1. Return Eligibility
We accept returns for products purchased from hilovi.xyz under the following conditions:
- Timeframe: Returns must be requested within 30 days from the date of delivery.
- Condition of the Product: The product must be unused, undamaged, and in the original packaging with all accessories, including manuals, charging cables, etc.
- Proof of Purchase: You must provide proof of purchase, such as an order confirmation email or receipt.
2. Non-Returnable Items
The following items are not eligible for return:
- Products that have been opened or used beyond testing.
- Customized or personalized items.
- Items purchased during promotional sales or clearance events.
- Products damaged due to misuse or improper handling.
3. How to Return a Product
To initiate a return, please follow these steps:
- Contact Customer Support: Email us at admin@hilovi.xyz or use our website’s live chat support within 30 days of receiving the item.
- Provide Details: Include your order number, a brief description of the issue, and any supporting photos if applicable.
- Return Authorization: Once your return request is approved, we will provide you with a return authorization and instructions on how to send the product back.
- Ship the Product: Pack the item securely in its original packaging. Please ensure that the product is returned to us in the same condition as it was received. The customer is responsible for the shipping cost of the return unless the item is defective or damaged.
4. Refunds & Exchanges
- Refunds: Once we receive the returned product and confirm that it meets our return criteria, a full refund will be processed. Refunds will be issued to the original payment method. Please allow up to 7 business days for the refund to appear in your account.
- Exchanges: If you prefer an exchange instead of a refund, we can arrange to send you a replacement item (subject to stock availability). Please let us know your preference when you contact us.
5. Defective or Damaged Products
If you receive a defective or damaged product, please contact us immediately upon receiving your order. We will provide you with a return label and instructions to return the defective item at no cost to you. Once we confirm the issue, we will offer you a full refund or send you a replacement item based on your preference.
6. Cancellations
If you wish to cancel your order, please contact us within 24 hours of placing the order. If the order has not yet shipped, we will cancel it and issue a full refund. Once the product has shipped, you will need to follow the standard return procedure.
7. International Returns
For customers outside our primary shipping region, international returns are accepted, but the customer is responsible for return shipping costs. We recommend using a trackable shipping service to ensure the safe return of your product.
8. Contact Us
If you have any questions or concerns about our return policy, please don’t hesitate to reach out to our customer support team:
- Email: admin@hilovi.xyz