Please note that if the issue is caused by us, we will cover all related costs and provide a suitable gift as compensation based on the specific situation. For items such as children's clothing and shoes, please select the correct size based on the height, weight, and other information provided in the size chart on the product detail page. Size issues caused by personal reasons do not qualify for free exchanges.
Return and Exchange Policy
Return and Exchange Eligibility
Return Window: You may return your product within 14 days from the date of delivery.
Condition: Products must be unused, unopened, and in original condition with all packaging, accessories, and documentation included.
Non-Returnable Items: We do not accept returns of custom-made or personalized products. Opened or used products are non-returnable unless there is a verified quality issue.
Return Reasons & Associated Costs
1.Personal Reason / Change of Mind
Returns due to personal reasons (e.g., no longer needed) are accepted within the 14-day window if the item is unopened and in original condition.
The customer is responsible for: Round-trip shipping costs, and 10% restocking fee.
For products with free shipping, the original shipping cost will be deducted from the refund amount.
2.Wrong Item Received
Please do not open or use the product. Contact us immediately at service@hibobi.com with your order number and product photos, or via WhatsApp at +8615725352061. Once verified, we will provide instructions for the return. We will ship the correct item at no additional cost after receiving the returned product.
3.Defective or Damaged Product
Contact us immediately after receiving the goods via email at service@hibobi.com or on WhatsApp at +8615725352061.
Reasonable troubleshooting steps may be required to confirm the issue.
If the product is confirmed to be defective and not repairable: You may choose a replacement at no cost, or Return the item for a full refund.
Return Process
Contact Us: Please contact us via email at service@hibobi.com or Whatsapp at +8615725352061, and provide your order number, the reason for return, and relevant photos or videos.
Receive Instructions: Our service team will respond with a resolution and return instructions.
Ship the Product: Once authorized, we will arrange for an official courier to contact you and pick up the item from your address. Please keep an eye on your phone and instant messages, and ensure the product is properly packaged for return. If the product or its packaging is not in a condition suitable for resale, the courier will refuse to collect the item and the return process will be terminated.
Refund Timeline: For Cash On Delivery (COD) orders, the courier will refund the corresponding amount to the customer upon successfully inspecting and collecting the returned item. For online payment orders, once the item has been collected and the tracking information is updated, the customer can contact customer service to request a refund to the original payment method. We typically initiate the refund request to the payment provider within 24 hours. The actual time it takes for the refund to appear in your account depends on the processing efficiency of the payment provider and bank.
Exchange Process
Contact Us: Please contact us via email at service@hibobi.com or Whatsapp at +8615725352061, and provide your order number, the reason for return, and relevant photos or videos.
Receive Instructions: Our service team will respond with a resolution and return instructions.
Return Old Product: Once authorized, we will arrange for an official courier to contact you and pick up the item from your address. Please keep an eye on your phone and instant messages, and ensure the product is properly packaged for return. If the product or its packaging is not in a condition suitable for resale, the courier will refuse to collect the item and the exchange process will be terminated.
Ship New Product: To reduce the customer's waiting time, once the courier has inspected and collected the returned item, the customer can immediately contact customer service to have the new item shipped and receive the tracking number.