Returns & Refunds

Our Simple Return Process

Start Return

Quick Check

Pick Up

Safety Check

Credit

Open My Orders, tap Return Items, add photos.

We confirm it's within the return window and unopened (approx. 2 hours).

Driver collects; item passes a quick quarantine inspection (≤ 24 hours).

Refund or credit note lands in your HYPA wallet (≤ 48 hours total).

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.

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).

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.

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.

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.