At Higianna, we are committed to delivering exceptional products and ensuring 100% customer satisfaction.
How to Initiate a Return
1. Submit a Return Request
• Email us at sales@higianna.com with the item(s) you wish to return and the reason for the return.
2. Submit the return request via Returns Center
• Go to the Returns Center, find your order, and select the item(s) to return, indicating the reason.
• Submit the return request.
3. Prepare and Dispatch the Item(s)
• Securely pack the item(s) for return.
• Contact your local logistics company to arrange for the return shipment.
4. Provide Tracking Information (Required)
• Update the tracking number and carrier in the Returns Center.
• This information is essential for processing your refund.
• Failure to provide tracking may result in loss during transit, and the responsibility will lie with the customer.
5. Refund to Original Payment Method
• Refund will be initiated upon receipt of returned items.
• Processing may take an additional 3 to 5 days due to high warehouse volume.
Return & Exchanges Policy
1. 30-Day Return
• Returns must be requested within 30 days from the shipment date.
• After submitting the return request, ensure the item(s) are shipped back within 15 days to avoid return denial.
• Our return warehouses are located in Hong Kong; we’ll provide specific return locations upon approval.
2. Exchanges
If the size doesn’t fit, please email us at sales@higianna.com, and we’ll send you a replacement.
3. Return Shipping Fee
• Return shipping is at the buyer's expense if there are no quality issues.
• We do not accept returns via Cash on Delivery.
• Return shipping fees are non-refundable, and we do not provide free return labels.
4. Return Conditions
• Return requests must be made within 30 days from the shipment date.
• Products must be unused, unwashed, unaltered, and in their original condition with all tags and labels intact.
• Packaging and accessories, including gifts, must be returned in the same condition.
• We reserve the right to reject refunds for items that are damaged, soiled, or altered.
5. Return Exclusions
• Products not purchased through higianna.com
• Customized items without quality issues
• Certain items like underwear, socks, and selected limited edition products
• Items that have been used, washed, soiled, damaged, or altered
• Loss of electronic invoice or order number
• Returns requested after the allowed period
• Non-returnable items as per specific terms & conditions.
6. Refund Process
• Refunds will be processed within 7 business days once the return conditions are confirmed.
• Refunds will be credited to the original payment method used.
• It may take an additional 7 to 10 business days for the refund to appear, depending on your bank or payment platform.
• Partial refunds may apply if promotions or offers are affected by the return.
7. Helpful Tips
• Always update tracking details in the Returns Center or provide them via email.
• For peace of mind, take photos of the parcel and courier receipt.
• Do not return items to the sender’s address or our office address.
8. For Further Assistance
Contact us at sales@higianna.com. We’re here to assist you promptly—your satisfaction is our top priority.
9. Return Address
For the return address, please contact us at sales@higianna.com
Cancellation Policy
You can request to cancel your order within 24 hours of placing it.
Our processing and shipping timeframe is typically 1–3 days. If your cancellation request is made within 24 hours and before your order has been shipped, we will proceed with the cancellation and issue a full refund.
Please contact our customer service team as soon as possible if you wish to cancel your order. Once your order has been processed and shipped, it can no longer be canceled.