Refund policy
At Hisoo, your satisfaction is our priority. If something isn’t quite right, we’ve made our return and refund process simple, clear, and fair.
1. Order Cancellations
We can only process cancellation requests for orders that have not yet entered the shipping process.
Once an order has been dispatched, it can no longer be canceled and must follow our standard return process.
2. 30-Day Satisfaction Guarantee
We offer a 30-day return and exchange window, beginning on the date your order is marked as delivered.
If you’re not satisfied with your purchase, you may request an eligible refund or exchange within this period.
3. How to Request a Refund
To begin a return, please contact our customer support team directly.
Email support@hisoo.live and include:
- Your order number
- The reason for your refund or return request
- Photo or video evidence, only if the item is defective, damaged, or incorrect
Our team will review your request and provide the appropriate return instructions and, where applicable, an authorized return shipping label.
Once your returned item is received and inspected, we will process your eligible refund.
Important: Do not send returns to the address shown on your original shipping label. Returns must follow the instructions provided by our support team and be sent to the authorized return address provided for your case.
4. Return Shipping Costs
Hisoo covers return shipping costs when the product is confirmed to be:
- Defective
- Damaged upon arrival
- Incorrect compared with the item ordered
For change-of-mind returns, customers are responsible for return shipping costs.
The return shipping cost will either be:
- The actual carrier shipping cost, or
- A flat $15 return shipping fee
Where applicable, this amount may be deducted from the final refund.
5. Refund Eligibility
To qualify for a refund, the returned product must:
- Be returned within the applicable return period
- Be in good condition with no damage beyond reasonable testing or normal light use
- Include all original components and accessories
Light use is acceptable. We simply ask that the product be returned in a condition suitable for inspection and, where appropriate, restocking.
If original components are missing, the following amounts may be deducted from your refund:
Charging Cable: $10
Dust Bag: $15
Packaging: $15
Hisoo Card: $2
Control Panel: $35 — Hisoo Relief Belt Pro only
Remote Control: $35 — Hisoo Relief Belt Pro only
6. Late Return & Restocking Fees
Your return request must be initiated within the 30-day return window, beginning from the date your order is marked as delivered.
Once a return has been approved, the following restocking fees may apply depending on how long after the approved return deadline the package is dispatched using the authorized return instructions:
Days 0–5: No restocking fee
Days 6–10: $25 restocking fee
Days 11–20: $50 restocking fee
Days 21–28: $100 restocking fee
After Day 28: No refund will be issued
We recommend returning approved items promptly to avoid additional fees.
7. Non-Refundable Items
Refunds may not be issued for:
- Items missing required components, subject to the deductions listed above
- Products damaged beyond reasonable testing or normal use
- Final-sale or customized products
- Returns sent without prior approval from our support team
- Returns sent to an unauthorized address
- Returns dispatched more than 28 days after the approved return deadline
8. Bundle Orders & Partial Returns
If you purchased a discounted bundle, such as a set of two or three products, and choose to return only part of the bundle, the original bundle discount will no longer apply.
Your refund will be calculated as:
Total amount paid minus the regular retail price of the item or items you choose to keep.
Any applicable return shipping costs, missing-component deductions, or other eligible fees may also be deducted.
9. Refund Processing Time
Once your returned product has been received and inspected, approved refunds will be issued to your original payment method within approximately 5 business days.
After the refund has been processed, please allow an additional 2–3 business days for your bank, credit card provider, or payment processor to reflect the funds in your account.
If more than 10 business days have passed since your refund was confirmed, please contact:
10. Exchanges
To request an exchange, contact support@hisoo.live.
Exchanges are available for the same product model when the original item is confirmed to be:
- Defective
- Damaged
- Incorrect
We do not offer direct exchanges for a different design or model.
For defects that occur outside the 30-day return period but remain covered under the applicable product warranty, please refer to the Hisoo Limited Warranty Policy.
11. Purchases Through Authorized Third-Party Platforms
If you purchased a Hisoo product through an authorized third-party marketplace or platform, such as Amazon or TikTok Shop:
Direct Support:
Please contact the platform’s official customer service through its website or app to initiate an eligible return, refund, or warranty request.
Platform Policies:
Returns, refunds, and exchanges may be governed by the policies of the platform where the transaction occurred.
Hisoo Support:
Our team is happy to assist with general product questions. However, order-specific matters involving transactions completed through external platforms may need to be handled directly by the relevant platform.
12. Return Denials & Policy Acceptance
Hisoo reserves the right to refuse a return or refund request that does not comply with this policy, including products that are:
- Incomplete
- Damaged beyond acceptable use
- Outside the applicable return period
- Sent without authorization
- Sent to an incorrect or unauthorized return address
Denied returns may be sent back to the customer at the customer’s expense where applicable.
By placing an order with Hisoo, you acknowledge and agree to the terms of this Return & Refund Policy.