Return and Exchange Policy

Return and Exchange Eligibility

Return Window: Products may be returned or exchanged within 14 days from the date of delivery.

Product Condition: Products must be unused, unopened, and in their original condition, with all original packaging, accessories, labels, manuals, and documentation included.

Non-Returnable Items: Custom-made or personalized products cannot be returned. Opened, assembled, or used products are also non-returnable unless there is a verified defect, damage, or quality issue.

All returned products are subject to inspection. Hibobi reserves the right to reject a return or exchange if the product or its packaging is damaged, incomplete, used, or otherwise unsuitable for resale.

Return Reasons and Associated Costs

1. Personal Reason or Change of Mind

Returns requested for personal reasons, including no longer needing the product, ordering the wrong model, color, or size, are accepted within the 14-day return period, provided that the product meets the return eligibility conditions above.

The customer is responsible for:

• The original delivery cost;

• The return shipping cost; 

• A restocking and handling fee of up to 10% of the product value, where permitted by applicable law.

For orders originally offered with free shipping, the actual original delivery cost may be deducted from the refund.

For children’s clothing and shoes, customers are responsible for selecting the correct size based on the size chart provided on the product page. Size exchanges resulting from personal selection do not qualify for free return or exchange.

2. Refused, Unclaimed, or Failed Deliveries

If an order is refused, left unclaimed, or cannot be delivered due to reasons attributable to the customer—including a change of mind, failure to respond to the courier, an incorrect or incomplete address, or repeated absence at the agreed delivery time—it will be treated as a return for personal reasons.

For prepaid orders, the refund will be processed after the parcel has been returned to Hibobi and inspected. The following costs may be deducted from the refund:

• The actual original delivery cost, including orders originally offered with free shipping;

• The actual return shipping cost charged by the courier; and

• A restocking and handling fee of up to 10% of the product value, where permitted by applicable law.

Any applicable deductions will be itemized and communicated to the customer before the refund is processed.

For Cash on Delivery (COD) orders, Hibobi may require the customer to pay the delivery and return shipping costs before arranging redelivery or accepting another COD order.

No shipping, restocking, or handling fees will be charged if the refusal or delivery failure was caused by an incorrect, damaged, or defective product, a confirmed Hibobi error, or a confirmed courier delivery issue.

3. Wrong Item Received

Please do not open, assemble, or use the product. Contact us immediately at service@hibobi.com or via WhatsApp at +966 54 481 7412 and provide your order number together with clear photos of the product and its shipping label.

Once the issue has been verified, Hibobi will arrange the return and send the correct product at no additional cost. Hibobi will cover all reasonable delivery and return costs resulting from our error.

4. Defective or Damaged Product

Please contact us immediately after receiving the product at service@hibobi.com or via WhatsApp at +966 54 481 7412. Please provide your order number and relevant photos or videos showing the issue.

Reasonable troubleshooting steps may be required to identify and confirm the problem.

If the product is confirmed to be defective or damaged, Hibobi will provide an appropriate solution, which may include repair, replacement, spare parts, or a full refund, depending on the nature of the issue.

If the product is confirmed to be defective and cannot be repaired, the customer may choose either:

• A replacement at no additional cost; or

• A return for a full refund.

Hibobi will cover all reasonable delivery and return costs for verified defective, damaged, or incorrectly supplied products.

Return Process

1. Contact Us

Contact us at service@hibobi.com or via WhatsApp at +966 54 481 7412. Please provide your order number, the reason for the return, and any relevant photos or videos.

2. Receive Return Instructions

Our customer service team will review your request and provide return authorization and collection instructions.

3. Prepare the Product

The product must be securely packed in its original packaging with all accessories, labels, manuals, and documentation included.

4. Courier Collection

Once the return has been authorized, an official courier will contact you to arrange collection. Please monitor your phone and messages and ensure that the parcel is ready at the agreed time.

The courier may refuse collection if the parcel is not properly packed. Final return eligibility will be determined after the returned product has been received and inspected by Hibobi.

5. Inspection and Refund

After the returned product has been received, Hibobi will inspect its condition and confirm whether the return meets the eligibility requirements.

For online payment orders, approved refunds will be returned to the original payment method. Hibobi will normally submit the refund request to the payment provider within 24 hours after the return is approved.

For Cash on Delivery orders, customer service will contact the customer to arrange an available refund method after the return has been received, inspected, and approved.

The time required for the refunded amount to appear in the customer’s account depends on the payment provider and the customer’s bank.

Exchange Process

1. Contact Us

Contact us at service@hibobi.com or via WhatsApp at +966 54 481 7412. Please provide your order number, the reason for the exchange, and any relevant photos or videos.

2. Confirm Availability and Costs

Our customer service team will confirm whether the requested replacement product is available and inform you of any applicable price difference, delivery costs, return shipping costs, or handling fees before arranging the exchange.

3. Return the Original Product

Once the exchange has been authorized, an official courier will contact you to arrange collection. The product must be securely packed in its original packaging with all accessories, labels, manuals, and documentation included.

4. Inspection

The returned product will be inspected after it is received by Hibobi. The exchange may be rejected if the product or packaging is used, damaged, incomplete, or unsuitable for resale.

5. Ship the Replacement Product

After the returned product has passed inspection and any applicable fees or price differences have been paid, Hibobi will arrange shipment of the replacement product and provide the new tracking number.