Return PolicyUpdated a month ago
Can I return or exchange a product if it is defective? Yes! If your product is defective or damaged, you can request a return or exchange. Please contact our support team directly at [email protected].
To speed up the process, please include photo or video evidence of the issue in your email. Our team will review it and arrange a replacement or refund at no extra cost to you.
What should I do if I receive the wrong product? Please email [email protected] with your order number and a photo of the item you received. We will immediately send you the correct product and provide a prepaid label to return the incorrect item—we cover all shipping costs for our mistake.
How long after delivery can I return the product? We offer a 30-day return and exchange policy starting from the date your order is marked as delivered.
Who pays for return shipping?
Defective, damaged, or incorrect items: HiZoo covers the return shipping cost 100%.
Change of mind / No longer needed: You are responsible for the return shipping cost. This will be the actual cost of the label or a flat $15 fee, which will be deducted from your final refund amount.
Can I return a product if it has been opened or lightly used? Yes. We accept returns for items that have been opened or lightly used — as long as they are in good condition with no visible damage or excessive wear.
All original components (box, charging cable, dust bag, HiZoo card) must be included to receive a full refund.
Can I return a product if there’s no issue with it? Yes, as long as your item is in returnable condition and the request is made within 30 days of delivery. Please note: missing accessories will result in a $1–$5 deduction per item from your refund.
Can I repurchase the product while my return is being processed? Absolutely. You can place a new order at any time, even while your return for the original item is underway.
Can I return a gift? Yes, gifted items can be returned within 30 days of the delivery date. Please contact support with the order number or the purchaser's name/email so we can locate the proof of purchase and process the return for you.
How long does the refund process take after a return? Once your return is received and inspected by our warehouse, refunds are typically processed within 5 business days.
Please allow an additional 2–3 business days for your bank or credit card provider to post the funds to your account. If more than 10 business days have passed since your refund confirmation, please contact us at [email protected].
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