Refund policy

Updated: May 20, 2024

We are certain that you will adore your Hiooz.com order when it arrives, but if you don't for any reason, please contact us via our contact page or reply to the shipping update emails, and we will make it right.

HIOOZ Return and Exchange Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return Conditions

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Process

To start a return, you can contact us at info@hiooz.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@hiooz.com.

Reasons for Return

Generally, there are two reasons for return:

Product Quality Issue or Transportation Damage: We will provide free return and exchange services.
Customer Dislikes the Product: The customer needs to pay the shipping cost for the return and exchange.

Damages and Issues

We understand and share your frustration when this happens. If you have received a damaged, defective, or the wrong product, please contact us and let us know the details of your order, and we will sort it out for you as soon as possible. We will provide free returns and exchange services. It is your responsibility to check goods once they have been received to ensure everything has arrived safely from transit. Lighting products contain a range of materials, and in some cases where an item is found damaged or faulty, the item will need to be returned to us so we can send out a new product. Please note that you must inform us within 48 hours of receiving your delivery if items have arrived damaged. Outside of this 48-hour window, the returns policy does not cover you for goods damaged in transit.

Eligible for Partial/Full Refund & Replacement

Any item not in its original condition, which means damaged or missing parts for reasons not due to our error.
Any item different from the item’s description.
Any item returned to the sender without being delivered.
Any item that hasn’t been delivered within 90 days.

All the cases above will be eligible for a partial/full refund and replacement.

Not Refundable

Products that do not meet the 30-day return and exchange policy.
Purchases over $5,000 (including $5,000).
Customized products made according to customer's wishes.
Misunderstanding of product listing despite clear indication of non-discounted items.

For items not eligible for return refunds, you will be responsible for your own return shipping costs. Shipping charges are non-refundable. And we will deduct up to 70% of the cost + service fee from your refund amount.

We do not accept any unregistered packages, and any unregistered packages will be rejected.

Despite our efforts to provide accurate product descriptions, there may still be variations from the actual product. We encourage customers to inquire as much as possible to ensure the shopping experience meets expectations. Our customer service representatives will be more than happy to address any questions you may have.

Order Cancellation

Cancelling orders is only possible within 24 hours after order confirmation. After this time, we cannot provide a refund. (Sometimes, if the order hasn’t been shipped, we may be able to cancel your order, so please contact us if you haven’t received the shipment confirmation.)

Our Returns Process

Read our return policy above to determine whether your order qualifies to be refunded/returned.
Submit an inquiry including your reason for return at info@hiooz.com.
We confirm the refund amount you qualify for depending on your reason for return and items in your order.
We provide the return address and shipment labeling instructions. If you do not follow our instructions, we cannot give you your refund.
You ship the item at your own cost. We do not cover the cost of return shipping or provide pre-paid labels. Please print out your order confirmation email and include it in the returning package.
Notify us via email that you have sent your return and provide us with your tracking number if applicable.
We will process your return within 3-5 business days of receiving your returned items.
If the package is shipped from our factory to the destination, you need to return the package to our factory. If the package is shipped from our warehouse to the destination, you need to return the package to our warehouse, so we need to provide a different return address according to your order.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds (if applicable)

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us.