HBL acts solely as a payment settlement agent between Customers and Merchants and does not guarantee the quality, quantity, specifications, or offers related to the products, which remain the Merchant’s responsibility. Customers must review all guidelines carefully, as HBL Marketplace disclaims any liability concerning product-related obligations.
The customer acknowledges that if any payment/charges for their Marketplace order are not debited due to a system error (regardless of the payment instrument used on payment gateway), they authorize HBL with full consent to subsequently debit the owed amount from any of their HBL bank account or issued credit cards.
Complaints arise from disputes between users and merchants when either party is dissatisfied with the resolution of an issue. Before filing a complaint, users must attempt to resolve the matter directly with the Merchant. Upon raising a complaint within the specified timeline, the payment may be withheld from the Merchant and reversed to the user if necessary.
If a Merchant rejects a user’s return request and the User escalates the complaint, HBL call center team will mediate. A refund will be issued only if the complaint is resolved in the user’s favor and the product is returned. If the Merchant’s position is upheld, no refund will be granted.
To verify claims, Users may be required to provide an unboxing video for quality and quantity assurance.
This process applies to Users who fail to resolve complaints with Merchants or are dissatisfied with the Merchant’s resolution. Complaints must be filed within 48 hours of delivery for any damage or loss after this period is the User’s sole responsibility.
If a Merchant cannot provide a refund or replacement, the HBL Marketplace team will assist in resolution. Filing a complaint does not guarantee a refund or replacement—HBL marketplace and call center team will validate claims and process only genuine cases. HBL/Marketplace decisions are final and binding.
HBL reserves the right to disclose user information to law enforcement or government authorities if required by law, including in cases of suspected illegal activity or personal injury risks.
With User consent, HBL may use transaction history, preferences, and personal data to deliver tailored promotions, discounts, events, and offers via email, web, text, phone, or HBL’s call center. This includes cookies or similar technologies for personalized content.