This Policy is Hypena’s marketplace baseline for returns, refunds, and order cancellations. Individual vendors may offer more generous terms, but they may not offer terms less favourable than those set out here.
1. Buyer Cancellation Window
Your statutory cancellation rights depend on where you live — for example, the RA Law on the Protection of Consumer Rights in Armenia and the consumer right of withdrawal in the EU/UK. The baseline below applies to all buyers; where your local law gives you stronger rights, those rights prevail.
- Standard catalogue orders (non-custom, non-perishable, undelivered): you may cancel within 14 days of the order date, in line with the EU consumer right of withdrawal and equivalent regimes. Where law sets a longer window, that longer window applies.
- Custom-printed orders (printed to your specification, including personalised artwork): the right of withdrawal does not apply once production has begun — an exemption recognised under both the RA Law on the Protection of Consumer Rights and EU Directive 2011/83/EU Art. 16(c). You may still cancel before production begins.
- Digital deliverables (e.g. proof PDFs delivered electronically): the right of withdrawal ends once you confirm acceptance of the digital file.
2. How to Cancel or Request a Refund
Submit a refund request through the Hypena app under Orders → Help with this order. Provide the order ID, the reason for the request, and supporting photos for damaged or defective items. The vendor has 5 business days to respond. If the vendor and you cannot agree, Hypena will mediate and make a final decision under this Policy.
3. Defects, Damage & Wrong Item
You are entitled to a full refund or a replacement (your choice, subject to availability) if:
- The item is materially defective (print quality, colour, finish) compared to the agreed specification.
- The item is damaged in transit due to inadequate packaging.
- The item delivered is materially different from the item ordered.
4. Shipping Costs on Return
Default cost allocation:
- vendor pays return shipping.
- buyer pays return shipping.
- Hypena.
5. Refund Flow of Funds
When a refund is approved:
- Hypena debits the refunded amount from the vendor’s next payout (or invoices directly if the balance is insufficient).
- Hypena returns its platform commission for the refunded portion to the buyer.
- The refund is initiated to the buyer’s original payment method, usually within 5 business days of approval. Bank-side processing times may add up to 10 additional business days.
Where there is an open dispute, Hypena may hold the corresponding funds in reserve until the matter is resolved.
6. Partial Refunds
Partial refunds are available where part of an order is defective or missing. The refund proportion is calculated against the affected line items, and Hypena’s commission is refunded proportionally.
7. Chargebacks
We encourage buyers to resolve issues through the Platform before initiating a chargeback with their card issuer. Chargebacks are governed by the buyer’s card scheme rules; vendors are responsible for chargeback amounts and any associated fees, with offsets handled per section 6 of the Vendor Agreement.
8. Non-Refundable Items
- Custom-printed items that have entered production and are non-defective.
- Items returned outside the cancellation window without a defect-based reason.
- Items damaged after delivery by misuse.
9. Disputes
If you disagree with the outcome of a refund decision, you may escalate within the Hypena app for a final review by our Trust & Safety team. Nothing in this Policy limits any statutory rights you may have as a consumer.
10. Contact
Questions about a refund or this Policy: [email protected].