Return & Refund Policy

If you are unhappy with your purchase, please contact us within 30 days of receiving the item and we will process your return or exchange request. Requests made after 30 days will not be honored. Please contact us first at support@thehificat.com before returning any item.

Order Cancellations

  • To cancel an order, you must contact us at support@thehificat.com. A confirmation email will be sent to you requiring your explicit reply to confirm the cancellation. The cancellation will only be processed upon receipt of your confirmation reply.
  • If you do not reply to the confirmation email, the cancellation request will be considered void and your order will be dispatched as normal. Please ensure you check your inbox and reply promptly.
  • Orders can be cancelled only before a tracking number has been issued. Once a tracking number has been generated and the parcel has been handed to the carrier, the order cannot be cancelled or modified under any circumstances.
  • If you provided an incorrect shipping address, any consequences (failed delivery, return to sender, re-shipping costs) are the sole responsibility of the customer. We are not liable for parcels lost or undeliverable due to incorrect address information provided at checkout.
  • Cancellations made before shipment may be subject to a 5%–6% payment processing fee charged by the credit card processor or PayPal, which will be deducted from the refund automatically.
  • If a parcel has already been shipped and you wish to cancel, you must return the complete product in its original condition and packaging before a refund can be issued. Chargebacks or payment disputes filed without returning the product will be contested.

Chargeback & Dispute Policy

  • Filing a chargeback or payment dispute does not constitute a valid cancellation or return request. All disputes must be resolved through our customer service team first.
  • Initiating a chargeback after a parcel has been shipped — without first contacting us and returning the item — is considered fraudulent. We reserve the right to provide all order, tracking, and communication records to the payment processor and relevant authorities to contest any such dispute.
  • If a chargeback is filed while the item is in transit or has been delivered, we will submit full evidence (order confirmation, tracking information, delivery proof, and communication history) to dispute the claim.
  • Customers who file unjustified chargebacks may be permanently blocked from placing future orders.

Return & Exchange Conditions

  • Items must be returned within 30 days of receipt.
  • All items must be in the same condition as received — unused, unworn, with original tags and in original packaging, including all accessories and documentation.
  • Items returned without prior authorization will not be accepted.
  • Returns must be shipped using a method that provides tracking information. We are not responsible for lost return shipments.
  • To initiate a return, customers must contact us at support@thehificat.com with photos and/or videos of the item and their order number. Our team will respond within 3 business days.

Non-Returnable Items

  • Sale items and gift cards are non-refundable.
  • Items damaged or lost due to customer misuse are non-refundable.
  • Items returned without authorization will not be accepted or refunded.

Return Shipping & Restocking Fees

  • Our error (wrong item shipped, manufacturing defect): We will cover return shipping costs and issue a full refund or replacement.
  • Customer's reason (change of mind, ordered wrong item, personal preference, shipping delays beyond our control, etc.): The customer is responsible for return shipping costs. A restocking fee of 20% of the item's retail value will be charged for opened items.

Refunds

  • Once the returned item is received and inspected (within 3–5 working days), we will notify you of the approval or rejection of your refund.
  • Approved refunds will be issued to the original payment method within 2–3 working days.
  • Original shipping costs are non-refundable.
  • If you have not received your refund after 5 working days, please check with your bank or card issuer before contacting us.

General Return Process

  1. Contact us at support@thehificat.com with your order number, photos/videos of the item, and reason for return.
  2. Await authorization — our team will review your request within 3 business days and provide return instructions if approved.
  3. Ship the item back to the address provided, using a tracked shipping method. Keep your tracking number.
  4. Refund or exchange will be processed within 3–5 working days of receiving the return.

Email: support@thehificat.com
Tel: +8619270016096
Business Address: Hoover Industrial Building, Flat 7, Blk B, 23/F, Kwai Cheong Road, New Territories, Hong Kong SAR
(Note: This is not the return address. Please contact us for return shipping instructions.)

EU Right of Withdrawal

If you are a customer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.

Exemptions — Items Not Eligible for Return

The right of withdrawal does not apply to the following:

  • Open-box products — these are sold as-is and are not eligible for return. Please consider carefully before purchasing.
  • Customized / personalized products — items made to your specifications cannot be returned. Please consider carefully before purchasing.

How to Exercise Your Right of Withdrawal

Contact our customer service team at support@thehificat.com to obtain the return shipping address (our warehouse is located in China) before sending your item(s) back. Please do not ship returns without first receiving the address from us.

Return Shipping Costs

Return shipping costs are the responsibility of the customer.

Restocking Fees

The following fees apply upon return:

  • Opened electronic products (earphones, IEMs, DACs, amplifiers, etc.): a 20% restocking fee will be deducted from your refund.
  • Unopened / sealed products: a 10% handling fee will be deducted from your refund.

These fees will be disclosed to you prior to completing your purchase.

Refund Timeline

Once we receive and inspect the returned item(s), we will process your refund within 14 days.

Note: The above EU Right of Withdrawal section is provided for informational purposes only and does not constitute legal advice. Please consult independent legal counsel to confirm compliance with applicable EU consumer protection laws.

1 2