Refund Policy

Last updated on: July 9, 2024

Thank you for choosing Hitlusteshop.com. To ensure your satisfaction and confidence in our products, we provide the following return, refund and warranty policy.

Cancellation

  1. We accept order cancellation before the product is shipped or produced. If the order is confirmed canceled ,you will get full refund. We process the refund action within 7 days.
  2. We do not accept order cancellation requests once the product is shipped out.
If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact us and we will process the updated order; there is usually no additional fee for this service.
Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund.
Note: If you find that there is a problem and you need to change or cancel the order after the order is successfully placed, please contact us immediately by email service@hitlusteshop.com to avoid causing you trouble.

Return / Under what circumstances can I exchange or return an item?

We offer a 30-day return guarantee.
  1. *If the product is due to a quality problem (defective item, damaged) and not your own damage or misuse, we can accept returns. If so, you are protected and can return it to us.
  2. *We also allow returns if the product is incorrect or wrong due to our negligence.
  3. *We also allow returns if you don't like it or change your mind and need to return it.

Exchanges

We do not offer exchanges, but we welcome you to return your item by mail in accordance with our return policy and use your store credit to repurchase any item available on our website.

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Non-returnable:

Any damage caused by individual factors such as:
  • The product has been used, damaged, stained, worn or contaminated, including odors that would affect resaleability.
  • Missing all original components due to customer reasons.
  • Any item older than 30 days after delivery.
  • Only regular priced items can be refunded, unfortunately special offers cannot be refunded.
  • Products whose original labels have been removed
  • Perishable items.
  • Products containing intimate or sanitary products, hazardous materials, or flammable liquids or gases.
  • Some health and personal care items
  • Items that come into contact with any body part or liquid (such as bodysuits, underwear and pajamas, swimwear, jewelry and accessories)
  • Gift card

Partial Refund

  • * Any item not in original condition, damaged or missing parts due to reasons other than our fault.
  • * Any item returned more than 30 days after delivery

Return Process:

Step 1: Please email our customer service representative at service@hitlusteshop.com to request a return. We will get back to you within 48 hours. Thank you very much for your patience.

The email should contain:
  • Your order number
  • Photos clearly showing the appearance of all sides of the product
  • Full accessories display photo
  • Photo of original packaging
  • Reasons for return

Step 2: After receiving your return request email, our customer service representative will email return instructions to you.

To be eligible for return

  • Once you have received our return instructions, please pack the item(s) you are returning in the original packaging.
  • Packages need to be returned along with the original receipt of purchase.
  • Product must be intact (does not apply to defective products), damage to the product will void the refund.
  • Please write a note in the bag with your order number, name and contact number.

Step 3: Send the item back to us through your local post office. If you need urgent processing of a returned package, please contact our customer service and provide the tracking number of the returned package.After receiving this package, we will inspect it.

Step 4: We will process your return within 7 business days of receiving the package.

Accessory Returned

Please kindly note that all accessories are not returnable. Once the parcel has been received, the item cannot be returned. If the parcel is damaged due to violent shipping, or if the product has a product quality defect right out of the box without being used, we will issue a full refund within 1-2 working days of confirmation or resend a brand new accessory for replacement.

Refund Amount

Once your return has been received and reviewed, we will email you a receipt notification. We will also notify you to approve or deny your refund.
If you are approved, the refund will be automatically applied to your credit card or original payment method.
Payment methods
Refund time after approval
Paypal
Within 1 working day
Credit Card / Debit Card
Refund within 1 business day, but it may take 7-14 calendar days for bank processing to appear in your account.
FYI: If your original payment method was a credit card, it will take longer (maybe 1 to 2 weeks depending on which CC company) to process the refund from the bank.

Late Or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at service@hitlusteshop.com

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Return Shipping

Hitlusteshop.com is responsible for return shipping:

If the return is due to our error, we will cover the return shipping cost. Examples include:
  1. Defective items that cannot be repaired with replacement parts.
  2. The item we sent was incorrect.
  3. Shipment sent to wrong address.
  4. Duplicate order shipped.
  5. Product damage due to shipping.
  6. Products that fail within 30 days (provided the product is properly installed and operated according to the product manual).
*Once we have received an approved returned product, we will inspect its condition. If any defects are found, we will process the refund within 3 working days.

The customer is responsible for return shipping:

  1. If the product is returned due to customer error, the return shipping fee will be borne by the customer. Fees may vary by location.
  2. Return shipping costs for undamaged products returned due to a change in the customer's purchase decision will be borne by the customer.
  3. If Hitlusteshop.com will provide a prepaid return shipping label for customer use, return shipping will be deducted from the refund.

Note

  • The shipping fee for returning the package is non-refundable, and if you receive a refund, the return shipping fee will be deducted from your refund.
  • We do not offer Freight Collect (FTC) service for returned packages.
  • Depending on where you live, the time it takes for your exchange to reach you may vary. If you're shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
  • There are no restocking fees charged to consumers for returned products.

Return Address

  1. We do not accept returned items that are directly returned without prior notice to us.
  2. Returned packages without a customer service representative authorized return address will not be returned.
  3. Please do not send your purchases back to the manufacturer. No address on the package is approved as a return address.

We will not replace it under the following circumstances:

  1. Unable to contact the consignee or the wrong address of the consignee, resulting in the logistics company unable to deliver the goods. The goods may be destroyed by the local logistics company.
  2. When placing an order, please make sure to fill in the correct address, telephone number and contact information. When the logistics company delivers the goods, please make sure to contact your telephone number.

Important Notes

  • Only when we receive the returned goods can we handle the return for you.
  • We are NOT responsible for any delays due to local disruptions. We are NOT responsible for LOST, DAMAGED or STOLEN PACKAGES, if your package show "Delivered" in tracking system. Please contact your local post office or report to local authority for illegal activities. Please keep your proof of postage as you own record when shipping back your returns.

Changes to Return & Refund Policy

You can review the most current version of the Return & Refund Policy at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Return & Refund Policy by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Return & Refund Policy constitutes acceptance of those changes.

Fraud Protection

  1. For items that are damaged or defective, the customer MUST provide videos or photos to support the claim that the item is malfunctioning. If a customer refuses to or fails to provide videos or photos of a claimed malfunctioning/damaged item, we are unable to determine the product situation. This return will be treated as “buyer’s remorse” and the customer is solely responsible for shipping it back.
  2. Once we have received the approved returned item, we will review and fully inspect our facility. If the item is found to be defective, we will proceed the repair or replacement.

Contact Us

If you have any questions or concerns, please do not hesitate to contact us.

Phone number: +86 153 9740 0466

Email: service@hitlusteshop.com

Physical address: Room 2407D9, Building A, Xi Nian Center, No. 6021 Shennan Avenue, Shatou Street, Futian District, Shenzhen, China

Customer Service Chat Time: Mon - Sun : 9am - 6pm (UTC+8 time)