Cancellation

The Orders placed by Buyers using Hanbal Icecreams are non-cancellable and non-refundable, except if cancellation is requested under the following conditions:

• The Order has been placed by the Buyer, however, the order has not been packed by the Merchant.
• Hanbal Icecreams cancels the Order due to reasons not attributable to the Buyer, including but not limited to non-availability of all ordered items, non-availability of a delivery partner, etc.
• The Order could not be delivered within the estimated time shown on the Buyer's screen while placing the order.
• The Merchant doesn't accept or cancels the Order due to reasons not attributable to the Buyer, including but not limited to the Merchant's store being closed, or the store being unable to service orders for any reason whatsoever.

Hanbal Icecreams, at its sole discretion, reserves the right to review the cancellation request of the Buyer and determine if such cancellation request falls under the conditions mentioned above. If Hanbal Icecreams is satisfied that the request fulfills the aforesaid conditions, then Hanbal Icecreams will process the cancellation request and refund the Order value, after any applicable deductions, to the Buyer.

For cancellation requests of Orders that do not fall under the conditions mentioned above, the Buyer may be charged up to 100% of the Order value.

Refunds

The Buyer may also be entitled to a refund of up to 100% of the item/order value or replacement of the items/entire Order (as may be applicable) if the issue is reported within the specified claim window provided on the Product description page, provided the claim is raised for the following events and subject to the required evidence provided by the Buyer:

1. Packaging of an item in an Order, or the complete Order, is either tampered with or damaged.
2. Incomplete order.
3. Incorrect items.

No replacement, refund, or any other resolution will be provided without the Merchant's permission.

All refund amounts shall be credited to the Buyer's account as may be stipulated as per the payment mechanism of the Buyer's choice, with the estimated timelines detailed below, in case the Buyer does not choose to credit it to their wallet within their account:

In case of payment at the time of delivery, the Buyer will not be required to pay for:

• Orders where the packaging is either tampered with or damaged at the time of delivery;
• The wrong Order being delivered; or
• Items missing from the Buyer's Order at the time of delivery,

provided the same is communicated to Hanbal Icecreams Customer Care through the Platform before the Order is marked delivered.

Last updated: October 13, 2026