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Return & Refund Policy

Returns, Replacements and Refunds

How do I return an item purchased on Hi9?

Hi9 offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 7 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in you order.

  • Contact our Customer Support team via email support@myhi9.com.in within 5 business days of receiving the order.
  • Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product along with invoice for our reference.
  • We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Which are the items that cannot be returned/ exchanged?

Returns will not be accepted under the following conditions:

  • Product is damaged due to misuse/overuse
  • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
  • Serial Number is tampered with.
  • Defective products that are not covered under Seller/Manufacturer’s warranty
  • Product is used or altered
  • If request is initiated after 5 business days of order delivery
  • Free product provided by brand

Categories not eligible for Return:

In order to make the return and exchange smoother one please make sure that the product should be unused, undamaged and is sealed. In case it is not sealed we will not be able to process return/exchange for the same. Also for body washes and body lotions there is no return and exchange.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner/website. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However, in rare case if your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 2 days of receiving the order:

  • Contact our Customer Support team via email info@hi9.co.in within 5 business days of receiving the order.
  • Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
  • We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In case the replacement product is out of stock, we will refund you the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return partial order?

Yes, you can return partial order. However, the returned item should be complete including all components as well as any complimentary gifts or products which came along with it.

How will I get refund for the returned orders and how long will this process take?

In case of a return/replacement/, we process the refund once the products is received and passes through the quality check at our warehouse.

  • payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.


In addition, we also provide the hassle-free option of refund through Hi9 coupons, which can be used during future purchases.