Returns
You can return orders within 30 days of the purchase date. Please use the Automated Return Portal available on our site to process your site.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Next, contact your credit card company as it may take some time before your refund is officially posted.
Finally, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at
support@thehiolife.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at
support@thehiolife.com with a brief description
(Subject: "EXCHANGE"), and ship your item to:
HiO USA Stores
445 Albee Square West, G108
Brooklyn NY 11201, United States
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed directly to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, you should mail it to:
HiO at City Point
445 Albee Square West
Brooklyn, NY 11201
You will be responsible for paying for your own shipping costs on the returning item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your total refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
