Return and Refund Policy
We will do our utmost to ensure that the product meets your satisfaction and even exceeds your expectations. However, we are well aware that achieving this goal completely may pose certain challenges. Nevertheless, we promise to fully assist you in resolving any product-related issues that may arise.
Return and Refund
Our policy is valid within 15 days of receiving the parcel. If more than 15 days have passed since the date of delivery, we regret to inform you that we are unable to process refund or exchange requests.
Most of our products are handmade. To ensure consistent quality, we implement a comprehensive quality assurance process. Initially, we inspect all raw materials for defects to ensure only high-quality materials are used. Then, upon completion of the handmade production process, each item undergoes a second quality inspection to verify that it matches the specifications of the customer's order. Prior to shipment, a final quality check is conducted to ensure there are no imperfections in the product details. In addition, each product is recorded on video before packaging to confirm its condition. The items are then securely packaged to ensure safe transportation. Due to the customized and handmade nature of these products, returns are not accepted.
If you discover a defective product upon opening your package:
- Reason 1: The product was damaged during transit. We will investigate the matter in coordination with our logistics provider.
- Reason 2: The issue resulted from an oversight in our quality inspection process. We will review the relevant surveillance footage to verify the situation.
In either of the above cases, if the claim is confirmed to be valid, we will offer a refund, replace the item, or process an exchange, as appropriate. Therefore, if you receive a defective product, please refrain from discarding the original packaging. Instead, contact us immediately, provide your order number, and take clear photographs of the shipping label and the exterior packaging. We will promptly assist you with the resolution.
If a product return is applicable, please ensure that the item is in its original condition and that the packaging remains intact. Kindly send an email to support@hiyoer.com, and we will provide you with the appropriate return address. Please note that the customer is responsible for all return shipping costs. Upon receipt of the returned package, we will process the refund promptly, and the funds will be available within 3–7 business days.
Refund Delayed
Refunds are typically processed and returned to the original payment method within 3 to 7 business days. If the refund has not been received within this timeframe, we recommend verifying your payment account or contacting your credit card issuer or financial institution for further clarification. Should the issue persist after completing these steps, please send an email to support@hiyoer.com for further assistance.