Refunds & Returns

Our goal is to ensure customer satisfaction with their purchases. However, we recognize that situations may arise where things do not proceed as intended. If you encounter any issues with your purchased item or its delivery, please do not hesitate to contact us for assistance. It is important to note that this policy does not impede your statutory rights to withdraw or any rights you may have concerning incorrect, damaged, or defective goods.

Many items are eligible for a refund within specific timeframes:

- Within 30 days of delivery: The refund window begins from the day of delivery, regardless of any delivery delays.
- Within 30 days of the maximum delivery date if the item has not yet arrived.

Exceptions may apply to certain items.

Please refer to the Exceptions section below for detailed information on how such items are handled differently.

In the event of receiving a damaged, defective, or incorrect item, including those with exceptions, you are entitled to a refund and may be required to return the item.

The Standard Returns Process involves submitting a request for a return or refund within 30 days of delivery. For items that have not arrived, please request a refund within 30 days of the maximum delivery date. Requests made beyond these timelines will not be considered.

To initiate a return or refund request, please proceed within the app, locate the order in your order history, and click on Customer Support.

Once a return or cancellation request is approved by Hacco, and in certain cases, the return of the item is confirmed, the amount of the purchase along with standard shipping fees will be refunded. However, if you opt for Hacco Cash, the refund will not be issued to your original payment method. Please refer to our Hacco Cash Policy for more details. Note that fees for special or expedited shipping will not be refunded, and in some cases, customers may be responsible for return shipping fees.

Cancellations should be made promptly. Once the cancellation window closes, order fulfillment, including shipping, may have already commenced. If the item has been shipped, you may need to wait until its receipt to proceed with a cancellation and refund request.

Exceptions to refunds include:

- Perishable items, which are generally not eligible for return or refund.
- Excluded items, such as certain Health & Hygiene Items (e.g., skin lotion, toothpaste) or electronic media like software, if the seal is broken.
- Services purchased from local providers, where refund eligibility is subject to the provider’s policies.

For Hacco Local Return & Refund Policies:

Pickup Now Items:
Items available for pickup from shop operators require a return for a refund, which must be completed within 7 days. Please refer to the product detail page and order history for items subject to these rules.

Ship to Store Items:

Items designated for pickup must be collected within the specified pickup window, as indicated upon order delivery. Failure to pick up items within this window may result in cancellation and potential ineligibility for a refund. If you encounter any issues with pickup, please contact Customer Support for assistance.

Policies and Procedures:

Hacco reserves the right to:
- Refuse any refund if there are reasonable suspicions of policy abuse or violations of the Terms of Use.
- Limit customer support and refunds for any misuse of services or breaches of the Terms of Use.
- Restrict purchase activity on marketplace apps in cases of suspected policy abuse or violations of the Terms of Use.

This Policy may be subject to updates periodically.

It is important to emphasize that this Policy, including the requirement to contact us within 30 days of receipt or the maximum delivery date, does not supersede any statutory warranty or withdrawal rights you may have with a merchant. Hacco provides these refund and return options at its discretion, irrespective of your rights with a merchant.

If Hacco approves a return or issues a refund under this policy, it will fulfill any entitlements you had regarding a refund from the applicable merchant. Therefore, securing a refund from Hacco may impact your ability to secure further refunds or considerations from the relevant merchant.

Hacco offers this policy in addition to any rights and remedies available to you with Hacco merchants under applicable law.