Last updated: 30th of June 2026
We want every order on Harrena to go smoothly. When it doesn't, this policy explains how refunds work.
1. How your payment is protected
When you pay for an order, the money is held safely by HarrenaPay. It is not released to the seller until you confirm delivery or the dispute window on your order closes. This means you are protected before the seller is paid.
2. When you can ask for a refund
You can raise an issue within the dispute window shown on your order if:
3. How to request a refund
Open a dispute on your order before the dispute window closes and tell us what went wrong. Photos or other evidence help us review your case quickly. Our team will look at the order and decide a fair outcome.
4. How refunds are paid
Approved refunds are issued to your HarrenaPay wallet as store credit, which you can use on any seller on Harrena. We do this so refunds are fast and traceable. Where the law requires a refund to your original payment method, we will follow the law.
5. Delivery fees
Delivery fees are paid to the logistics partner and are separate from the product price. Once an item has shipped, delivery fees are generally not refundable, except where the law says otherwise.
6. Items that may not qualify
Some items cannot be refunded once delivered, such as certain pharmacy or perishable goods, for safety and health reasons, unless they arrived faulty or wrongly described.
7. After the dispute window
Once you confirm delivery or the dispute window closes, payment is released to the seller and the order is treated as complete. We may not be able to reverse a completed order, so please check your order before confirming.
8. Contact us
For help with a refund, email hi@harrenapay.com.
