Refund policy

At HiZoo, we prioritize your satisfaction. If anything doesn’t meet your expectations, we’ve designed a return and refund process that is clear, fair, and easy to follow.

This policy applies to all orders placed through our official website hizoo.website

1. Order Cancellation

Orders can only be cancelled before they enter the shipping stage.

Once the order has been dispatched, cancellation is no longer possible, and the return process must be followed instead.

To request a cancellation, contact our support team as soon as possible at:
support@hizoostore.co

2. 30-Day Satisfaction Policy

We provide a 30-day period for returns or exchanges, starting from the date the order is marked as delivered.

If you are not happy with your purchase, you can request a refund or replacement within this timeframe.

3. Return & Refund Requests

To initiate a return, reach out to our support team via email.

Send your request to support@hizoos.website including:

  • Order number
  • Reason for the return
  • Photos or videos (required only for defective, damaged, or incorrect items)

After reviewing your request, we will provide:

  • A return shipping label
  • Step-by-step return instructions

Refunds are processed after the returned item is received and inspected.

⚠️ Important:
Do not send items back using the original shipping address. Returns are only accepted with the official label provided by our support team.

4. Return Shipping Fees

Return shipping responsibility depends on the situation.

HiZoo will cover the return cost if:

  • The item is defective
  • The item arrived damaged
  • You received the wrong product

Customers must cover return shipping if:

  • The return is due to personal preference
  • The product is no longer desired

In these cases, the cost will be:

  • The actual shipping cost, or
  • A fixed $15 return fee

This amount will be deducted from the refund.

5. Conditions for Refund

To be eligible for a refund, items must:

  • Be returned within 30 days after delivery
  • Be in good condition
  • Show no excessive damage or wear
  • Include all original parts

Missing components may result in deductions:

  • Charging cable — $10
  • Dust bag — $15
  • Packaging — $10
  • HiZoo card — $2

Normal product testing is acceptable, but items must remain suitable for resale.

6. Restocking Fees

To keep our process efficient, restocking fees may apply depending on when the return is shipped:

  • Days 0–5: No fee
  • Days 6–10: $25
  • Days 11–20: $50
  • Days 21–28: $100
  • After 28 days: Not eligible for refund

Returning earlier avoids these fees.

7. Non-Refundable Items

Refunds will not be granted for:

  • Items missing parts
  • Products damaged beyond normal use
  • Final sale items
  • Personalized or custom products
  • Unauthorized returns
  • Returns sent after the allowed period

8. Bundle Purchases

If an item was bought as part of a bundle or promotion, returning only part of it will cancel the discount.

Refund calculation:
Total paid – full price of retained items

9. Refund Timeline

Once your return is received and inspected, the refund will be issued within 5 business days.

Please allow an additional 2–3 business days for your bank or card provider to process it.support@hizoos.website If more than 10 business days have passed, contact:

10. Exchanges

To request an exchange, contact support@hizoos.website

Exchanges are only available for items that are:

  • Defective
  • Damaged
  • Incorrect

We do not offer exchanges for variations like color, model, or design.

For additional coverage, refer to the HiZoo Warranty Policy.

11. Third-Party Purchases

If your purchase was made through platforms such as:

  • Amazon
  • TikTok Shop
  • Other official marketplaces

Returns and refunds must be handled directly through those platforms, following their policies.

We can assist with general product questions, but order-related issues must be resolved through the platform.

12. Return Rejection

HiZoo reserves the right to reject returns that do not meet this policy, including items that are:

  • Used beyond normal testing
  • Incomplete
  • Outside the return period
  • Sent to unauthorized addresses

If a return is denied, the product may be sent back to the customer at their expense.

By placing an order on hizoo.website, you agree to this Return & Refund Policy.