Return & Refund Policy

We understand that sometimes you may need to return a purchase or seek a refund, and we aim to provide a hassle-free experience. Here’s everything you need to know about our return and refund policy:

Return Policy

We accept returns within 10 days from the date of receipt for a full refund. To be eligible for a return, the item(s) must be in their original condition, unused, and in the original packaging. Please note that if the item is returned in a condition other than its original state, we reserve the right to deny the return.

To initiate a return, please contact our customer service team at [email protected] and provide your order number, details of the item(s) you wish to return, and the reason for the return. Once we receive your request, we will provide you with a Return Authorization Number (RAN) and detailed instructions on how to ship the item(s) back to us.

Please be aware that customers are responsible for the return shipping costs, unless the item(s) received is damaged, defective, or incorrect. We recommend using a tracked shipping method to ensure the safe and timely delivery of your package.

Refund Policy

Upon receiving your returned item(s), we will carefully inspect them to verify their original condition. After the inspection, we will initiate the refund process, which usually takes 4 business days to reflect in your account. We will notify you via email once the refund has been processed.

Please note that shipping costs are non-refundable. If the item(s) you are returning were initially shipped to you with free shipping as part of a promotion, the original shipping cost will be deducted from your refund. Refunds will be issued through the original method of payment.


Currently, we do not offer direct exchanges. If you wish to exchange an item for a different size, color, or product, we kindly ask you to initiate a return for a refund and then place a new order for the desired item.

Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us immediately at [email protected]. We will promptly arrange for a replacement to be sent to you at no additional cost.

Lost or Stolen Packages

Once your package leaves our warehouse, we relinquish control over its handling. In the unfortunate event that your package is lost or stolen during transit, please reach out to the carrier directly. If the carrier is unable to locate your package, please contact our customer service team, and we will work closely with you to resolve the issue.

We reserve the right to modify our return and refund policy at any time. Any updates or changes will be clearly communicated on our website. Should you have any questions or concerns, please do not hesitate to reach out to our dedicated customer service team. We are always here to assist you!

Thank you for choosing Hivoex as your preferred shopping destination!

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