Return and Refund Policy
HEY-GO PLATFORM - CANCELLATION, RETURN & REFUND POLICY
Last Updated: August 2026
At Hey-Go ("Platform", "We", "Us", "Our"), we operate a quick-commerce marketplace model matching the operational frameworks of Indian hyper-local platforms. Please read this Cancellation, Return, and Refund Policy carefully before placing an order.
1. Order Cancellation Policy
A. Customer-Initiated Cancellation
Before Packing/Dispatch: You may cancel your order free of cost via the Hey-Go app or web interface while the order status displays "Packing" or "Order Confirmed".
After Dispatch: Once an order moves to the "Dispatched" or "Out for Delivery" state, cancellations are strictly not permitted. If you refuse acceptance at the doorstep after dispatch, a cancellation fee equivalent to 100% of the total order value (including delivery charges) will be levied to cover merchant packing costs and courier logistics.
B. Platform/Seller-Initiated Cancellation
Hey-Go or the listed Seller reserves the right to cancel an order (in whole or in part) without prior liability under the following circumstances:
Items becoming unexpectedly out of stock or failing quality control prior to dispatch.
Inaccurate delivery address, unreachable contact number, or restricted access at the doorstep/society gate.
Adverse weather conditions, severe traffic disruptions, or local force majeure events impacting safety.
Detection of fraudulent transactions or misuse of promotional codes/coupons.
In all cases of Platform-initiated cancellations, any advance amount paid will be auto-refunded to the original payment source or your Hey-Go Wallet.
2. Category-Specific Return & Exchange Rules
Hey-Go follows a "No Returns Default" policy for perishables/groceries, accompanied by a 10-Minute Instant Return/Exchange Flow for non-grocery categories in serviceable areas.
| Product Category | Return / Complaint Window | Eligibility & Conditions |
|---|---|---|
Grocery Staples & Packaged Foods
(Atta, Rice, Spices, Noodles) | Within 2 Hours of delivery | Non-returnable for change of mind. Replacement/refund allowed only for damaged packaging, expired dates, or missing items. Photo/video proof required. |
Dairy, Bakery & Perishables
(Milk, Curd, Paneer, Butter, Bread) | Within 2 Hours of delivery | Strictly Non-returnable. Refunds issued solely for spoiled, sour, or physical container damage verified via doorstep photo submission. |
| Chips, Namkeen & Snacks | Within 2 Hours of delivery | Non-returnable. Eligible for refund/replacement if seal is broken, damaged, or product is past the printed expiration date. |
Apparel & Clothing Items
(T-shirts, Socks, Pants) | 10-Minute Instant Return or within 24 Hours | Returnable/Exchangeable for size/fit mismatch, color defect, or description error. Items must be unworn, unwashed, with original tags intact. Delivery Partner swaps or collects in select pins. |
Electronics & Mobile Accessories
(Earphones, Cables, Power Banks) | 10-Minute Instant Return or within 24 Hours | Returnable/Exchangeable for dead-on-arrival (DOA) units, broken items, or wrong color/variant delivered. Must retain original retail box, accessories, and user manuals. |
3. How to Raise a Complaint or Return Request
Open In-App Support: Navigate to the "My Orders" section on the Hey-Go app within the permitted time window for your category.
Select Issue Type: Choose the relevant reason (e.g., Damaged Item, Expired Product, Wrong Size/Fit, Missing Item).
Upload Proof: Attach clear photos or video clips displaying the batch number, expiration date, or physical defect alongside the outer delivery bill.
Instant Resolution: Our system verifies the complaint automatically or routes it to support for instant doorstep pickup, exchange, or source refund.
4. Refund Timelines & Process
All approved refunds are processed in Indian Rupees (INR).
Hey-Go Wallet / App Credit: Processed Instantly (within 5 to 15 minutes) upon claim verification.
UPI / GPay / PhonePe / Paytm: Processed within 24 to 48 Hours.
Credit Card / Debit Card / Net Banking: Processed within 3 to 7 Business Days, depending on your issuing financial institution.
Cash on Delivery (COD) Orders: Refunded via Hey-Go Wallet credit or via instant UPI payout link sent to your registered mobile number.
5. Promotional Cashback & Discount Adjustments
Cashback / Promo Adjustment: Any cashback or instant discount (e.g., flat ₹5 off) applied to an order will be proportionally reversed or adjusted in the event of a partial refund.
Promotional Cashback Non-Encashable: Promotional cashback or wallet bonuses cannot be converted into cash or transferred back to a bank account.