Refunds & Returns
Here at Hiquo customer satisfaction is our highest priority!
We offer a very generous 30-day return policy (sometimes longer on certain products!), which means you have 30 days after receiving your item to request a return if you're not happy with it.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please contact us to start your return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
The cost of the return is not covered by us and can vary depending on location. The cost typically varies from £4.85 to £6.15.
For customers outside the UK we have a tailored returns & refund system where we work with customers on an individual basis.
For customers outside the UK we have a tailored returns & refund system where we work with customers on an individual basis.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Risk-Free Guarantee
For certain products, we offer a risk-free guarantee: if the product does not improve symptoms within 30 days of use, you may request a full refund. To be eligible for this guarantee:
- You must contact us within 30 days of receiving the product to initiate the refund process.
- You must provide proof of consistent use according to the product's instructions (e.g., photos, usage logs, or other relevant documentation).
- You must describe the symptoms experienced and how they were not improved by the product.
- You must complete any troubleshooting steps recommended by our customer support team to ensure proper use of the product.
- The product must be returned in its original packaging, even if opened, along with all included accessories.
- This guarantee is only applicable to first-time purchases of the product and is limited to one refund per customer.
- We reserve the right to decline refunds at our discretion.