Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We do not accept exchanges.

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.

To start a return, you can log in to your account at https://account.hiqili.com to submit a return or cancellation request directly, or contact us at support@hiqili.com. We will email you with the address to which you need to send it. You'll be responsible for return shipping costs.

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@hiqili.com.

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 — Right of Withdrawal (14-Day Cooling-Off Period) If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery of the last item in your order, for any reason and without justification. This 14-day period includes weekends and public holidays.

To exercise this right, you may submit a cancellation or return request directly through your account at https://account.hiqili.com. For unfulfilled orders, cancellations can be requested before the order is shipped. For fulfilled orders, please initiate a return within the 14-day window.

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.

If your return or cancellation is accepted, we will refund you the full price of the item(s) plus the original standard shipping cost you paid. You will be responsible for the cost of return shipping. Refunds will be issued to your original payment method within 10 business days of us receiving and inspecting the returned item.

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.

If more than 15 business days have passed since we've approved your return, please contact us at support@hiqili.com.