delivery to the seller and to [email protected].

3.2 If a seller does not honour their policy

Raise it with us. We will require the seller to respond, may withhold settlement of the disputed amount under the Seller Agreement pending resolution, and will apply our Seller Performance, Suspension & Appeals Policy where a seller repeatedly fails to honour their published terms. See Grievance Redressal.

4. Items that cannot be returned or replaced

For hygiene, safety and statutory reasons, the following are excluded from returns and replacement, except where the item is damaged on arrival, not as described, or has a manufacturing defect:

• Personal care, hygiene and grooming products, whether electronic or manual — including tongue cleaners, cotton buds and pads, manicure and pedicure items;
• Products where the hygiene seal has been broken;
• Innerwear, bath gowns and towels once used or washed;
• Perishable and consumable goods;
• Made-to-order, personalised or custom-configured items;
• Products damaged by misuse, mishandling or unauthorised repair;
• Products returned without their original packaging, tags, manuals, accessories or free items;
• Gulaal, colours, crackers and other seasonal or hazardous consumables.

Washing or laundering a product is treated as use. A washed item is not eligible for replacement on grounds other than manufacturing defect.

5. Cancellations

5.1 Before dispatch

You may cancel any order free of charge at any time before it is dispatched, from My Orders in your account or by contacting support. No cancellation fee is charged.

5.2 After dispatch

Once a Horeka Quick order is dispatched it cannot be cancelled, because delivery typically completes within hours. If you refuse the delivery at your door, the order will be treated as a failed delivery and refunded less any delivery cost actually incurred by us and disclosed to you at the time of ordering.

5.3 Cancellation by us or by the seller

We or a seller may cancel an order, with a full refund and written reasons, where:

• The product is out of stock or the seller cannot fulfil it;
• Your address falls outside the serviceable area;
• There is a manifest pricing or listing error (see Payments, Pricing & Cancellations);
• We reasonably suspect fraud or abuse of this policy;
• Delivery is prevented by an event outside reasonable control.

6. How to raise a request

1. Open My Orders on horeka.co or in the app, select the order, and choose Report an issue; or email [email protected], or WhatsApp +91 97112 24651.
2. Provide your Order ID, the item affected, and a description of the problem.
3. Attach photographs or a short video showing the defect or damage, and a photograph of the outer packaging.
4. We will acknowledge within 24 hours and tell you the outcome within 3 working days.
5. If a replacement or return is approved, we will arrange doorstep pickup at a time slot you choose. You do not need to post anything to us.

Keep the item in its original packaging with all tags, accessories and free items until pickup. Our pickup agent will conduct a brief condition check at your door.

7. Refunds

7.1 Timelines

Timelines run from the point the returned item is picked up and the request approved, or immediately on approval where no pickup is required. The final leg depends on your bank or card issuer and is outside our control.

7.2 Failed and disputed transactions

Where money has been debited but the order did not confirm, the refund is processed in accordance with the RBI Harmonised Turn Around Time framework. If auto-reversal does not occur within the prescribed period, you are entitled to compensation of ₹100 per day of delay beyond the prescribed timeline, credited automatically without you needing to claim it.

7.3 What is refunded

Where a refund is due because the item was damaged, defective, wrong or not as described, you receive the full amount paid, including delivery charges. Where a refund arises for any other reason, delivery charges actually incurred and disclosed to you may be retained.

Refunds are always made to the original payment method. We will not refund to a different instrument or a third party’s account, for fraud-prevention reasons. Store credit is offered only where you expressly choose it.

8. Abuse of this policy

This policy exists to protect genuine customers. Where we identify a pattern of abuse — repeated unfounded defect claims, returning a different or used item in place of the one delivered, or a return rate materially inconsistent with normal use — we may decline further requests, require additional verification, or restrict the account under our Terms of Use. We will always tell you in writing before restricting an account and give you a route to appeal.

9. Questions

Contact [email protected] or +91 120 409 2026. To escalate, see Grievance Redressal.