This page explains how you can pay on hespoke.in, how your payment data is handled, and what happens when a transaction does not go through.

3.1 Accepted Payment Methods

•     UPI (including all UPI apps and UPI Autopay where offered).

•     Credit and debit cards: Visa, Mastercard, Maestro, American Express, RuPay.

•     Net banking across major Indian banks.

•     Digital wallets and Buy Now Pay Later options offered by our payment partner at checkout.

•     HE SPOKE store credit and gift cards.

•     Cash on Delivery, subject to Section 3.3.

Available methods are shown at checkout and may vary by order value, pin code, and partner availability at that moment.

3.2 Currency, Pricing, and Taxes

•     All transactions are in Indian Rupees (INR) only.

•     All displayed prices are inclusive of GST. A tax invoice is included with your shipment and is available in your Account Dashboard.

•     Shipping and COD charges, where applicable, are shown separately at checkout before you pay.

•     Prices, discounts, and offers may change at any time without notice. The price applicable to your order is the one confirmed at the time of purchase. A subsequent price drop does not entitle you to a refund of the difference.

•     If a product is listed at a manifestly incorrect price due to a technical or human error, we may cancel the order and refund you in full. We will inform you before doing so.

3.3 Cash on Delivery

•     COD is available on eligible orders.

•     A ₹90 handling fee applies and is shown at checkout.

•     COD may not be available on selected pin codes, deep-discount SKUs, or promotional purchases.

•     Please keep the exact amount ready. Card on Delivery depends on the delivery executive's device and cannot be guaranteed.

•     COD refunds are issued as store credit. See Section 2.4.

•     We may disable COD for accounts with repeated refusals or a high rate of undelivered COD shipments.

3.4 Payment Security

•     Payments are processed by PCI-DSS compliant payment gateways over an encrypted connection.

•     HE SPOKE does not store your full card number, CVV, or PIN on its servers. Card storage, where you opt in, follows RBI tokenisation norms and is held by the gateway, not by us.

•     We will never ask for your CVV, OTP, UPI PIN, or password by phone, email, or WhatsApp. Any such request is fraudulent and should be reported to help@hespoke.in immediately.

•     Orders flagged by our fraud checks may be held for verification or cancelled with a full refund.

3.5 Failed and Pending Transactions

•     If money is debited but you receive no order confirmation, the transaction has most likely failed at the gateway. The amount is auto-reversed by your bank, typically within 72 hours and in some cases up to 7 working days.

•     Do not place the order again until the reversal is confirmed, to avoid a duplicate charge.

•     If the amount has not been reversed within 7 working days, write to help@hespoke.in with the transaction reference number, date, amount, and the debit entry from your statement, and we will take it up with the payment gateway partner.

•     Duplicate charges for a single order are refunded in full to the original payment method once verified.

3.5A Payment Pending

•     If a payment remains pending, customers should not immediately place the same order again using the same payment method until the payment status is resolved.

•     The payment status may take time to update due to delays between the payment gateway, bank, UPI network, card network or other payment service provider.

•     Where a transaction ultimately fails, any applicable reversal will be processed through the relevant payment system in accordance with applicable payment-system timelines.

•     Where HE SPOKE requires transaction details, bank statement evidence, screenshots or other information to investigate a payment issue, the applicable investigation timeline begins after the requested information is received.

•     Payment status updates and refund/reversal timelines depend on the payment gateway, bank, card network, UPI network or other payment service provider. HE SPOKE cannot guarantee the exact time at which a bank or payment provider will credit or reverse an amount after HE SPOKE has initiated the applicable process.

3.6 Discounts, Coupons, and Store Credit

•     Only one discount code may be applied per order, unless a specific offer states otherwise.

•     Coupons cannot be clubbed with certain promotions and cannot be applied retrospectively to a placed order.

•     Store credit can be combined with any other payment method to complete an order.

•     If an order paid partly with a coupon is returned, the refund is limited to the amount actually paid. Coupon value is not refunded in cash and, where the coupon was single-use, is not reissued unless the order was cancelled by us.

•     We may withdraw or modify an offer at any time, and may cancel orders where a discount code has been obtained or used in an unintended way.

3.6A Gift Cards

•     Gift cards, where offered, are redeemable only through hespoke.in, are not refundable or exchangeable for cash, and are subject to the validity period and other terms communicated at the time of purchase.

•     Gift cards cannot ordinarily be used to purchase another gift card unless expressly permitted.

•     Where a product purchased using a gift card is validly returned, the portion paid using the gift card will generally be restored as gift card or store value rather than refunded as cash.

3.7 Order Cancellation and Refunds by HE SPOKE

•     We may cancel an order, in whole or in part, where the item is out of stock, the address is not serviceable, a pricing error has occurred, or the order fails our fraud checks.

•     In every such case the full amount paid, including shipping and COD charges, is refunded to the original payment method within 5–7 working days.

3.7A Chargebacks and Payment Disputes

•     Where a customer raises a chargeback or payment dispute through their bank, card issuer, UPI provider or payment service provider, HE SPOKE may provide the relevant payment service provider with transaction, order, delivery, return, refund and communication records reasonably required to investigate and respond to the dispute.

•     Customers are encouraged to contact help@hespoke.in first for order, delivery, return or refund-related concerns so that HE SPOKE can investigate and resolve the matter where possible.

•     This clause does not restrict any rights available to customers through their bank, card issuer, payment network or applicable law.

3.7B Third-Party Service Providers

•     HE SPOKE may use third-party technology and service providers for payment processing, checkout, fraud and risk assessment, customer communication, order processing, returns management and reverse logistics.

•     These may include Razorpay, GoKwik, Returns Prime and applicable logistics partners, as well as other service providers engaged by HE SPOKE from time to time.

•     The availability and functionality of particular payment, checkout, return or communication features may depend on the applicable service provider.

•     Use of a third-party service provider does not modify the terms of this Policy applicable to the customer's order.

3.8 Payment FAQs

Q. Money was deducted but I did not get a confirmation. Has my order been placed?

If you did not receive a confirmation email or SMS, the order was not placed and the payment failed at the gateway. The amount is usually reversed within 72 hours. If it has not returned in 7 working days, write to help@hespoke.in with the transaction reference.

Q. Is Cash on Delivery available?

Yes, on eligible orders and pin codes, with a ₹90 handling fee. Deep-discount and promotional items may be excluded.

Q. Do you store my card details?

No. We do not hold your card number or CVV. Saved cards are tokenised and stored by our PCI-DSS compliant payment gateway under RBI norms.

Q. Can I pay part in store credit and part by UPI?

Yes. Apply your store credit at checkout and pay the balance by any available method.

Q. Are prices inclusive of GST?

Yes. Every price on the site includes GST. Your tax invoice ships with the order and is available in your Account Dashboard.

Q. The price dropped a day after I ordered. Can I get the difference?

No. The applicable price is the one confirmed at the time of your order. Prices and offers change frequently.

Q. Can I change my payment method after placing the order?

No. The payment method selected during checkout cannot be changed after the order has been placed. Orders cannot be cancelled after placement, so customers should select their preferred payment method before completing the order.

Q. Do you offer EMI?

EMI and Buy Now Pay Later options appear at checkout when our payment partner supports them for your order value and card or account.