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Returns / Replacement Policy
Cancellation Policy- Products ordered by customer from Hippo Homes’ display or a catalogue range , cannot be cancelled
- ll other products may be cancelled before the dispatch starts (or before dispatch update to customer)
- Return Timeframe: Returns can be initiated within 7 days of delivery.
- Products marked as "non-returnable" cannot be returned. However, in an unlikely event of damaged, defective or wrong item delivered to you, we will provide a replacement, as applicable.
- Eligibility for Return & Refund: Returns and refunds are only applicable in caseof manufacturing defects or in-transit damage.
- Damage Claim Process: Customers must provide pictures of the damage to the customer support. For in-transit damage, images of the product along with its inner and outer packaging are required for validation.
- Delivery Disputes: If an order is marked as 'delivered' but not received, customers must raise a complaint within 48 hours of the delivery update.
- Refund Processing: Refunds shall be processed within 7-10 days after the product pickup We will carry out verification checks and return will be processed only if:
- It is determined that the product was not damaged while in your possession;
- The product is not different from what was shipped to you;
- The product is returned in original condition (with brand's/manufacturer's box, MRP tag intact, user manual, warranty card and all the accessories therein).
Conditions for return
- Products with opened or tampered packaging are not eligible for return.
- Returned products/SKUs must be in their original dispatched condition, including all parts and accessories as sold.
- Returns will only be accepted for supplier issues, transit damage, incorrect SKU dispatch, or expired products.
- Customized or Bulk Orders are not eligible for Return.
- Goods sold under specific schemes or promotions are not eligible for return.
- Cement and Steel products are not eligible for Return
- Please refer to detailed categorywise return conditions.
- Please refer to detailed categorywise return conditions.
- The refund will be issued as full credit added to the customer’s Hippo Wallet, with lifetime validity.
- For returns due to transit damage, incorrect SKU dispatch, or expired products (supply-side issues), Hippo Homes will cover the reverse logistics charges.
- For customer-related issues (where returns are applicable), the customer will be responsible for the reverse logistics charges.
- Our replacement policy allows customers to request a replacement within the specified timelines (Please refer to detailed categorywise return conditions.) if the product is functionally defective or does not match the advertised specifications.
- In such a scenario, please report the issue to us at https://www.hippohomes.com/my-orders. Post validation of the complaint, we would initiate the replacement process.
- For online orders, replacements are not available. However, customers can request a refund in case of a manufacturing defect or in-transit damage.
- Product will be eligible for replacement for only under following scenarios:
- Product delivered is defective or damaged.
- Wrong product delivered.
- Item received has missing parts or accessories.
- Timeframe for Replacement- Please refer to detailed categorywise return conditions.
- Products will only be replaced if they are unused, in their original packaging along with the original price tags, labels, barcodes, user manual, warranty card and invoices, accessories, freebies and original boxes, subject to quality checks.
- Replacement is subject to be accepted or rejected basis quality checked.
- After receiving original product, the replacement order will be shipped through standard shipping.
- If an eligible product is out of stock, it cannot be replaced however the customer can return the same as per terms of Returns Policy.
- Product can be replaced only once.
- Customers can also visit the store for replacement with a prior intimation and get a replacement request ID created on their behalf from store team by calling on +91 9311035035. Store team has the right to verify the replacement request before creating a replacement request ID.
Detailed Categorywise Returns policy
Supply Side Issues - In case of any issues of return related to in transit damage, incorrect SKU dispatch or expired products
Customer Related Issues - Excess quantity ordered or change in order
Returns Accepted (Yes / No), Timeline (Days from Delivery), within which return is accepted
Tiles & Flooring
Supply Side Issues
Yes, 2 Days
Customer Side Issues
Yes, 21 Days
* Partial returns will not be accepted
** Upto 2% breakage based on material value of Tiles to be borne by the Customer
Sanitary & Bath Fittings (Non Plumbing)
Supply Side Issues - Transit Damage
Yes, At time of delivery
Supply Side Issues - Others
Yes, 2 Days
Customer Side Issues
Yes, 21 Days
* Partial returns will not be accepted
Electrical & Lighting (wires, switches / switchgears /plugs , lights, fans)
Supply Side Issues
Yes, At time of delivery
Customer Side Issues
Yes, 21 Days
* Partial returns will be accepted
Hardware
Supply Side Issues
Yes, At time of delivery
Customer Side Issues
Yes, 21 Days
* Partial returns will be accepted
Paints & Surface Care
Supply Side Issues
Yes, At the time of delivery
Customer Side Issues
No
* Partial returns will not be accepted
Wooden Material
Supply Side Issues
Yes, At time of delivery
Customer Side Issues
No
* Partial returns will not be accepted
* Cement & Steel products are non-returnable