Reach out and we'll help. What's possible depends on who supplied the item and what kind of reward it is, but we'd rather look into it than have you assume you're stuck with something.
Here's the quick version:
What you redeemed | Where things stand |
|---|---|
Gift card | Final once issued |
Cash equivalent | Final once issued |
Charitable donation | Final once made |
Branded company merchandise | Cancel within 24 hours. Returns and exchanges at your organization's discretion |
Marketplace physical goods | Returns and exchanges generally available |
Company store item | Set by your company |
Gift cards and digital rewards
Gift cards can't be returned, refunded, cancelled, or exchanged once they're issued. That's true across the industry, not just here, and it's why we confirm it at checkout before you complete the redemption.
Cash equivalent rewards and charitable donations work the same way. Once they're processed, they're done.
⚠️ Worth a second look at the merchant and the amount before you hit confirm. A gift card for the wrong brand can't be undone, and we'd hate for that to be how you spend your points.
If your gift card never showed up, that's a different problem and one we can definitely help with. Check your email including spam, then look under Your redemptions in the rewards portal. Still nothing? Email help@hithrive.com and we'll track it down.
Branded company merchandise
Branded items are usually made to order, which is why the rules here are a little different from ordinary online shopping.
Changed your mind? You have 24 hours from ordering to cancel. Email help@hithrive.com as soon as you can. After that, production has started and the item exists specifically for you, so there's nothing to cancel back to.
Arrived with a quality issue? Let us know. Send help@hithrive.com a quick description and a few photos of the item and packaging, and we'll take it from there.
Wrong size, or just not what you hoped? Returns and exchanges for reasons other than quality are up to your organization. Get in touch and we'll find out what your company's approach is.
💡 If there's a size chart at redemption, it's worth a glance. Made-to-order items are harder to swap than something off a shelf, so getting the size right up front saves everyone time.
If an item turns out to be unavailable after you ordered it, your points come back automatically and we'll let you know. Nothing for you to do.
Marketplace physical goods
Good news here: returns and exchanges are generally available for physical goods from the rewards marketplace.
Damaged or faulty? Email help@hithrive.com with a description and some photos, and we'll work with the supplier to get it sorted.
Want to return it for another reason? Get in touch. We'll process it where the supplier allows, and what's possible varies a bit by product. Just ask.
Company store items
If your company runs its own custom catalog, those items are fulfilled by your company rather than by us. That might be an internal team, a swag vendor, or something that isn't a physical item at all, like an experience or an extra day off.
Your company sets the policy here, so your HiThrive administrator is the person to ask.
Reporting a problem
The faster you tell us, the more options we have. When you get in touch, include:
What you redeemed and roughly when
What's wrong
Photos of the item and packaging
Email help@hithrive.com. We can see exactly what was ordered and when, which usually gets things moving quickly.
What we can help with
We can confirm what you redeemed and when, work with suppliers on quality issues, track down a missing digital reward, re-credit your points if an order can't be fulfilled, and process a return or exchange where one is available.
We can't reverse a gift card, or cancel a branded item once it's in production.
Everything else, just ask. Options vary by supplier and product, and we'd rather check than leave you guessing.
For administrators
Two things worth deciding before you share a gift guide with your team:
Your stance on merchandise returns. Since returns and exchanges on branded items are your call, employees will ask. The two questions that come up most are whether you'll cover a wrong-size exchange and who pays return shipping. Having an answer ready saves a round trip.
The 24-hour cancellation window. Call this out plainly in anything you write internally. It's short, and most people won't expect a deadline on something they just redeemed with points.