Claims and Disputes Policy

We take great care in preparing and delivering every order. If something arrives damaged, incorrect, or incomplete, we want to make it right quickly. This policy explains how to report such issues, what we need from you, and what you can expect from us in return.

Jump to
What This Covers/ What You Need/ How to Report/ Resolution/ Exclusions/ Jurisdiction
Scope

What This Policy Covers

This policy applies to issues discovered at or around the time of delivery. The following types of claims are covered:

  • Damaged items
  • Missing products
  • Incorrect item received
  • Shortages (partial delivery)
  • Order marked delivered but not received

Not covered here: If you wish to return an item or believe your product has a manufacturing defect, those are handled separately. Visit our Return Policy or Warranty Policy instead.

Documentation

What You Need to Submit

Before reaching out, make sure you have the following ready. Incomplete submissions may delay resolution or result in a declined claim.

Order Number
Your Hundred order number, as shown in your confirmation email or order history
Description
A clear and specific description of the issue, including which item is affected and how it differs from what you ordered
Photos
Clear photographs of the affected item, any visible damage, and the packaging it arrived in
Unboxing Video
A continuous, unedited video showing the unopened package, the complete unboxing process, and clear evidence of the issue. This is strongly required for missing item, mismatch, shortage, and transit-damage claims. If a valid unboxing video is not available, we may review the claim based on other supporting evidence, but the claim may be declined if the issue cannot be reasonably verified

Why the unboxing video? It is the most reliable way for us to verify delivery-related issues and ensures we can act on your claim without delay. We recommend making it a habit to record your unboxing for every delivery.

Privacy: Photos, videos, and documents submitted for claims will be used only for claim verification, fraud prevention, logistics investigation, and customer support, in line with our Privacy Policy.

Reporting

How to Report an Issue

All claims must be reported within 24 hours of delivery. Claims submitted after this window will not be accepted, so please inspect your order as soon as it arrives.

You can reach us via email at support@hndrd.co, on WhatsApp at +91-8859-100-100, or through our Contact Us page. Claims submitted via any of these channels are accepted, provided all required documentation is included.

Tampered or damaged packaging on arrival? If your package appears visibly damaged, tampered with, or seal-broken before you open it, photograph it immediately before proceeding. Include these photos in your claim. We recommend not accepting delivery of packages that appear to have been opened or severely damaged in transit and contacting us right away.

Do not discard your packaging. Please retain the outer packaging, shipping label, invoice, tags, and all items received until your claim is fully resolved. We may request additional photos or arrange a pickup of the product or package for verification with our logistics partner.

  1. Inspect on delivery Check your order as soon as it arrives. Do not discard any packaging until you have confirmed everything is correct and matches your order.
  2. Report within 24 hours Contact us via email, WhatsApp, or our Contact Us page within 24 hours of delivery. Include your order number, a description of the issue, and all required documentation.
  3. We acknowledge within 48 hours Our team will acknowledge your submission within 48 hours and reach out to confirm next steps or request any additional information.
What Happens Next

Resolution

Timeline
We aim to acknowledge all claims within 48 hours and resolve eligible claims within 7 to 10 business days wherever possible
If Approved
Depending on the nature of the issue, we will offer one or more of the following: replacement of the product, shipment of the missing item, or exchange for the correct product. If the required item is out of stock, a full refund will be issued to your original payment method. The final remedy will depend on the claim type, product availability, and verification outcome
If Not Approved
Our Customer Care team will reach out to explain the reason. You may escalate unresolved claims to our Grievance Officer listed on our Contact Us page. Consumer complaints will be redressed within one month from receipt, in line with applicable law
Limitations

When a Claim May Be Declined

Claims may not be approved in the following circumstances:

Late Submission
The issue was reported more than 24 hours after delivery without a reasonable explanation
Incomplete Evidence
Required documentation is missing, insufficient, or appears to have been altered
Packaging Discarded
The outer packaging, shipping label, or items were discarded before verification could be completed
Product Used
The product was used after the issue was discovered, making it difficult to assess the original condition
Misuse or Wear
The damage appears to have been caused by misuse, improper handling, or normal wear and tear rather than a delivery issue
Outside Policy Scope
The issue does not fall within the types of claims covered by this policy