This Refund & Cancellation Policy explains how Hawlt ("Hawlt", "we", "us") handles charges, storage, insurance, claims, cancellations, and refunds. It supplements our Terms & Conditions and Privacy Policy.
1. Authorization to Charge
The Member authorises Hawlt to charge their payment method for all services and account activity with Hawlt. Such charges may include, but are not limited to, membership dues, shipping and handling charges, return or reroute fees, storage charges, late charges, personal-shopper service fees, and any optional services. Failure to provide payment when due may result in late charges, stop-shipment charges, suspension of service, cancellation of membership, and involuntary return or disposal of any remaining merchandise.
2. Shipping Charges
Shipping costs are based on the actual weight or dimensional weight of your shipment, whichever is greater, and vary by destination country and carrier. Duties, taxes, and customs charges are your responsibility and are typically collected on delivery by the local carrier or authorities.
3. Storage
Hawlt allows active Members to store their merchandise for up to 30 days at no charge. After 30 days, Members agree to pay storage charges per parcel per day consistent with Hawlt's current schedule of fees. Prohibited or restricted merchandise is not storable and will be rejected, forfeited (and sold with proceeds donated to charity), destroyed, or provided to government officials.
4. Insurance
Insurance is optional and, when purchased, is priced based on the declared value of the shipment. The insured value is subject to the terms of the carrier's airway bill. All claims are reviewed individually and any claim payment will be based on the declared value. Specific commodities — including televisions, computers, electronics, jewelry, figurines, furniture, and lighting — may have category-specific limits of liability regardless of declared value or insurance paid.
5. Claims for Loss or Damage
Claims for lost or damaged merchandise must be filed within the published time limits of the particular carrier and, in any case, within 3 days from the date of the shipment as required by our Terms & Conditions. A claim is considered filed when a fully completed claim form, photographs, and supporting documentation (including receipts) are received by Hawlt. Claims are reviewed individually and the review process may take a minimum of 8 weeks.
Any liability for damage or loss caused after delivery to Hawlt is limited to the lesser of the declared value, the proof of purchase price, or the applicable commodity limit. No liability is assumed by Hawlt for damage or loss caused before delivery to Hawlt or for damage to merchandise pre-packaged by the manufacturer. Failure to file a completed claim within the carrier time limit will invalidate the claim.
6. Cancellation of Membership
Either party may cancel the Membership Agreement with written notice (via email at support@hawlt.com or via the in-app account deletion option). As collateral security for the prompt and complete payment of any amounts owed to Hawlt (the "Secured Obligations"), each Member grants Hawlt a lien on and security interest in all packages shipped by such Member to Hawlt.
During any account delinquency, Hawlt may (personally or through its agents), to the extent permitted by law:
- Enter upon premises where any packages shipped by such Member to Hawlt are located, without judicial process where lawful;
- Collect, receive, appropriate, and realise upon any such packages; and
- Sell, assign, convey, transfer, grant options to purchase, and deliver any such packages, at public or private sale, on such terms and prices as Hawlt may deem best.
7. Forfeiture of Non-Exportable Items
Title to any items that cannot be exported after arrival at the Hawlt facility will be forfeited by the Member. Hawlt may:
- Return such forfeited packages or mail to the sender(s);
- Sell any items not returned to the seller and provide the proceeds to charity;
- Destroy such items; or
- Provide such items to a government official.
8. Title and Risk of Loss
The Member agrees to purchase all merchandise from sellers in a manner that (a) transfers title to the Member before the merchandise is received at the Hawlt warehouse and (b) uses risk-of-loss terms under which the buyer bears the full costs and risks of moving the goods from the seller's location to the Hawlt warehouse.
9. Membership Charges (Resellers)
Any monthly membership charges for reseller plans are non-refundable.
10. Incorrect Address Charges
Each package received by Hawlt with an incomplete, incorrect, or old address that can be associated with a Member will be assessed a charge consistent with Hawlt's current schedule of fees. Members should ensure that all merchants and sellers mark all packages with the complete and accurate address, including the Member's unique locker number. Packages received with incomplete or incorrect addresses that cannot be associated with any Member will be returned to the sender or discarded.
11. Late Fees
Invoices past due for more than 20 days will be assessed a flat fee plus a percentage per month late charge, consistent with Hawlt's current schedule of fees. Personal-shopper orders past due for more than 15 days will be assessed a flat fee plus a percentage per month late charge, for each subsequent 20-day period that an order remains past due.
12. Personal-Shopper Refunds
When Hawlt places an order on your behalf under the personal-shopper service, refund handling depends on the seller:
- If the seller cancels or refunds the order before shipment, we credit the refunded amount to your Hawlt balance within 7 business days of receipt.
- If the goods arrive at our warehouse damaged or materially different from what was ordered, we will assist you in filing a return with the seller. Return-shipping costs, restocking fees, and any losses imposed by the seller are your responsibility.
- Service fees charged by Hawlt for the shopping service itself are non-refundable once the order has been successfully placed with the seller.
13. Locker-Number Usage
Your Hawlt locker number is to be used only for package consolidation purposes. You will not represent the Hawlt locker number as your address for any purpose other than as an address to which packages may be delivered prior to export — including, but not limited to, representing that the locker number is the address of your place of business or residence. Failure to comply may result in cancellation of your account.
14. Seller Terms and Communications
You are solely responsible for complying with any terms and conditions of sale imposed by the seller of the merchandise. Hawlt is not responsible for any action taken by the seller as a result of the seller's terms. You are also responsible for informing the seller that any merchandise purchased and sent to Hawlt's facility will ultimately be exported out of India.
15. Contact
For questions about charges, refunds, cancellations, or claims, email support@hawlt.com.