This Policy applies to every order placed through the Hypena platform. Hypena handles all complaints and refunds itself, on behalf of the Production Partner that produced the order — you never need to pursue the Partner. Your rights under the Law of the Republic of Armenia on the Protection of Consumer Rights apply in full and are not limited by this Policy.
1. Cancelling an Order
Every order on Hypena is produced to your individual specification. You may cancel free of charge at any time before production begins; production begins when you approve the proof. After that, the right to cancel a custom-made item no longer applies, and a refund is available only on the grounds in section 3.
If the Production Partner cancels an order it has accepted, or does not produce it, your payment stays with Hypena — it is remitted to a Partner only after handover — and Hypena re-offers the order to other Production Partners as a quote request, with the amount you paid as the target price. You may accept another Partner's offer, in which case the amount you paid is applied to it and any difference is refunded to your card or charged; or decline, and receive a full refund to your card. If you accept no offer within 7 days, the full amount is refunded automatically. Hypena may additionally offer you a promo code as goodwill; it never replaces the refund.
Once an order is ready, you are notified and reminded to collect it or arrange delivery and to pay any balance due. An order not collected, not sent for delivery or not paid in full within 30 days of the ready notification is treated as abandoned: the amount you have paid (the full price or the deposit) is kept as compensation for the production of a custom-made item and remitted to the Production Partner, no further balance is claimed from you, and the Partner may dispose of the goods. Collection after that date is at the Partner's discretion.
2. How to Make a Claim
Open the order in the Hypena app and choose Help with this order within 7 calendar days of receiving the order. Describe the problem and attach photographs. Hypena decides within 3 business days of receiving the materials and informs you in the app and by email.
3. Defects, Non-conformity & Non-delivery
You are entitled to a replacement or a full refund, at your choice, if:
- The item has a manufacturing defect (print quality, finish, material).
- The item does not match the proof you approved or the agreed specification.
- The item was damaged in transit.
- The item was not delivered.
These rights are statutory and are not limited to the 7-day claim window: a manufacturing defect that appears later is handled on the same terms.
4. What Is Not Refundable
A refund is not available for:
- Content you approved on the proof — spelling, wording, layout, and the position and visible colour of every element as displayed.
- Colour differences within normal tolerance between a screen preview and the printed result, where no physical proof was requested.
- Custom-printed items that entered production and have no defect.
- Damage caused after delivery or collection.
5. The Hypena Guarantee (catalogue orders)
On orders placed from the Hypena catalogue, search or a quote request, Hypena additionally offers a goodwill guarantee: where a claim raised within the 7-day window is disputed and the evidence does not establish fault, Hypena may, at its discretion, refund you in whole or in part at its own expense. The guarantee is limited to 100,000 AMD per order and to two goodwill refunds per account in any 12 months; for orders above 50,000 AMD it is conditional on returning the goods or documenting their destruction. Hypena may decline the guarantee where an account shows a pattern of repeated claims. The guarantee does not apply to orders placed directly through a Partner's own page, QR code or link; your statutory rights on those orders are unaffected.
6. How a Refund Is Paid
An approved refund is initiated by Hypena to the card used for the payment on the next business day after the decision. Your bank may take up to 10 business days to show it. For orders paid in cash, Hypena decides the claim and the refund is paid in cash by the Production Partner at its premises or by bank transfer from Hypena, at your choice. Return shipping for a defective, damaged or wrong item is paid by the Production Partner; Hypena arranges it.
7. Partial Refunds
Partial refunds are available where part of an order is defective or missing. The refund is calculated against the affected items.
8. Chargebacks
If you dispute a payment with your card issuer, the dispute is handled by Hypena as the merchant of the transaction. We ask you to raise the claim in the app first: it is resolved faster, and the decision is made from the same evidence.
9. Review of a Decision
If you disagree with a decision, you may request a review by Hypena's Trust & Safety team within the app. The review is made from the order's evidence bundle — the artwork and its checksum, the automated pre-flight report, the proof revision you approved, messages exchanged on the order, and completion or handover proof — compared against the order's specification. You may also apply to the Market Surveillance Inspection Body of the Republic of Armenia or to the courts.
10. Contact
Questions about a refund or this Policy: [email protected].