Return & Refund Policy
At Hornback, we prioritize complete customer satisfaction. If you find yourself dissatisfied with our services, we offer a refund according to our policy, provided the reasons are genuine and substantiated after thorough investigation by our dedicated teams.
You may cancel your order within 24 hours of placing it. However, if you choose to cancel after the product status indicates 'shipped' or 'out for delivery,' a cancellation fee may apply before processing your refund.
Once the product is delivered, returns or cancellations are not accepted, and refunds will not be issued.
Cancellation fees are the responsibility of the client/customer. Refunds will be issued to the original payment source provided at the time of purchase, after deducting the cancellation fee. Refunds are expected to reflect in the customer's account within 7 to 15 business days, as per Reserve Bank of India (RBI) regulations.
Notify us within 24 hours of delivery in case of any issues such as manufacturing defects, damage during transit, or wrong item delivered. Provide pictorial evidence to our official email ID at firstname.lastname@example.org. The e-bike/product should remain unused at the time of reporting any concerns. We will extend all reasonable assistance to address the issue promptly.
In case of any manufacturing defect noticed upon delivery of the e-bike/product, please raise the matter with HEMPL within 24 working days of receiving the product at email@example.com. We shall provide all reasonable assistance in this regard
Cancellation Fee Structure:
Within 24 hours of order placement: No cancellation fee if the order is not processed for dispatch.
If order status is 'shipped': 10% of total order value.
If order status is 'out for delivery': 20% of total order value.
Please note that any customization of the bike will result in a strict 'no-return, no-exchange' policy. Additionally, our cancellation and refund policies are subject to change without prior notice.
Delivery & Shipping Policy:
You confirm that the delivery address provided is accurate. Any non-delivery due to errors on your part may result in additional expenses for re-delivery, which will be borne by you. We are not liable for damages or losses incurred during transit by third-party delivery services.
If we are unable to deliver your ordered products for any reason, we will refund the amount through the same online payment method or provide credit to your account within 90 business days.
You are required to provide a valid phone number and email address while placing an order. By registering your phone number, you consent to receive order, shipment, or delivery-related updates via phone calls and/or SMS notifications.
We may also use your personal information for promotional purposes, unless explicitly denied by you.