Refund Policy

Policy Summary — the short version:

30-day money-back guarantee on every order, starting from the delivery date.
Changed your mind? You can cancel your order within 12 hours for an instant full refund.
Item arrived damaged, defective, or wrong? We refund or replace it — a photo is usually all we need.
Refunds are issued within 1 to 3 business days after approval.
Just email us first: customer_service2009@outlook.com. We answer within 1–2 business days and we will always find a solution.

Overview

At HiZoo, we want you to be completely satisfied with your purchase — that's why every order is covered by our 30-day money-back guarantee. If you are not happy with your order for any reason, contact us within 30 days of delivery and we will make it right with a refund, replacement, or store credit. Refunds are never a problem for us: if you want your money back, we will process it.

Order Cancellation

If you change your mind right after purchasing, you can cancel your order within 12 hours of placing it for a full and immediate refund — no questions asked. Simply email us with your order number and the word "CANCEL". After 12 hours, your order may have already been processed for shipping, in which case the standard 30-day return process below applies.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or if you received the wrong item, contact us within 30 days of delivery with a photo or short video of the issue. In most cases, you will not need to return anything — we will send you a free replacement or issue a full refund right away, your choice.

Conditions for Returns (Change of Mind)

Tried your HiZoo and decided it's not for you? That's okay — our guarantee lets you actually try the product. To be eligible for a return, your item must meet the following criteria:

The request is made within 30 days of the delivery date.
The item is in good condition, without damage caused by misuse.
The item is returned with its original packaging and included accessories whenever possible.
You provide your order number or proof of purchase.

Step-by-Step Return Process

1. Initiate the Return: Contact our support team at customer_service2009@outlook.com with your order number and the reason for the return. We respond within 1–2 business days.

2. Wait for Instructions: If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return cannot be accepted, so please always contact us first.

3. Ship the Item: Package the item securely and ship it back using the address we provide. For change-of-mind returns, you are responsible for the return shipping cost; original shipping costs are non-refundable. For damaged or defective items, you pay nothing.

Refund Processing Time

Once your return is received and inspected (or your photos are reviewed, for cases that don't require a return), we will notify you by email of the approval of your refund. Approved refunds are processed within 1 to 3 business days to your original payment method. Depending on your bank or credit card issuer, it may take an additional 5 to 10 business days for the credit to appear on your statement.

Late or Missing Refunds

If you haven't received your refund after 10 business days, first check your bank account or credit card statement again, then contact your bank — refunds often take time to be officially posted. If you've done this and still have not received your refund, email us at customer_service2009@outlook.com and we will send you proof of the refund transaction and help you track it down.

Please Contact Us Before Opening a Dispute

If you have any problem with your order — a delay, a defect, or simply wanting your money back — please email us before opening a dispute or chargeback with your bank or payment provider.

We say this for your benefit: a bank dispute can take 30 to 90 days to resolve and may freeze the amount during that time, while contacting us directly gets your refund processed in as little as 1 to 3 business days. We reply to every message and we honor our 30-day guarantee — there is never a need to dispute a charge to get your money back from us.