Refund Policy
This page explains how refund and repayment requests are reviewed for electronically paid, bank-transfer, and cash-on-delivery orders.
1. Scope of This Policy
This policy explains how refund or repayment requests are handled for store and service orders placed through Hadir, taking into account that Hadir operates as an intermediary between the customer and the fulfilment partner.
2. Electronically Paid Orders
If payment is confirmed through an approved payment gateway and the order cannot be fulfilled because of the store or a clear operational failure, a full or partial refund may be processed depending on the order status, review outcome, and gateway payment record.
3. Bank Transfer Orders
For orders paid by bank transfer, the customer may be asked to provide the transfer reference and supporting proof. No refund review starts until the payment has been verified against the relevant order.
4. Cash on Delivery Orders
For cash on delivery orders, there is no monetary refund from the platform unless the amount was actually collected and recorded. If no delivery or collection occurred, the case is handled as an operational cancellation or order update rather than a financial refund.
5. Damaged or Misdescribed Goods
If a product arrives damaged or materially different from its listing, the customer should report it within a reasonable time and provide clear details or photos. The claim is reviewed with the store and fulfilment partner before a refund or replacement decision is made.
6. Service Orders
Service orders may require additional review depending on whether the service has not started, has started, or has been partially or fully completed. Any refund or adjustment depends on the fulfilment stage, evidence available, and the terms shown in the order.
7. Fees and Commissions
Certain fees, commissions, or processing costs may not be refundable where an order has already been fulfilled or materially processed, unless there is a clear error or an exceptional platform or partner decision.
8. How to Request a Refund
Refund or dispute requests should be submitted through the Contact page or official in-platform channels, with the order number, reason, and any supporting documents or photos where needed.