Cancellation & Refund Policy
How can I cancel my order?
HisGro provides an easy way for customers to cancel their orders. You can cancel your order from the Order History / My Orders section available on the HisGro website or mobile application.
- Cancellation of an order can be requested at any time before the order is delivered.
- For orders where cancellation is applicable, a Cancel Order button will appear next to the respective order.
- Simply click on the Cancel button to cancel your order.
Prepaid Orders
If the order is in “Confirmed” status, refunds can be processed either:
- To your HisGro Wallet (instant refund), or
- To your original source of payment (which may take 5–7 business days after refund initiation).
Customers may choose the preferred refund option.
For all orders in statuses prior to delivery, the refund will be processed to the original payment method.
For orders that have already been shipped (status such as Shipped or In Transit):
- A request will be sent to our logistics partner to return the order.
- Returns are usually initiated within 24 hours after cancellation.
- Refunds will be processed only once the return process has been initiated.
If the order is successfully delivered, we will not be able to process a refund.
How will I know about the status of my cancellation or refund?
- You will receive a confirmation message via WhatsApp or SMS once your cancellation request is successfully processed.
- You will also receive a refund reference ID notification from our payment partner.
- Refunds generally reflect in your original payment method within 5–7 business days after the refund reference ID is generated.
Can I return my order?
Currently, HisGro does not accept general returns.
However, in rare cases we will gladly provide a replacement if the request is raised within 7 days of order delivery in the following situations:
- Wrong product delivered
- Missing products in the order
- Damaged products received
- Expired products delivered
To request a replacement, please contact our support team. Our team may request additional information or images before processing the request. Once approved, a new order ID will be generated and will appear in your Order History.
Miscellaneous
- Refunds credited to the HisGro Wallet will have a validity of 12 months and can be used for future purchases.
- Any amount added directly to the digital wallet cannot be refunded back to the original payment source.
- You can view your wallet balance, transaction details, and refund history in the Wallet section of your account.
- In rare cases, technical failures at the payment partner’s network may delay the refund ID. After verification, we will provide a secure refund claim link within 24 hours.
Contact Us
If you have any questions regarding our Cancellation & Refund Policy, please contact us at:
Email: support@hisgro.com
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