Delivery, Returns & Exchange Policy

Delivery and Shipping

Delivery timelines may vary depending on the customer’s city, courier service, order volume, sale season, public holidays, weather conditions, or unexpected operational delays.

Estimated delivery time:

  • Major cities: 2 to 5 working days
  • Other cities and remote areas: 4 to 7 working days
  • During sale periods, Eid, campaigns, or peak seasons, deliveries may take longer than usual.
  • Customers are responsible for providing accurate name, phone number, complete address, city, and area details. Hinz will not be responsible for failed delivery due to incorrect address, unreachable phone number, customer unavailability, or refusal to accept the parcel.
  • Shipping charges, free shipping rules, or delivery fees will be displayed at checkout or communicated through the relevant campaign.

Return and Exchange Policy

Customers are requested to review the Return & Exchange Policy before placing an order.

Products may be eligible for exchange only if they meet the conditions mentioned below:

  • The exchange request is made within 7 days of delivery
  • The product is unused, unwashed, undamaged, and in original condition
  • Original tags, packaging, invoice, and accessories are intact
  • The product is not part of a non-exchangeable category
  • The claim is approved by the Hinz support team
  • Products will not be eligible for exchange if they are used, washed, damaged, altered, without tags, without original packaging, or reported after the allowed time period.
  • For hygiene and safety reasons, certain categories may not be eligible for return or exchange. Sale items, promotional products, bundles, or discounted items may also have limited exchange eligibility unless clearly stated otherwise.
  • Refunds are only applicable in cases where Hinz is unable to fulfill the order, the product is out of stock after online payment, or the customer receives an incorrect or approved defective item and replacement is not possible.

Exchange Shipping Charges

If a customer sends a parcel back to Hinz for exchange, the return shipping charges will be borne by the customer.

In case of size exchange, preference exchange, or any customer-requested exchange, the customer will be responsible for sending the product back to Hinz through a reliable courier service. Hinz will not be responsible for any parcel lost, damaged, or delayed during return shipping arranged by the customer.

However, if the exchange is due to a verified mistake from Hinz, such as wrong item, wrong size, damaged product, or approved defective product, the exchange process will be handled according to Hinz’s approved return and exchange policy

Wrong, Missing, or Damaged Product Claims

If a customer receives a wrong, damaged, defective, or missing item, the issue must be reported to Hinz within 24 to 48 hours of delivery.

Customers may be required to share:

  • Order number
  • Clear product pictures
  • Parcel pictures
  • Invoice picture
  • Unboxing video, where required

Claims made after the given time period may not be accepted.

Hinz reserves the right to inspect and verify the claim before approving an exchange, replacement, or refund.

Order Cancellation

Customers may request order cancellation before the order is dispatched. Once an order has been shipped, it cannot be cancelled and the customer may need to follow the applicable exchange process after delivery.

Hinz reserves the right to cancel any order due to stock issues, payment problems, courier limitations, suspicious activity, incorrect pricing, or customer verification failure.

Customer Responsibility

The customer is responsible for ensuring that all order details are correct before checkout, including product, size, color, quantity, address, phone number, and payment method.

Hinz will not be responsible for delays, failed deliveries, or order issues caused by incorrect or incomplete customer information.

Address:

Street 11, D-Type Colony Near Go Pertoreulm Pump, Main Samundary Road, Faisalabad