Refund and Return Policy

Hassle-Free Returns and Refunds with Hiagi Solutions LLC

At Hiagi Solutions LLC, we are dedicated to ensuring your complete satisfaction with every purchase. Located at 30 N Gould St Ste R, Sheridan, Wyoming, 82801, we specialize in delivering high-quality, innovative, and affordable home appliances, such as rice cookers, mugs and bottles, water boilers and warmers, and vacuum-insulated lunch jars, to customers across the United States and around the world. Our commitment to excellence extends beyond our products to include a transparent, customer-friendly refund and return policy designed to make your shopping experience on hiagi.shop seamless and stress-free.

We understand that sometimes a product may not meet your expectations or arrive with an issue, and we’re here to make things right. Our refund and return policy is crafted to provide clarity, flexibility, and peace of mind, ensuring that you can shop with confidence. Backed by our secure payment processing partner, Stripe, we offer fast and reliable refund processing for eligible orders, whether you’ve purchased a rice cooker for your kitchen or a vacuum-insulated lunch jar for your daily commute. This policy outlines the steps, conditions, and support available to ensure your experience with Hiagi Solutions is exceptional.

Our Commitment to You

At Hiagi Solutions, our mission is to enhance your daily life with high-quality, innovative home appliances that offer lasting value. We stand behind the quality of our products and are committed to addressing any concerns you may have. Our refund and return policy reflects our dedication to customer satisfaction, offering clear guidelines and accessible support to resolve issues quickly and fairly. Whether you’re shopping from the United States or internationally, we strive to make the return and refund process as straightforward as possible, so you can focus on enjoying the convenience and quality of our products.

Overview of Our Refund and Return Policy

Our refund and return policy is designed to be simple, transparent, and customer-focused. Below is a summary of the key points:

  • Return Window: Most products purchased from hiagi.shop are eligible for return within 30 days of delivery, provided they meet the eligibility criteria outlined below.

  • Refund Eligibility: Refunds are available for eligible returns, processed securely through Stripe, typically within 5-10 business days.

  • Condition of Returns: Products must be returned in their original condition, unused, and with all original packaging and accessories.

  • Support Channels: Our customer support team is available via email (hieptran@hilab.asia) or phone (+84935383940) to assist with returns and refunds.

  • Shipping Costs: For eligible returns, we may cover return shipping costs in certain cases, such as defective or incorrect items. For non-defective returns, customers are responsible for return shipping costs unless otherwise specified.

Eligibility for Returns

To ensure a smooth return process, we’ve outlined the conditions under which products can be returned. Most items purchased from hiagi.shop are eligible for return within 30 days of delivery, provided they meet the following criteria:

  1. Product Condition:

    • The product must be unused, in its original condition, and free from damage or wear.

    • All original packaging, manuals, accessories, and tags must be included.

    • For hygiene reasons, certain products (e.g., mugs and bottles or lunch jars that have been used) may not be eligible for return unless defective or damaged upon receipt.

  2. Proof of Purchase:

    • You must provide proof of purchase, such as your order confirmation email or order number, to initiate a return.

    • Returns without proof of purchase may not be accepted.

  3. Timeframe:

    • Returns must be initiated within 30 days of the delivery date. The delivery date is based on the tracking information provided by our shipping carrier.

  4. Eligible Products:

    • Most products, including rice cookers, mugs and bottles, water boilers and warmers, and vacuum-insulated lunch jars, are eligible for return.

    • Exceptions include personalized or custom-ordered items, which are non-returnable unless defective or incorrect.

Reasons for Returns

We accept returns for the following reasons:

  • Defective or Damaged Products: If your product arrives damaged, defective, or not functioning as described, we’ll provide a replacement or full refund, including return shipping costs.

  • Incorrect Item Received: If you receive an item different from what you ordered, we’ll replace it at no cost to you or issue a full refund.

  • Change of Mind: If you’re not completely satisfied with your purchase, you may return it within 30 days, provided it meets the eligibility criteria. Note that return shipping costs for change-of-mind returns are the responsibility of the customer.

  • Product Not as Described: If the product does not match the description or specifications listed on hiagi.shop, you may return it for a replacement or refund.

How to Initiate a Return

Returning a product to Hiagi Solutions is simple and straightforward. Follow these steps to start the process:

  1. Contact Our Support Team:

    • Reach out to us via email at hieptran@hilab.asia or by phone at +84935383940 to initiate your return.

    • Provide your order number, the reason for the return, and any relevant details (e.g., photos of a damaged product).

    • Our team will review your request and provide a Return Merchandise Authorization (RMA) number, which is required for all returns.

  2. Package Your Item:

    • Securely pack the product in its original packaging, including all accessories, manuals, and tags.

    • Include the RMA number on the outside of the package or in the return documentation.

  3. Ship the Item:

    • For defective, damaged, or incorrect items, we may provide a prepaid return shipping label. For change-of-mind returns, you’ll need to cover the return shipping costs unless otherwise specified.

    • Ship the package to:
      Hiagi Solutions LLC
      30 N Gould St Ste R,
      Sheridan, Wyoming, 82801, USA

  4. Track Your Return:

    • Use a trackable shipping method to ensure your package reaches us safely.

    • Once we receive and inspect your return, we’ll notify you via email about the status of your refund or replacement.

Refund Process

Once your return is received and inspected, we’ll process your refund promptly. Here’s how it works:

  • Inspection: Our team will inspect the returned product to ensure it meets the eligibility criteria (unused, in original condition, with all packaging and accessories).

  • Refund Approval: If approved, your refund will be processed through Stripe, our secure payment processor, within 5-10 business days.

  • Refund Method: Refunds will be issued to the original payment method (credit/debit card, Apple Pay, or Google Pay). For international orders, refunds will be issued in USD, and currency conversion rates may apply.

  • Notification: You’ll receive an email confirmation once your refund is processed, including details about the amount and expected timeline for the funds to appear in your account.

Return Shipping Costs

  • Defective, Damaged, or Incorrect Items: Hiagi Solutions will cover return shipping costs for items that are defective, damaged upon receipt, or incorrect. We’ll provide a prepaid shipping label or reimburse reasonable shipping costs.

  • Change-of-Mind Returns: For returns due to a change of mind, customers are responsible for return shipping costs unless otherwise specified. We recommend using a trackable shipping method to ensure your package reaches us safely.

  • International Returns: For international orders, customers are responsible for return shipping costs and any applicable customs fees or duties, unless the return is due to a defect or error on our part.

Exceptions to the Return Policy

While we strive to make our return policy as flexible as possible, certain items or situations may not be eligible for return or refund:

  • Used or Damaged Products: Products that have been used, altered, or damaged by the customer (beyond normal wear from inspection) are not eligible for return unless defective.

  • Personalized or Custom Orders: Custom-ordered or personalized items are non-returnable unless defective or incorrect.

  • Hygiene Concerns: For hygiene reasons, mugs, bottles, and lunch jars that have been used may not be returned unless defective or damaged upon receipt.

  • Beyond the Return Window: Returns requested after the 30-day return window will not be accepted, except in cases of warranty claims (see below).

Warranty and Repairs

In addition to our standard return policy, many of our products come with a manufacturer’s warranty, typically ranging from 6 months to 1 year, depending on the item. If your product develops an issue after the 30-day return window but within the warranty period, you may be eligible for repair or replacement.

To initiate a warranty claim:

  • Contact our support team at hieptran@hilab.asia or +84935383940 with your order number and details of the issue.

  • Provide photos or a description of the problem to help us assess the situation.

  • If approved, we’ll provide instructions for returning the product for repair or replacement.

For specific warranty details, check the product listing on hiagi.shop or contact our team for assistance.

International Returns

We proudly serve customers worldwide, and our refund and return policy applies to international orders with a few additional considerations:

  • Return Shipping: International customers are responsible for return shipping costs for change-of-mind returns. For defective or incorrect items, we’ll work with you to minimize shipping costs, which may include providing a prepaid label or reimbursing reasonable expenses.

  • Customs Fees: Any customs fees or import duties incurred during the return process are the responsibility of the customer, unless the return is due to a defect or error on our part.

  • Currency Conversion: Refunds for international orders are processed in USD, and the final amount credited to your account may vary based on your bank’s currency conversion rates.

For more details on international shipping and returns, please refer to our Shipping Policy on hiagi.shop.

Why Our Refund and Return Policy Stands Out

At Hiagi Solutions, we believe that a customer-friendly refund and return policy is essential to building trust and ensuring satisfaction. Here’s why our policy is designed with you in mind:

  • Transparency: We provide clear guidelines and expectations to ensure you understand the return and refund process from start to finish.

  • Speed and Efficiency: With Stripe’s secure and fast refund processing, we aim to return your funds as quickly as possible, typically within 5-10 business days.

  • Dedicated Support: Our customer support team is available to guide you through every step of the process, whether you’re initiating a return, tracking a package, or requesting a refund.

  • Flexibility: Our 30-day return window gives you ample time to evaluate your purchase, and our policy covers a wide range of scenarios, from defective products to changes of mind.

Our Products, Your Confidence

At Hiagi Solutions, we’re proud to offer a range of high-quality, innovative home appliances designed to enhance your daily life. Our refund and return policy is just one way we demonstrate our confidence in the quality of our products, which include:

  • Rice Cookers: Engineered for precision and consistency, our rice cookers deliver perfect results every time, backed by our commitment to quality.

  • Mugs and Bottles: With advanced vacuum insulation, our mugs and bottles keep your beverages at the ideal temperature, combining style and functionality.

  • Water Boilers and Warmers: Designed for convenience and energy efficiency, our boilers make it easy to enjoy hot beverages or meals on demand.

  • Vacuum-Insulated Lunch Jars: Perfect for work, school, or travel, our lunch jars keep your meals fresh and flavorful for hours.

If you’re not completely satisfied with your purchase, our refund and return policy ensures you have options to address any issues, so you can shop with peace of mind.

Contact Us for Support

If you have questions about our refund and return policy or need assistance with a return, our customer support team is here to help. Reach out to us via:

  • Email: hieptran@hilab.asia

  • Phone: +84935383940 (Monday–Friday, 9:00 AM–5:00 PM MST)

  • Website: hiagi.shop (use our contact form or live chat during business hours)

Our team is dedicated to resolving your concerns quickly and professionally. Whether you need help initiating a return, understanding warranty options, or tracking a refund, we’re here to provide personalized support.

Our Promise to You

At Hiagi Solutions, we’re committed to making your shopping experience exceptional from start to finish. Our refund and return policy is designed to give you confidence in every purchase, knowing that we stand behind the quality of our products and are here to support you if something isn’t right. With secure payment processing through Stripe, fast and reliable refunds, and a dedicated support team, we’re here to ensure your experience with Hiagi Solutions is nothing short of outstanding.

Thank you for choosing Hiagi Solutions LLC. We look forward to serving you and helping you enjoy the convenience, quality, and innovation of our home appliances. Visit hiagi.shop to explore our products or contact us for assistance with your order.