Return & Refund Policy

Welcome to Heverto.

At Heverto, we aim to provide a reliable and transparent shopping experience for all users. This Return & Refund Policy explains the conditions under which returns, replacements, and refunds may be requested on the platform.

By placing an order through Heverto, you agree to the terms outlined below.

1. Non-Returnable & Non-Refundable Products

Due to safety, hygiene, and quality standards, the following categories are strictly non-returnable and non-refundable:

Fresh products
Fruits and vegetables
Dairy items
Meat and seafood
Bakery items
Prepared food and beverages
Perishable grocery items

Once these items are delivered, refunds or returns will generally not be accepted unless:

The wrong item was delivered
The item is significantly damaged at the time of delivery
The item is missing from the order

Customers are requested to check such items immediately upon delivery.

2. Eligible Returnable Products

Products other than fresh or food-related items may be eligible for return under the following conditions:

Return request must be submitted within 24 hours of delivery
Product must be unused and in original condition
Original packaging, tags, and accessories must be intact
Proof of purchase/order confirmation must be available

Approval of returns is subject to verification by the Heverto support team.

3. Return Request Process

To request a return:

Contact Heverto support within 24 hours of delivery
Provide order details and issue description
Submit supporting photos if requested

Our team will review the request and provide further instructions if the return is approved.

4. Refund Eligibility

Refunds may be approved in situations including:

Incorrect item delivered
Damaged product received
Missing items in the order
Eligible returned non-food products

Refund approval is subject to verification and policy compliance.

5. Refund Processing Time

Approved refunds are generally processed within:

5–10 business days for online payments
Varying timelines depending on banks or payment providers

Heverto is not responsible for delays caused by financial institutions or third-party payment gateways.

6. Cancellation Policy

Orders may only be canceled before they are accepted or processed by the store or seller.

Once an order is prepared, packed, or out for delivery, cancellation may no longer be possible.

7. Abuse of Refund Policy

Heverto reserves the right to:

Reject suspicious claims
Limit refund privileges
Suspend accounts involved in fraudulent or abusive activities

This helps us maintain a fair platform for customers, sellers, and delivery partners.

8. Changes to This Policy

Heverto may update or modify this Return & Refund Policy at any time.

Updated versions will be published within the app or website along with the revised effective date.

9. Contact Us

For return, refund, or order-related support, contact us at:

Email: contact@heverto.com

Thank you for using Heverto.

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