Refund policy
1. Our Shopping Model
HIOOL Goods (“HIOOL”) is an independent personal-shopping and order-fulfillment service. After an order is placed, HIOOL shops for requested items subject to availability at U.S. retail stores.
Because many items are food, grocery, beverage, beauty, personal-care, or other consumable or hygiene-sensitive products, returns are limited as described below.
Nothing in this policy limits any rights that cannot legally be waived under applicable law.
2. Items Unavailable During Shopping
A listing on hiool.com does not represent real-time store inventory.
If HIOOL is unable to obtain an ordered item during the shopping process, HIOOL may contact you or cancel the affected item. Any applicable amount paid for an item that HIOOL cannot obtain will be refunded to the original payment method.
3. Food, Grocery, Beverage, Beauty, and Personal-Care Items
For safety, hygiene, and product-integrity reasons, food, grocery, snack, beverage, beauty, skincare, personal-care, and other consumable or hygiene-sensitive items are generally final sale and are not eligible for change-of-mind returns or exchanges once purchased by HIOOL on your behalf.
However, please contact HIOOL if:
- you received the wrong item;
- an item is missing from your shipment;
- an item arrived materially damaged;
- an item arrived in a condition that makes it unusable; or
- another order-fulfillment error occurred.
HIOOL will review the circumstances and determine an appropriate remedy, which may include a refund, replacement where reasonably available, or another resolution, subject to applicable law.
4. Eligible Non-Food Returns
Non-food merchandise is generally eligible for return only when it arrives materially damaged, defective, or incorrect, unless otherwise required by applicable law.
Do not send any item back without first contacting HIOOL and receiving return instructions.
If HIOOL determines that a physical return is required, we will provide instructions on where and how to send the item. The return destination may vary depending on the circumstances, so no general return address should be used without prior authorization.
Items returned without authorization may not be accepted.
5. Damaged, Incorrect, or Missing Items
Please inspect your order after delivery and contact HIOOL promptly if something is damaged, incorrect, or missing.
To help us evaluate the issue, we may request:
- your HIOOL order number;
- photos of the item;
- photos of the product packaging;
- photos of the shipping carton and shipping label; and
- other information reasonably necessary to review the order.
Please keep the item and its packaging until HIOOL confirms whether they are needed for review or return.
6. Shipping and Carrier Issues
HIOOL arranges shipment through independent third-party carriers.
If tracking shows a shipment as lost, damaged, delayed, or otherwise affected during carrier transit, please contact HIOOL at hello@hiool.com. We will review the shipment information and, where appropriate, assist with the applicable carrier process.
Carrier delays alone do not automatically qualify an order for a refund unless required by applicable law or otherwise approved by HIOOL.
7. Refunds
When a refund is approved, HIOOL will issue it to the original payment method.
After HIOOL submits the refund, banks, card issuers, payment providers, and other financial institutions may require additional processing time before the credit appears in your account.
If you believe an approved refund has not appeared after a reasonable processing period, contact us at hello@hiool.com.
8. Shipping Charges
Original shipping charges are generally non-refundable after a shipment has been tendered to the carrier, except where required by applicable law or where HIOOL determines that a refund of shipping charges is appropriate because of a HIOOL fulfillment error.
9. Gift Cards and Final-Sale Items
Gift cards are non-returnable and non-refundable except where required by applicable law.
Other products specifically identified as final sale are not eligible for return or exchange except as required by law or where HIOOL confirms an order-fulfillment issue.
10. Contact
For return, refund, damage, missing-item, or order-resolution questions, contact:
Please include your HIOOL order number when possible.