Refund Policy

Scope

Hyprr Retail supplies goods business-to-business. Every order is a commercial transaction confirmed by purchase order, and availability, quantity and price are agreed with you in writing before an invoice is issued.

The expected lead time is quoted together with the price, and an invoice is issued only once you have confirmed you accept it. No order is billed against a lead time the buyer has not agreed to.

Orders are paid in full against the invoice. Once payment has cleared, goods are shipped to the delivery address stated on the purchase order, on the terms agreed for that order.

Cancelling before shipment

If you need to cancel, tell us as soon as possible. Where an order has not yet been dispatched or committed to the supplying warehouse, we will cancel it and refund the amount paid in full.

Once goods have been dispatched the order can no longer be cancelled, and the sections below apply instead.

Damaged, short or incorrect shipments

Inspect your shipment on arrival and tell us about any problem in writing, quoting your order reference:

• Visible damage or a shortage — within 5 business days of delivery. Keep the packaging and send photographs of the goods, the packaging and any carrier paperwork.
• Damage not visible until the goods are unpacked — within 10 business days of delivery, with the same evidence.
• Incorrect item supplied — within 10 business days of delivery.

Once we have confirmed the issue we will, at your choice, replace the affected goods or refund them. Where goods are to be returned we will send return instructions first; goods sent back without instructions may not be able to be processed. When the fault is ours — the wrong item, or damage in transit — we cover the return freight. Refunds are issued once the returned goods have been received and checked, or once the carrier claim is settled where the damage occurred in transit.

Reporting a problem later than the windows above may prevent us recovering it from the carrier, which limits what we are able to do.

Returns for any other reason

Because pricing, quantity and specification are confirmed with you before each order, we do not accept returns simply because an order is no longer wanted. Where we agree to take goods back as a commercial courtesy, the goods must be unused and in original sealed packaging, the buyer arranges and pays the return freight, and any restocking cost is agreed in writing before the goods are sent.

How refunds are issued

Refunds are always returned to the original payment method. This is a condition of the card networks and of our payment gateway, not a choice we make per order — a card payment is refunded to the same card, and a bank transfer is returned to the account it was sent from. We cannot redirect a refund to a different card, a different account or a different person.

Card refunds are normally visible 5 to 10 business days after we issue them, depending on your bank. If the refund is issued shortly after the original payment it may appear as a reversal instead of a credit — the original charge simply drops off your statement rather than a separate refund line appearing.

Bank transfer refunds are sent to the originating account and are subject to your bank's own processing time. Where a return relates to part of an order, we refund the affected line items rather than the whole invoice.

Duties, tariffs and taxes

Refunds cover the price paid for the goods. Import duties, tariffs and sales, use or other taxes are not refunded by us. Where these have been paid on goods that are later returned, reclaiming them is the buyer's responsibility and is made through the relevant customs or tax authority.

Freight already incurred is not refunded except where the fault is ours, as set out above.

Marketplace documentation support

Where we provide documentation support alongside an order, it covers the documentation and guidance work performed. It does not purchase a marketplace approval outcome, and approval decisions rest solely with the marketplace. Nothing in this policy entitles a buyer to a refund on the grounds that a marketplace declined an application.

Raising a request, and disputes

Email hyprr@hyprrretail.com with your order reference and the details of the problem. We acknowledge refund requests within one business day and aim to resolve confirmed issues promptly.

If you have a concern about a card payment, please contact us before raising a dispute with your bank. Almost every issue is faster to resolve directly, and a dispute freezes the payment while the banks investigate, which delays any refund you are owed rather than speeding it up. If you do not recognise a charge, the payment will appear on your statement under our business name — email us and we will identify the order for you.

This policy forms part of our Terms and applies to all orders accepted by Hyprr Retail LLC.