HOW TO INITIATE A RETURN
1. Initiate a Return Request:
• Contact us to initiate a return request.
• Specify the item(s) you wish to return and provide the reason for the return.
2. Submit the Return Request:
• Access the Returns Center to find your order.
• Select the item(s) for return and indicate the reason.
• Proceed to submit the return request.
3. Dispatch the Item(s):
• Prepare and pack the item(s) securely for return.
• Contact your local logistics company to arrange for the package to be sent back.
4. Provide Tracking Information (*Required):
• Update the tracking number and logistics carrier in the Returns Center.
• This information is essential for the refund process.
• Failure to provide a tracking number may result in loss during transit, and the responsibility for such loss will lie with the customer.
5. Refund to Original Payment Method:
• The refund will be initiated upon receipt of the returned item(s).
• Please allow an additional 3 to 5 days for processing due to high warehouse volume.
RETURN POLICY
1. 30-Day Return Period:
• Products purchased on the website may be returned within thirty (30) days from the shipment date.
• After submitting your online return request, please ensure that your returned product(s) are sent back within 15 days. Failure to do so may result in denial of the return by Higianna.
• Our return warehouses are located in Hong Kong. Upon approval of the return request, the specific return location will be provided. If you prefer to select one of the return warehouses yourself, kindly indicate so in your reply.
2. Exchanges:
We do not offer exchanges for any items. Please place a new order if you require a different size or wish to exchange a product.
3. Return Shipping Fee:
• If the product has no quality issues, the return fee is the responsibility of the buyer.
• Returns via Cash on Delivery will not be accepted. If the return does not meet the specified conditions, we will contact you to return the product(s) at your expense.
• We do not provide free return shipping labels or refund any fees incurred for return shipping.
4. Return Conditions:
• The returned products must meet the following conditions:
• The return request must be submitted within thirty (30) days from the shipment date.
• Products must be in their original condition, unused, unwashed, and unaltered, with all tags and labels intact.
• The outer packaging must be intact, and boxes should not have tapes or labels directly attached to them.
• Product accessories, instructions, tags, and labels must be returned with the product.
• Any additional gifts received with the product must be returned in the same condition.
• We reserve the right to reject and not process refunds for items that have been damaged, soiled, washed, worn, or altered.
5. Return Exclusions:
• Products not purchased through our official website (higianna.com).
• Customized products without quality issues.
• Certain items such as underwear, socks, and selected limited edition products without quality issues.
• Products that have been used, washed, processed, soiled, damaged, or altered.
• Loss of electronic invoice or order number.
• Failure to submit a return request within the allowed period.
• Non-returnable, non-refundable, and non-exchangeable items as per specific program terms & conditions.
6. Refund Process:
• Upon confirming that the return conditions are met, we will process the refund within 7 business days after receiving the returned product(s).
• Refunds will be issued to the original payment account/card used for the purchase.
• Please note that it may take 7 to 10 additional business days for the refund to be credited to your account, depending on bank or payment platform operations.
• We reserve the right to partially refund if the return affects threshold promotions or offers.
7. Helpful Tips:
• Ensure to update the tracking number & logistics carrier in the Returns Center or provide it via email upon shipping your return.
• To avoid disputes during the return process, take photos of the parcel and courier bill for your records.
• Do not return items to the sender's address or our office address, as they are not designated return addresses.
8. For Further Assistance:
Contact us via sales@higianna.com for assistance. We strive to provide the best help and respond to all messages promptly.
9. Return Address:
Flat B, 23/F, Casio Mansion, 209 Shau Kei Wan Road, Shau Kei Wan, Hong Kong.
