1. Cancelling an order
- Before dispatch — you may cancel an order, or the part of it that has not yet shipped, from the order screen or by writing to [email protected]. Nothing is charged for a cancellation before dispatch. Any amount already paid for the cancelled part is refunded in full under section 4.
- Queued balance — when we approve part of an order and queue the rest with a promised date, you may cancel the queued balance at any time before it is dispatched, at no charge.
- After dispatch — an order that has left our warehouse cannot be cancelled. Refuse delivery and it is treated as a return under section 2; the return-freight charge in section 3 applies.
- Cancellation by us — we may cancel an order, in whole or part, if stock is unavailable, if your account is on credit hold, if a licence has lapsed, or if we cannot verify the order. Any payment made is refunded in full.
2. Returning goods
Seed is a perishable, regulated good. Once a sealed bag has left our custody its storage conditions are outside our control, so returns are accepted only in the cases below, and only when raised from the Returns screen in the app or by email within 7 days of delivery:
- Wrong product or wrong quantity delivered against the invoice.
- Damaged in transit — torn, wet or crushed packaging, noted on the proof of delivery or photographed at the time of receipt.
- Expired — product whose labelled validity date had passed on the date of delivery.
- Germination failure — seed that fails its labelled germination percentage when tested under standard conditions. Raise this within the validity period on the label, with the lot number; we may test a retained sample of the same lot.
Returns are not accepted for change of mind, for over-ordering, for seed that was stored outside the labelled conditions, for opened or part-used packs, or for crop performance in the field, which depends on conditions we do not control.
Every return is reviewed by our team, who may ask for photographs, the lot number and the invoice. We tell you the decision in the app and by email. Approved returns are collected by our logistics partner or, for small quantities, may be handed to our field officer.
3. Charges
- Cancellation before dispatch — no charge.
- Return for our error (wrong product, wrong quantity, damaged, expired, germination failure) — no charge; we bear return freight.
- Delivery refused without a valid return reason — the outbound and return freight is charged to your account.
4. How refunds are paid
Because Hiverta is a business-to-business platform on which most dealers trade on account, the default refund route is a credit note against your ledger, which offsets your next invoice. If you would rather have the money back, tell us when the return or cancellation is approved and we will pay it:
- Online payments (through the payment gateway) — refunded to the same payment instrument. The gateway typically credits it within 5–7 working days of our instruction; your bank may take a further 2–3 days to show it.
- UPI / NEFT / RTGS / cheque payments — refunded by bank transfer to the account on your dealer record, within 7–10 working days of approval.
- Cash on delivery — refunded by bank transfer as above.
We refund the amount you paid for the cancelled or returned goods, including the GST on them. Where a return is for our error we also refund any delivery charge on that order.
5. Timeline in one place
- Raise a return: within 7 days of delivery (germination failure: within labelled validity).
- Our decision: within 5 working days of receiving the goods or the evidence we asked for.
- Credit note: on the ledger the same day the return is approved.
- Bank refund: 5–7 working days (gateway) or 7–10 working days (transfer) from approval.
6. Disputes
If you disagree with a decision, reply to the decision email or write to [email protected] with the order number. A person who did not make the first decision will review it within 7 working days. Nothing in this policy limits your rights under the Consumer Protection Act 2019 where it applies, or under the Authorised Distributor Agreement.
