Refund policy
Refund & Return Policy
Last updated: August 3, 2026
At Hinoby, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help.
1. Return Window
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
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Be unused and in its original condition.
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Be returned in its original packaging whenever possible.
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Include all accessories, manuals, and components.
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Be accompanied by proof of purchase or your order number.
2. Non-Returnable Items
The following items cannot be returned unless they arrive damaged, defective, or incorrect:
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Gift cards
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Personalized or custom-made products
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Perishable goods
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Hygiene or personal care products that have been opened
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Digital products or downloadable items
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Items marked as final sale
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
Please include:
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Your order number
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A description of the issue
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Clear photos or videos showing the problem
We will review your request and offer an appropriate solution, which may include:
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A replacement
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A refund
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A partial refund where appropriate
4. How to Start a Return
To request a return, please contact us at:
Email: support@hinoby.com
Please do not send items back without first contacting us. We will provide return instructions after reviewing your request.
5. Return Shipping
If the return is due to:
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A damaged, defective, or incorrect item, we will cover the return shipping cost where applicable.
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A change of mind or ordering the wrong item, the customer is responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is due to our error.
6. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method.
Please allow:
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3–5 business days for inspection
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5–10 business days for your payment provider to process the refund
Processing times may vary depending on your bank or payment provider.
7. Order Cancellation
Orders may be cancelled before they have been processed or shipped.
Once an order has entered processing or has been dispatched, cancellation may no longer be possible.
If your order has already shipped, you may request a return after delivery in accordance with this policy.
8. Exchanges
We replace items only if they are defective, damaged, or incorrect.
If you need a replacement, please contact us at:
9. Late or Missing Refunds
If you haven't received your refund:
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Check your bank account.
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Contact your card issuer or payment provider.
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Contact your bank, as processing times can vary.
If you still need assistance, please contact us at support@hinoby.com.
10. Contact Us
If you have any questions regarding returns or refunds, please contact us.
Email: support@hinoby.com
We aim to respond to all enquiries within 1–2 business days.