Refund & Return Policy

Thank you for shopping at Hi-Moment. We take great care in ensuring the quality of every product we sell. Please read our refund and return policy carefully before making a purchase.

Our Policy

Due to the intimate and personal nature of our products, we do not accept returns or exchanges for items that are not defective. All sales are final unless the product arrives damaged, defective, or incorrect.

We stand behind the quality of our products. If you receive an item that has a manufacturing defect or quality issue, we will make it right.

Eligibility for Returns & Replacements

You may be eligible for a replacement or refund only under the following circumstances:

  • Defective product: The item has a manufacturing defect or does not function as described.
  • Damaged in transit: The item arrived broken or damaged due to shipping.
  • Wrong item received: You received a different product than what you ordered.

To be eligible, you must contact us within 7 days of receiving your order.

How to Request a Return or Replacement

If your item qualifies under the conditions above, please follow these steps:

  1. Contact us at [email protected] within 7 days of delivery, including your order number and a description of the issue.
  2. Provide photos or videos clearly showing the defect, damage, or incorrect item. This helps us process your request quickly.
  3. Wait for approval. Our support team will review your request and respond within 1–2 business days.

Replacements

For products with confirmed quality issues or defects, we will send a replacement at no additional cost to you. You do not need to return the defective item unless specifically requested by our team.

Refunds

Refunds are issued only in the following situations:

  • The defective product is out of stock and a replacement is not available.
  • Our support team determines that a refund is the most appropriate resolution.

Once a refund is approved:

  • The refund will be processed to your original payment method.
  • Please allow up to 7 business days for the refund to appear in your account. Processing times may vary depending on your bank or payment provider.

Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

  • Products that have been opened, used, or are no longer in original condition (unless defective).
  • Products returned without prior authorization from our support team.
  • Items where the return request is made more than 7 days after delivery.

Order Cancellation

If you wish to cancel your order, please contact us as soon as possible at [email protected]. Orders can only be canceled before they have been shipped. Once an order has shipped, it cannot be canceled and will be subject to this return policy.

Shipping Costs for Returns

If we request that a defective item be returned, we will provide a prepaid return shipping label at no cost to you. Customers are not responsible for return shipping costs on approved defective item claims.

Contact Us

If you have any questions about our refund and return policy, please contact us:

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