Refund Policy

HiZoo Return, Exchange & Refund Policy

30-Day Return Policy

We have a 30-day return and exchange policy, which means you have 30 days from the date your order is marked as delivered to request a return or exchange.

Eligibility for Returns

• Items must be in good condition and include all original accessories — packaging, dust bag, charging cable, and HiZoo card.
• Light use is acceptable, but products returned with missing parts will incur a $1–$5 deduction per item.
• A receipt or proof of purchase is required to process your return.

Return Shipping

• Customer Responsibility: For change-of-mind returns, customers are responsible for return shipping costs.
• HiZoo Covers: For defective, damaged, or incorrect items, HiZoo covers all return shipping charges.

Warehouse Return Address

If your return is accepted, we will guide you with instructions on how and where to send your package. Items sent back without approval will not be accepted.

You can always contact us for return-related questions at support@hizzoo.us.

Damages and Issues

Please inspect your order immediately upon delivery and contact us if the item is defective, damaged, or incorrect. Clear photos or a short video are required for verification so we can resolve the issue quickly.

Exceptions / Non-Returnable Items

Certain products cannot be returned, such as perishable goods, custom products, personal care items, and hazardous materials (flammable liquids or gases). Contact us if you have questions about a specific item.

Exchanges

The fastest way to get what you want is to exchange the item through our return & exchange portal. Once you provide the required details (order number and shipping ZIP code), you can easily request a new item. Please note, exchanges are limited to HiZoo massagers of the same type — design changes are not available.

European Union 14-Day Cooling-Off Period

If your order is shipped to the EU, you have the right to cancel or return it within 14 days of delivery, for any reason. Items must be unused, in their original condition, and include all original components. A receipt or proof of purchase is required.

Refunds

Once we receive and inspect your return, we will notify you of approval. Approved refunds are processed to your original payment method within 5 business days. Please allow an additional 2–3 days for your bank or credit card provider to post the refund. If more than 10 business days have passed since your refund was confirmed, please contact us at support@hizzoo.us.

Contact Us

Email: support@hizzoo.us
Warehouse: 46 Stafford St, Suite 2911, Lawrence MA 01841
Phone: +1 279-226-3356