Refund and Returns Policy

Effective Date: August 21, 2026

At HIVE, we want you to receive your order in the condition and manner described on the product listing.

Because HIVE is a marketplace with products supplied by different brands and vendors, return and refund eligibility may vary depending on the product category, vendor, manufacturer warranty, and applicable campaign terms.

This policy explains when you may request a return, replacement, cancellation, or refund.

1. Order Cancellation

You may request cancellation of an order before the order has been dispatched, subject to the order’s status and the applicable vendor’s fulfillment process.

Once an order has been dispatched, cancellation may no longer be available. In such cases, you may need to follow the applicable return procedure after delivery.

HIVE or the relevant vendor may also cancel an order where reasonably necessary, including because of:

• Product unavailability
• Incorrect pricing
• Listing errors
• Payment problems
• Suspected fraud
• Vendor fulfillment issues
• Incorrect customer information
• Other legitimate operational or legal reasons

If a paid order is cancelled and is eligible for a refund, the applicable amount will be refunded according to this policy.

2. When Can You Request a Return?

Unless a different return period is clearly stated on the product page, you should report an eligible return issue to HIVE within 7 days of receiving the product.

Return requests may be considered where the product is:

• Damaged upon delivery
• Defective
• Incorrect
• Incomplete
• Significantly different from the product description
• Otherwise eligible for return under the specific product or campaign terms

Some products may have different return periods or may be non-returnable.

The applicable product-page return conditions will take priority where they clearly provide a different rule.

3. Damaged Products

If your product arrives damaged, please contact HIVE as soon as possible.

We may ask you to provide:

• Order number
• Photographs or videos of the product
• Photographs of the packaging
• Description of the problem
• Other information required to investigate the issue

Where the damage is confirmed and the product is eligible, HIVE or the relevant vendor may offer a replacement, return, or refund as appropriate.

4. Incorrect or Incomplete Products

If you receive a product that is different from what you ordered, or if essential parts or accessories are missing, please contact HIVE within the applicable return period.

Depending on the circumstances, we may arrange:

• Replacement
• Missing-item fulfillment
• Return
• Refund

5. Defective Products

If a product is defective, HIVE may assess the issue together with the relevant vendor or brand.

Depending on the product and applicable warranty, the available resolution may include:

• Replacement
• Repair under manufacturer/vendor warranty
• Return and refund
• Another appropriate remedy

Warranty claims may need to be handled directly with the manufacturer or authorized service provider when the applicable warranty requires this.

6. Change of Mind

HIVE does not automatically guarantee returns for change of mind.

Whether a customer may return a product simply because they no longer want it will depend on:

• The product category
• The vendor’s return terms
• The product page
• Whether the product has been used
• Whether the product can be resold safely
• Applicable law

If change-of-mind returns are available for a particular product, the applicable conditions will be displayed on the product page or communicated by HIVE.

7. Products That May Not Be Returnable

Certain products may be non-returnable because of their nature or applicable health, safety, hygiene, customization, or other restrictions.

Examples may include:

• Personalized or customized products
• Certain hygiene or personal-use products
• Certain beauty or cosmetic products after opening
• Perishable products
• Certain intimate products
• Digital products
• Products specifically marked as non-returnable
• Products excluded by the applicable vendor or manufacturer policy

If a non-returnable product arrives damaged, defective, incorrect, or incomplete, you should still contact HIVE within the applicable reporting period.

8. Return Conditions

Unless otherwise stated for a particular product, returned products should generally:

• Be in the condition required by the applicable return policy
• Include original packaging where reasonably required
• Include accessories, manuals, tags, or other included items where applicable
• Not have been intentionally damaged, altered, or misused

A return may be rejected if the product has been damaged through misuse, unauthorized modification, or other circumstances that are not covered by the applicable return terms or warranty.

9. How to Request a Return

To request a return or refund:

1. Contact HIVE through the available customer support channel.
2. Provide your order number and explain the reason for the request.
3. Provide photographs, videos, or other evidence if requested.
4. HIVE or the relevant vendor will review the request.
5. If approved, you will receive instructions for returning the product or completing the applicable resolution.

Do not send a product back to a vendor or HIVE address without receiving return instructions first.

10. Return Inspection

Returned products may be inspected by HIVE, the relevant vendor, or an authorized service provider.

The final resolution may depend on the result of the inspection.

If the returned product does not satisfy the applicable return conditions, the return or refund request may be rejected.

11. Refunds

A refund may be available when:

• An eligible order is cancelled
• An eligible product is returned and approved
• A product cannot be delivered
• A product is confirmed to be defective, damaged, incorrect, or incomplete
• A vendor is unable to fulfill an eligible paid order
• Another refund circumstance applies under the product or campaign terms

The amount refunded may depend on the circumstances of the order and the applicable policy.

12. Refund Method

Where possible, refunds will be processed using the original payment method or another appropriate payment method available through HIVE.

For payments made through third-party payment providers, the timing of the refund may also depend on the relevant payment provider or financial institution.

For manual payment methods, including certain mobile financial services, HIVE may require additional information to process the refund securely.

13. Refund Processing Time

After a refund has been approved, HIVE will initiate the refund within a reasonable processing period.

The time required for the funds to appear in your account may vary depending on:

• Payment method
• Bank or mobile financial service provider
• Transaction processing
• Vendor confirmation
• Return inspection
• Other circumstances outside HIVE’s direct control

Any specific refund timeline communicated for a particular product or transaction will apply where applicable.

14. Shipping Charges

Whether shipping charges are refundable depends on the reason for the return and the applicable product/vendor policy.

Where the return is caused by a confirmed issue such as an incorrect, damaged, defective, or incomplete product, HIVE may provide an appropriate resolution in accordance with the applicable policy and law.

For change-of-mind returns, where permitted, shipping or return costs may be the customer’s responsibility unless otherwise stated.

15. Cashback and Refunds

HIVE cashback is a separate benefit from the product purchase price.

A creator must first complete an eligible purchase and satisfy the applicable cashback requirements before cashback can be approved.

If a product or order associated with a cashback claim is cancelled, returned, refunded, or otherwise becomes ineligible:

• A pending cashback claim may be cancelled
• Cashback approval may be withdrawn
• Cashback already paid may be adjusted or recovered where reasonably necessary and permitted by applicable law

Creators should therefore complete the return/refund process before relying on any cashback associated with a disputed or returned purchase.

16. Cashback Does Not Replace a Product Refund

Cashback is not a substitute for a refund of the purchase price.

If a qualifying product is legitimately eligible for a refund, the product refund will be handled under the applicable return and refund terms.

Cashback eligibility will be assessed separately according to the HIVE cashback rules.

17. Fraudulent or Abusive Return Requests

HIVE may investigate accounts with unusual or repeated return and refund activity.

We may take appropriate action where there is evidence of:

• Fraudulent return requests
• False damage claims
• Product substitution
• Deliberate product damage
• Repeated abuse of the return system
• Payment fraud
• Other misuse of HIVE services

Such action may include rejecting a claim, suspending an account, cancelling cashback eligibility, or taking other appropriate measures subject to applicable law.

18. Vendor and Manufacturer Warranties

Some products may include a manufacturer’s or vendor’s warranty.

A warranty may provide repair, replacement, or another remedy after the standard HIVE return period has ended.

Customers should check the warranty information provided with the product and follow the applicable warranty process.

HIVE does not replace a manufacturer’s warranty unless expressly stated.

19. Policy Changes

HIVE may update this Refund & Returns Policy from time to time.

Any updated version will be published on this page with a revised effective date.

Product-specific return terms displayed at the time of purchase may also apply.

20. Contact Us

For return or refund assistance, please contact:

Please include your order number when contacting us about a return or refund.

Last Updated: August 21, 2026