Return and Refund Policy

Refunds/exchanges are only available for defective products or incorrect shipments. You can return any unopened and unused product(s) to us within 14 business days of receipt, and we will offer you a full refund or exchange the items for others of equal value.

 

1. Return Procedure

Your purchase can be returned by the following procedures below:

  • Email our Customer Support team at hello@hinok.us to notify us of your request to return one or several purchased items
  • Your email should contain the following information:

    a.    Your order number;
    b.    The list of items you wish to return;
    c.    The reason for returning each of the items;
    d.    The way you want us to handle this return (whether you want to get a refund or exchange the items).

  • Our team will review your request within 3 business days standard period and we will notify you via email of the results. If approved, we will provide you with detailed instructions on how and where to send your return.
  • Securely pack the item(s) in their original packaging, if possible, along with all accessories, manuals, and any free gifts. Include a copy of your packing slip or order confirmation.
  • Ship the package to the address provided in our instructions. Unless your return is due to our error (defective, damaged, or incorrect item), we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot be responsible for return items lost or damaged in transit back to us. 

Please allow 14 calendar days for your return to be processed once we receive the return item at our facility. You will receive an email confirmation once your return has been processed, and your refund has been initiated. Depending on your financial institutions and the payment method used for your original purchase, it may take longer to reflect the refund on your bank or credit cart statement after we have processed it. 

Original shipping fees paid on your order are non-refundable unless the return is due to our error or defective item. You are responsible for the cost of return shipping, unless the return is due to our error or defective item. 

 

2. Return Eligibility

Items must be in the same condition that you received them, unused, sealed, and in their original packaging to be eligible for return. For further clarification, the following conditions are not eligible for return or exchange, unless our Customer Support team determines otherwise pursuant to Section 3:

  • Items requested beyond stated return window (See Section 1).
  • Items that have been opened, used, or show signs of use.
  • Items not in their original condition or missing parts for reasons not due to our error.
  • Products where the original seal, tamper-evident sticker, or protective packaging has been removed or broken, unless the item was defective or damaged upon delivery.
  • Items returned without prior approval from Customer Support team.
  • Gift cards.
  • Any item explicitly marked as “Final Sale” or “Non-Returnable” at the time of purchase.
  • Free gifts or promotional items with retail value. 

 


3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately, within 48 hours to 3 business days of delivery. To expedite your claim, please provide your order number, a clear description of the issue, and high-quality photos of the damaged/defective product(s) and all original packaging. 

Once the defect in the item or error in order is identified and verified, we will offer a full refund for the affected item(s) or ship you the originally agreed item without charge, based on item availability and your preference. While the defective or incorrect item itself may be fully refundable, please note the original shipping fee will only be refundable if all items of the entire shipment order are determined to be defective or incorrect. 

 

4. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund via email. Please allow 14 calendars days for your return to be processed once we receive the returned item at our facility. The refund will be applied to your original payment method.  Please note that while we process your refund promptly, it may take a longer time for the transaction to reflect on your bank or credit card statement. This additional time is dependent on your financial institution’s processing procedures, which are beyond our control. 

 

5. Exchange

We do not offer direct exchanges. If you wish to exchange an item, please follow the return procedure in Section 1 to return the original item for a refund and then place a new order for the desired item.  

 

6. Special Considerations for European Union (EU) Customers 

For customers residing in the European Union, your rights under the EU Consumer Rights Directive are specifically recognized:

  • Right of Withdrawal: you have the right to withdraw from your purchase within 14 calendar days without giving any reason. The withdrawal period will expire 14 days after the day on which you acquire physical possession of the goods. To exercise this right, you must email us at hello@hinok.us stating your clear intention to withdraw. We will reimburse to you all payments received from you, including the shipping fee. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the goods back or you have provided evidence of having sent back the goods.  You will be responsible for the shipping fee for returning the goods. 

  • Legal Guarantee of Conformity: you will benefit from a legal guarantee of conformity for a minimum of two years from the delivery of the goods. This guarantee covers any lack of conformity present at the time of delivery which becomes apparent within this two-year period. If you believe a product is defective or not as described, please contact our Customer Support team immediately. 

 

7. Customer Support

Operating Hours: Monday to Friday, 10am-5pm KST
E-mail: hello@hinok.us