Refund policy

At HiSoo, your satisfaction is our priority. If something’s not quite right, we’ve made our refund and return process simple, clear, and fair.

1. Order Cancellations: We can only process cancellations for orders that have not yet entered the shipping process. Once an order is dispatched, it must follow the standard return process.

2. 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.

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 support@hizzo.co 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.

Note: Do NOT send returns to the address on your original shipping label. We only accept returns sent with our authorized return label provided by our support team.

4. Return Shipping Costs

• HiSoo 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.

5. 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. If any items are missing, the following fees will be deducted from your refund:
• Charging cable: $10
• Dust Bag: $15
• Packaging: $15
• HiSoo Card: $2
• Control Panel: $35 (For Hisoo Relief Belt Pro Only)
• Remote Control: $35 (For Hisoo Relief Belt Pro Only)

Note: Light use is completely fine. We simply ask that the item is returned in a condition suitable for restocking.

6. Restocking Fees

To ensure a timely return process, a restocking fee will be applied based on how many days past the 30-day return window the item is dispatched (using the provided shipping label). The 30-day window begins on your order's delivery date:

• Days 0–5: No restocking fee. (Recommended)
• Days 6–10: $25 restocking fee.
• Days 11–20: $50 restocking fee.
• Days 21–28: $100 restocking fee.
• After Day 28: No refund will be issued.

Return early to enjoy a full refund with $0 restocking fees!

7. Non-Refundable Items

Refunds cannot be issued for:

• Items missing required components (after accounting for the specific deductions listed in Section 2).
• Items damaged beyond normal use.
• Final sale or customized items.
• Returns sent without prior approval from our support team.
• Returns dispatched more than 28 days after the return window expired.

8. Bundle Orders (Partial Returns)

If you purchased a bundle (e.g., a set of 2 or 3), partial returns will void the bundle discount. The refund will be the total order amount minus the full retail price of the items you retain.

9. 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 support@hizzo.co.

10. Exchanges

To exchange a product, please contact support@hizzo.co. Please note that we only offer exchanges for the same model if the item is defective, damaged, or incorrect. We do not accept exchanges for different designs or models, even within the 30-day window. For functional defects covered under our long-term policy, please refer to the HiSoo Warranty Policy.

11. Purchases via Authorized Platforms (Amazon, TikTok, etc.)

If you purchased your HiSoo product through one of our authorized third-party platforms, such as Amazon or TikTok Shop:

• Direct Support: Please contact the platform’s official customer service through their respective app or website to initiate a warranty claim or return.
• Platform Policies: Returns and exchanges for these orders are governed by the specific policies of the platform where the purchase was made.
• Official Website Support: While we are happy to answer general product questions, for order-specific issues (like shipping or refunds) on external platforms, you must contact their dedicated support teams for faster resolution.

12. Denials & Acceptance

HiSoo reserves the right to refuse any return that does not comply with this policy, including items that are used, incomplete, outside the return window, or sent to an unauthorized address. Denied returns may be sent back to the original sender at the customer’s expense. By placing an order with HiSoo, customers acknowledge and agree to this Return and Refund Policy.