Refund policy

1. Return Policy

We offer a 14-day return policy, meaning you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Due to the nature of the product, we do not accept returns of used products unless they are defective.

Return Process:

To initiate a return, please contact us at service@hiowltra.com.
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.

Return Shipping Fees:

If the return or exchange is initiated for reasons other than product quality, you will be responsible for covering the return shipping costs.

You can always contact us at service@hiowltra.com with any return-related questions.

2. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

3. Non-Returnable Items

We cannot accept returns on sale items or gift cards.

4. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

5. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Refund Process:

After receiving and inspecting the return, we will notify you whether the refund is approved.
Once approved, the refund will be automatically issued to your original payment method.
Please note that it may take 5-10 business days for your bank or credit card company to process and post the refund.

6. Order Cancellation Policy

Order Cancellation:

All orders can be canceled before shipment. If the order has not been paid for, you can cancel it yourself. If the order has been paid for, you can contact customer service to cancel the order.
Once the order has been shipped, it can no longer be canceled.

7. DOA (Dead on Arrival) Product Returns

If the product arrives damaged, please contact us within 14 days of the delivery date and follow the 14-Day Product Guarantee procedure. For high-value items, we may require the return of the product. Please include all accessories, such as cables, chargers, and batteries, in the returned package. If accessories or components are missing, we will require you to pay the relevant fees.

Return Shipping Fees:

All return shipping fees will be borne by the buyer.

8. Defective, Damaged, Incorrect, or Lost Items

If we send you a defective, damaged, or incorrect item, you are entitled to a partial or full refund or replacement (excluding accessories). For lost items, if stock is available, we will resend them to you. Otherwise, you will receive a refund.

Items Damaged During Shipping:

If you believe the item was damaged during shipping, you must obtain a "damage proof" document from the courier and include it in the return package.

9. Important Reminders

Keep all packaging materials and shipping documents, as they may be required to process your return request.
After returning the product, please send us the tracking number and a copy of the shipping receipt; if we do not receive this information, we will have to wait until the product arrives at our warehouse to process it.
Refunds will be arranged to the same payment method you used to place the order. All intermediary fees and bank processing fees will be borne by the customer.
If you find the package damaged or opened, you can refuse to sign for it. Accepting a damaged or opened package may affect your return request.

11. Policy Updates

Any purchase made on hiowltra.com indicates that you have read, understood, and agreed to our cancellation and return policy as stated above. Owltra reserves the right to make changes and/or improvements to this policy. Any changes will be updated in the relevant section of our help center.

12. Contact Us

If you have any questions, please contact us at:

Email: service@hiowltra.com