Within 10 days from the date of receipt of the goods, if there is a product quality problem, you can directly apply for a refund or exchange service. If it exceeds 10 days, it will be replaced or repaired according to the specific situation.

If you have a product quality issue to report, you can write us an email at hello@hiby.com and we will suggest solutions. If we feel that we need to check by the technical team, we will notify you to return the product and provide the return address of our warehouse according to your location. Please be aware that we do not accept a random return of products. If you do return the products randomly, we will not offer any refund.  

Special instructions for non-refundable goods:

  • Don't like the product for personal subjective reasons and want to return it
  • There is no quality problem and the outer packaging has been disassembled and cannot be restored, which affects the secondary sales 
  • Damage caused by deliberate damage
  • Not purchased from HiBy official website(https://store.hiby.com/)
  • Exceed the required time range (within 10 days after receipt)

 

Special Instructions:
 

Received wrong layout/version

If you find that the product layout or version you have received is not what you ordered, please provide an image of the product and tracking number written/printed on paper.  Email this to us at hello@hiby.com within 7 days after the order has been delivered to you.

 

Order cancellations

If you have notified us of order cancellations, but the product has already been shipped out, you will have to reship the product back to us at your own expense in case you still do not want it. Once it goes out of our warehouse, we cannot cancel your order. For the returned package, please make sure the package is unopened and undamaged as you received it.

 

Refunds (if applicable)

We offer a refund/replacement only once we have received the product. It generally takes up to 5 working days for the refund to process. Refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@hiby.com.