Return & Refund Policy

Hiroia is committed to providing high-quality products and services. If you are not completely satisfied with your order, please follow the return guidelines below.

General Return Policy

• Return Period: You may request a return through Hiroia Customer Support within 30 days from the original purchase date, provided that the product meets the return conditions.
• Return Conditions:
  • The product must be unused, in its original packaging, and in resalable condition; otherwise, returns will not be accepted.
  • Coffee beans and coffee machines are non-returnable and non-refundable.
  • For international orders, return shipping costs, customs duties, and other related fees shall be borne by the customer. Please refer to the detailed policy for more information.
• Defective or Incorrect Items – Exchange Policy:
  • If the return is due to a defective product or incorrect shipment, Hiroia will provide a prepaid shipping label for the return at no cost.
  • If the return is due to personal reasons (e.g., incorrect order placement, change of preference), the customer is responsible for the return shipping costs.

Return & Exchange Policy for Coffee Machines

• To ensure food container safety and hygiene, once a coffee machine has been unsealed or used, it cannot be restored to its original condition and may pose hygiene and safety risks. Therefore, returns will not be accepted.
• If the product is found to be defective upon delivery (e.g., functional issues, manufacturing defects), customers may request an exchange within 7 days of receipt by providing valid proof of purchase and defect documentation.
• Hiroia reserves the final right to approve returns or exchanges and may decide whether to accept the return, offer an exchange, or provide an alternative solution based on the product’s condition.

Return Process & International Order Return Fees

If your returned product and return request period meet the specified requirements, you may apply for a return through Hiroia Customer Support.

Please ensure that your return request complies with the relevant guidelines. Hiroia Customer Support may request the following information depending on the product category:

✅ Required Information for Return Approval:

• Product photos (If the packaging is unsealed, please ensure all contents are clearly visible).
• Photos of the complete product packaging.
• Photos of the outer shipping box.
• If requesting an exchange, please provide a description of the defect, along with photos or videos, and cooperate with customer support to perform necessary inspection steps to help troubleshoot the issue.

📦 International Order Return Shipping Fees & Duties:

• Unless the product is found to be defective upon delivery (DOA, Dead on Arrival), return shipping fees and customs duties for international orders must be borne by the customer.
• If your return request is approved by Hiroia, we will calculate the international shipping fee and any applicable customs duties for returning the item to our warehouse based on your return shipping address.
• Once the shipping cost is determined, customer support will provide you with an online payment link for processing the payment.
• After payment is completed, customer support will provide you with the international courier tracking number, and you will need to contact your local courier to arrange for pickup.

⚠ Please Note:

• Ensure all required return information is complete and complies with the guidelines to avoid affecting return approval.
• Failure to follow the return procedure as specified may result in delays or rejection of the return request.

Return Product Conditions & Packaging Requirements

• Returned products must be in brand-new condition with complete packaging, including the product, accessories, gifts, packaging bags, original manufacturer’s box, and all accompanying documents.
• Missing any item from the package may affect your return eligibility. Please ensure all contents are complete before returning the product.
• Upon receiving your order, please inspect the product immediately. If you are dissatisfied with the item, do not unseal or use it (including removing protective tape or opening sealed bags) and proceed with the return process.
• For returns, the original outer packaging must be used for shipping. Do not attach shipping labels or write directly on the original manufacturer’s box, as it is considered part of the product.
• If the original packaging is damaged, a restoration fee may be deducted based on the extent of the damage.

Bundle Product Returns & Partial Returns

• Each order is eligible for only one return request.
• For bundle purchases, the entire set must be returned to process a refund; partial returns are not accepted.
• If multiple items were purchased in a single order and a partial return is requested, the refund amount will be calculated based on the individual product price or discounted price. Applicable shipping fees or deductions (e.g., packaging damage fees) may be charged according to the return policy.

Refund Method & Processing Time

• Once the returned product arrives at our company and passes inspection, the refund process will be completed within 7-8 business days.
• For credit card payments, the refunded amount will be credited back to the original credit card account. Due to banking procedures, it may take approximately 7-14 days for the refund to appear, and the processing time may vary depending on your credit card’s billing cycle.
• For inquiries regarding the bank's processing time after the merchant processes the refund, please contact your credit card issuing bank.

Situations Where Returns Are Not Accepted

1. Return request exceeds the allowed return period.
2. The product has been unsealed and shows signs of use, is missing parts, has severely damaged packaging, or the product serial number sticker has been removed or scratched off. Returns are not accepted for items damaged due to human factors such as stains, malfunctions, wear, scratches, dents, or dirt.
3. Missing or damaged product accessories.
4. Failure to return promotional gifts included with the purchase.