Refund PolicyUpdated 20 days ago
HiZoo Refund Policy
At HiZoo, your satisfaction is our priority. If something’s not quite right, we’ve made our refund and return process simple, clear, and fair.
1. 30-Day Satisfaction Guarantee We offer a 30-day return and exchange window, starting from the date your order is marked as delivered. If you’re not satisfied, you may request a refund or exchange within this period — no hassle.
2. Refund Eligibility To be eligible for a refund, the returned item must:
Be returned within 30 days of delivery.
Be in good condition, with no visible damage or excessive wear.
Include all original components: packaging, dust bag, charging cable, and HiZoo card.
Note: Missing components will result in a $2–$15 deduction per item. Light use is completely fine. We simply ask that the item is returned in a condition suitable for restocking.
3. How to Request a Refund To initiate a return, please contact our support team directly. We handle all requests personally to ensure a smooth experience.
Email us at [email protected] with:
Your Order Number
The reason for the refund request
Photo or video evidence (required only if the item is defective, damaged, or incorrect)
Our team will review your request and provide a return shipping label and instructions. Once your return is received and inspected, we’ll process your refund.
4. Refund Processing Time Refunds are issued to the original payment method within 5 business days after your return has been inspected by our warehouse.
Please allow an additional 2–3 business days for your bank or card provider to reflect the refund.
If more than 10 business days have passed since your refund was confirmed, contact us at [email protected].
5. Return Shipping Costs
HiZoo covers return shipping for defective, damaged, or incorrect items.
For change-of-mind returns, customers are responsible for the return shipping cost. This will be the actual carrier cost or a flat $15 fee, deducted from your refund.
6. Non-Refundable Items Refunds cannot be issued for:
Items missing required components.
Items damaged beyond normal use.
Final sale or customized items.
Returns sent without prior approval from our support team.
7. Exchanges To exchange a product, please email [email protected]. Once your return is marked as “in delivery,” we will automatically process your replacement order.
Note: We only offer exchanges for the same product type. Design swaps are not available.
Need help? Contact us anytime at [email protected]. We're happy to assist you.