At Higianna, we are committed to delivering exceptional products and ensuring 100% customer satisfaction.

How to Initiate a Return

1. Submit a Return Request
• Email us at sales@higianna.com with the item(s) you wish to return and the reason for the return.

2. Submit the return request via Returns Center
• Go to the Returns Center, find your order, and select the item(s) to return, indicating the reason.
• Submit the return request.

3. Prepare and Dispatch the Item(s)
• Securely pack the item(s) for return.
• Contact your local logistics company to arrange for the return shipment.

4. Provide Tracking Information (Required)
• Update the tracking number and carrier in the Returns Center.
• This information is essential for processing your refund.
• Failure to provide tracking may result in loss during transit, and the responsibility will lie with the customer.

5. Refund to Original Payment Method
• Refund will be initiated upon receipt of returned items.
• Processing may take an additional 3 to 5 days due to high warehouse volume.

Return & Exchanges Policy

1. 30-Day Return
• Returns must be requested within 30 days from the shipment date.
• After submitting the return request, ensure the item(s) are shipped back within 15 days to avoid return denial.
• Our return warehouses are located in Hong Kong; we’ll provide specific return locations upon approval.

2. Exchanges
• Currently, we do not offer exchanges. If you need assistance, please email us at sales@higianna.com, and we will be happy to help you.

3. Return Shipping Fee
• Return shipping is at the buyer's expense if there are no quality issues.
• We do not accept returns via Cash on Delivery.
• Return shipping fees are non-refundable, and we do not provide free return labels.

4. Return Conditions
• Return requests must be made within 30 days from the shipment date.
• Products must be unused, unwashed, unaltered, and in their original condition with all tags and labels intact.
• Packaging and accessories, including gifts, must be returned in the same condition.
• We reserve the right to reject refunds for items that are damaged, soiled, or altered.

5. Return Exclusions
• Products not purchased through higianna.com
• Customized items without quality issues
• Certain items like underwear, socks, and selected limited edition products
• Items that have been used, washed, soiled, damaged, or altered
• Loss of electronic invoice or order number
• Returns requested after the allowed period
• Non-returnable items as per specific terms & conditions.

6. Refund Process
• Refunds will be processed within 7 business days once the return conditions are confirmed.
• Refunds will be credited to the original payment method used.
• It may take an additional 7 to 10 business days for the refund to appear, depending on your bank or payment platform.
• Partial refunds may apply if promotions or offers are affected by the return.

7. Helpful Tips
• Always update tracking details in the Returns Center or provide them via email.
• For peace of mind, take photos of the parcel and courier receipt.
• Do not return items to the sender’s address or our office address.

8. For Further Assistance
Contact us at sales@higianna.com. We aim to assist you promptly.

9. Return Address
Flat B, 23/F, Casio Mansion, 209 Shau Kei Wan Road, Shau Kei Wan, Hong Kong