Refund policy

At Hiezo, we aim to provide a clear and fair return and refund process. If you are not satisfied with your purchase, please review the policy below.

Return Window

You may request a return within 30 days of receiving your item.

Return requests made after 30 days from the delivery date will not be eligible for a refund or exchange.

Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

The item must be unused, unworn, and in the same condition as received
The item must be in its original packaging with all tags and labels intact
A valid proof of purchase, such as an order confirmation or receipt, is required

Non-Returnable Items

Certain items may be non-returnable only if clearly stated on the product page before purchase, such as final sale items, hygiene-sensitive items, customized items, or items that cannot be returned for health or safety reasons.

Return Process

To initiate a return, please follow these steps:

Contact us at hello@hiezo.com with your order number and reason for return
Our support team will review your request within 1–2 business days
If your return request is approved, we will provide return instructions and the correct return address

Important:

Items returned without prior authorization may not be accepted.
Please do not send returns directly to the manufacturer.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is defective, damaged, incorrect, or the return is due to our error.

Original shipping fees, if any, are non-refundable. If your order qualified for free standard shipping, no original shipping fee will be deducted from your refund.

For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for lost return shipments.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method within 3–7 business days.

Processing times may vary depending on your payment provider or financial institution.

Partial Refunds

Partial refunds may be granted in certain situations, such as:

Items returned in used or damaged condition not due to our error
Incomplete returns with missing parts, tags, labels, or packaging

We will notify you before issuing any partial refund.

Late or Missing Refunds

If you have not received your refund, please take the following steps:

Check your bank account again
Contact your credit card provider, as processing times may vary
Contact your bank

If the issue persists, please contact us at hello@hiezo.com.

Exchanges

We only offer replacements for items that are defective, damaged, or incorrect upon arrival.

To request an exchange, please contact us with your order number, details of the issue, and supporting photos if applicable.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

We will review the issue and provide a suitable resolution, such as a replacement, refund, or return instructions. If the issue is confirmed to be our error, we will cover the return shipping cost or provide an appropriate solution.

Contact Information

For any questions regarding returns or refunds, please contact us:

Business Name: Hiezo
Email: hello@hiezo.com
Phone: +1 975-637-3065
Address: 775 Sugar Cane Ln, Port Orange, FL 32129, United States

Business Hours:
Monday – Saturday: 9:00 AM – 6:00 PM Eastern Time
Sunday: Closed