Returns
Returns & Refunds
Our Simple Return Process
Start Return
Quick Check
Pick Up
Safety Check
Credit
Return Process at a Glance
Start a Return
Open My Orders, tap Return Items, add photos.
Return Assessment
We confirm it's within the return window and unopened (approx. 2 hours).
Pick-Up & Safety Check
Driver collects; item passes a quick quarantine inspection (≤ 24 hours).
Credit Issued
Refund or credit note lands in your HYPA wallet (≤ 48 hours total).
How It Works in Detail
1. Start Your Return
- Open My Orders → select order → tap Return Items.
- Tick the product(s) you wish to return, set the quantity, and choose a reason from the dropdown.
- Snap and upload clear photos of the item. Please include a photo showing any date codes or labels if relevant to the return reason.
- Add any comments that might help us understand the issue or process your return faster.
Tip: For chilled or frozen items, please log your return request within 24 hours of delivery. For dry goods, the window is 3 days.
2. Fast Check & Green-Light
- Your dedicated sales representative will review your return request. This usually happens within 2 business hours.
- They will confirm that the product is unopened, unused, in its original packaging, and still within the eligible return window.
- If everything checks out, your return is approved instantly, and we'll move on to arranging the pickup.
- If the return cannot be approved, your sales rep will contact you to explain why (e.g., item is outside the return period, opened, or not in a resalable condition).
3. We Pick It Up
- Once approved, we'll schedule the pickup for the next available driver route in your area. This is typically the next working day.
- You'll receive a text message or WhatsApp notification with an estimated time of arrival (ETA) for the collection.
- Please ensure the product remains sealed (and appropriately chilled if it's a temperature-sensitive item) and ready for the driver.
4. Safety Check at HYPA
- Every returned item undergoes a brief quarantine period (up to 24 hours) upon arrival at our facility.
- During this time, our team conducts a quality inspection to ensure it meets our standards for resale or to confirm any reported defects.
- Items deemed saleable are carefully restocked. Any products that cannot be resold (due to damage, being opened, or other quality concerns) are safely and responsibly discarded.
- This crucial step ensures the safety and quality of products for all our customers.
5. Credit in Your Wallet
- As soon as the inspection is complete and the item is cleared, our Finance department processes your credit note or refund.
- You will receive an email confirmation once the credit has been issued.
- You can typically expect to see the credit reflected in your HYPA wallet or account within 48 hours from your initial return request, often much sooner.