Returns and refunds
If you are not completely satisfied with your purchase and would like to exchange or return it for a refund, please contact our customer service team at customer@hikidspace.com for after-sales support. We will respond within one business day with further instructions.
Important return information:
1. You can contact us within 30 days of receiving your order to initiate a return or exchange. You must contact us before initiating a return. We do not accept items returned without prior communication.
Customer is responsible for return shipping charges. Shipping charges and discounts are non-refundable.
2. If our customer service team confirms that we sent you the wrong item, we will accept your return immediately and ship the correct product immediately.
3. We offer a full refund for items found to be defective or damaged due to our error. Please email photos of damaged or defective items to our service team at customer@hikidspace.com.
Note: 1. Please ensure that the returned product is brand new and unused. All returned/exchanged products must be sent back in their original packaging. If a product is returned without its original packaging, you will be charged an additional repackaging fee of $45 per item.
2. Items damaged due to improper operation by the customer are not eligible for refund.
cancel the order:
1. Cancel order before shipment: You can contact us by email to cancel the order in time. Cancel before shipment at no additional cost to you. Once you receive confirmation of cancellation from our customer service team, we will issue you a full refund within two working days.
2. Cancellation of order after shipment: If you cancel after shipment, you will be responsible for the package recall fee, which is $18. If you are aware of this fee but still wish to cancel your order, you can contact us and we will help you stop the shipment. Once the item is successfully recalled to the warehouse, we will issue a refund immediately. This policy applies to ground delivery services only. Items delivered by UPS SurePost, USPS or truck are not allowed to be intercepted. If you wish to cancel the latter, you must refuse the package at the time of delivery by the shipping company, in which case shipping charges will apply. This part of the shipping cost will be borne by you personally.
3. We reserve the right to cancel orders due to oversold items or any reason we choose. If we choose to cancel your order, you will be notified immediately and receive a full refund.
After-sales policy
Customers can request a return within 30 days of receiving the package. Once we confirm receipt of your returned package, we will initiate the refund process. To receive a return or refund, the item must meet the following conditions:
1. Products must be unused and in original condition.
2. The product must arrive defective, damaged, broken or soiled, or it must be the wrong size or color.
Return process:
1. Before returning a package, please contact our customer service team: customer@hikidspace.com and inform them of the items you want to return and the reason for the return.
2. After approval, the customer service team will send you a return label, please send the original package back to us.
3. Once the return package is received and inspected, we will process your refund within 7 working days.
NOTE: Refunds will be credited to your original payment method. Depending on your financial institution, the refund may take 5-14 business days (up to 30 days in some cases) to reflect in your account.
If you have any questions or concerns about your return, be sure to contact our customer support within 30 days of receipt of your purchase. We will be more than happy to assist you with any questions you may have.
Email address: customer@hikidspace.com
