{"id":"175c6dcb-eaaf-4f10-a822-9aea66cc13f7","tenant_id":"","title":"Returns and Refunds","slug":"returns-and-refunds","excerpt":null,"content":"

Returns and Refunds: What to Do When Something Goes Wrong

Hiobuy purchases products from third-party sellers on your behalf. Return and refund requests are therefore subject to the seller’s policy, the shopping platform’s rules and the current order status.

Contact customer service as soon as you identify a problem.

Before the Seller Ships

If the seller has not shipped the product, we may be able to request an order cancellation.

Cancellation is not guaranteed because some sellers process orders quickly or do not accept cancellations for customized products.

After the Product Arrives at the Warehouse

When your product arrives, check the warehouse photos and inspection results.

You should submit a return request promptly if you notice:

\nIncorrect color or size\n
\nMissing items\n
\nVisible damage\n
\nMajor differences from the product description\n
\nIncorrect quantity\n
\nSeller delivery errors\n

Some returns may require domestic return shipping fees. These charges may be deducted from the refund.

After International Shipping

Once a parcel has left the warehouse, the product normally cannot be returned to the original seller through the standard domestic return process.

For parcel loss, damage or delivery problems, an investigation may need to be submitted to the international carrier.

Compensation depends on the shipping route, insurance coverage, carrier rules and evidence provided.

Refund Processing

Approved refunds are generally returned to your Hiobuy balance or the original payment method, depending on the transaction.

Processing times may vary.

Service fees, payment fees, domestic shipping fees and completed value-added services may not be refundable unless the issue was caused by a service error.

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