Orders and Returns Policy

Overall Order – Related Overview

At HIMA ALAYA PTE. LTD., we aim to provide a seamless ordering experience. When you place an order on our platform, you’re entering into an agreement with the specific merchant from whom you’re purchasing the product. Each merchant has its own set of operational procedures, but we’ve established a set of policies to ensure transparency and fairness throughout the process.

1. Order Processing

Once you place an order on our website, you’ll promptly receive an order confirmation email containing all the details of your purchase. Please carefully review this confirmation for accuracy. If you spot any discrepancies, you must contact the relevant merchant directly to resolve the matter, as all transactions are managed by the merchants listed on our platform.

Orders are typically processed within 24 hours. In the event of any issues related to stock availability or order fulfillment, we recommend that you reach out to the specific merchant directly for a resolution.

2. Payment

We facilitate secure payments via Credit Card, and all transactions are processed through our highly secure payment gateway. All applicable taxes and shipping charges are clearly calculated and displayed at the checkout stage.

If you have any payment-related queries, please contact the merchant directly. Should you encounter difficulties in communicating with the merchant or if they fail to resolve your payment issue, please contact us at [email protected], and we’ll assist you in addressing the problem.

3. Shipping and Delivery

For detailed information on shipping and delivery, including estimated delivery times, shipping methods, and tracking procedures, please refer to our dedicated Shipping Policy.

In general, after your order is processed, you’ll receive a tracking number to monitor the status of your shipment. Delivery times may vary depending on the shipping method and destination, but the merchant is responsible for fulfilling your order within the agreed-upon timeline.

If you don’t receive your order within the specified delivery time, please contact the merchant directly. If you’re unable to resolve the issue with the merchant, please reach out to us for assistance, and we’ll ensure that your concern is addressed within 24 hours.

4. Exchange Policy

If you receive a defective, damaged, or incorrect item, please contact the merchant directly within 7 – 30 days of receiving the product. The merchant will provide you with detailed instructions on how to proceed with the exchange. Items must be in their original, unused condition to be eligible for an exchange.

If the merchant fails to respond or refuses to provide an exchange within a reasonable timeframe, please contact us at [email protected], and we’ll address the issue on your behalf within 24 hours.

5. Return Policy

We understand that sometimes a product may not meet your expectations. If you wish to return an item, you may initiate a return with the merchant within 30 days of receiving the product. The item must be unused, in its original packaging, and in a resellable condition.

If the merchant does not accept the return or fails to provide a timely response, please contact us. We’ll intervene and assist in resolving the issue within 24 hours.

6. Refunds

Refunds will be processed in accordance with the merchant’s return and exchange policies. Once the return is accepted, the merchant will initiate a refund to your original payment method. Refunds typically take 1 – 7 business days to process. If you don’t receive your refund within the specified timeframe, please contact the merchant directly.

If you face difficulties with the merchant during the refund process, please contact us, and we’ll assist in ensuring that your refund is processed promptly within 24 hours.

7. Merchant Failures

If you encounter any issues with a merchant, such as failure to fulfill an order, not responding to queries, or not adhering to the agreed return or exchange policies, please let us know immediately. We take these issues seriously and will work with the merchant to resolve the situation as quickly as possible. If necessary, we’ll take appropriate action against the merchant to ensure compliance with our platform’s standards.

We guarantee that we’ll respond to any complaints or issues within 24 hours and take immediate steps to resolve the problem.

8. How to Contact Us

If you have any questions or concerns about an order, exchange, or return, or if you need assistance with a merchant, please don’t hesitate to contact us:

· Email: [email protected]

· Address: 105 Cecil Street, #23-00 The Octagon, Singapore 069534

· Phone: +65 8408 9243

9. Dispute Resolution

If a dispute arises between you and a merchant on our platform and it cannot be resolved through direct communication, we’ll act as a neutral third party to help mediate the dispute. We encourage all parties to work together in good faith to reach a fair resolution.

By purchasing products from the marketplace, you agree to follow the policies outlined here. We at HIMA ALAYA PTE. LTD. are committed to ensuring that your shopping experience on www.himacommerce.com is positive, and we’ll do everything we can to address any issues promptly and fairly.