Refund policy

Last updated: September 29, 2026

We want you to know what to expect when you shop with HIDDIO. Please contact support@myhiddio.com with your order number if you need help with a return, cancellation or delivery problem.

Returns for a change of mind or size

You may request a return within 14 calendar days after delivery. For our voluntary return policy, items should be unworn apart from reasonable indoor try-on, unwashed, and free from stains, odors and damage, with tags attached. Please use the original packaging where available and include proof of purchase. These conditions do not limit inspection rights or other protections required by applicable law.

Contact us before posting your return so we can provide the correct instructions. Please send an approved voluntary return within 14 calendar days after receiving those instructions. Statutory cancellation rights do not depend on our approval; the legal deadlines described below apply where relevant.

Please email support@myhiddio.com to obtain return instructions and the correct return address before sending your item. Do not assume that the address printed on your parcel or our business correspondence address is the return address. Return postage for a change of mind or a size you selected is your responsibility, unless applicable law requires otherwise. International return postage may apply. We recommend keeping proof of postage and using a tracked service.

Wrong, damaged or faulty items

If we sent the wrong item, or your item arrives damaged or faulty, contact us as soon as you reasonably can. Reporting the issue within seven days helps us investigate, but this is not a deadline that removes your statutory rights. Include your order number, a description and clear photos where reasonably available. A continuous unboxing video is not required.

We will arrange an appropriate remedy, such as repair, replacement or refund, in accordance with applicable law. We cover necessary return shipping for a confirmed error on our part or a defective item. Please contact us before paying for return postage so we can arrange the appropriate method.

Refund amounts and timing

For an eligible return, we refund the amount you paid for the returned item to the original payment method. We do not apply a standard 25% deduction or a routine restocking fee. Original delivery charges are refundable where required by law or where the return results from our error or a defective item. Otherwise, separately paid original delivery charges are not refunded for a change-of-mind return.

We aim to process eligible refunds within seven business days after the return is received and checked, or earlier where required by law. If the law requires us to act on proof of return rather than physical receipt, we will do so. Your payment provider may need additional time to post the credit. If a refund has not appeared after the expected processing period, contact us so we can help trace it.

Exchanges

Contact us if you need another size or color. We will explain the available options. An exchange depends on stock availability and may be handled as a return and a separate order. We will explain any applicable postage before you agree.

Cancellations and address changes

Please contact us as soon as possible, preferably within six hours of ordering. We will try to help before fulfillment starts, but cannot guarantee an order can be stopped or changed once processing has begun. Once an order has shipped, an address change or delivery intercept may not be possible. This does not affect any legal right to cancel or return your purchase.

Delivery problems

If tracking is delayed, shows a delivery you cannot find, or indicates that a parcel may be lost, contact us. We will investigate with the carrier. A delivery scan does not automatically close your claim. For confirmed loss or non-delivery, we will provide the replacement, refund or other remedy required in the circumstances and under applicable law.

If delivery fails because of incorrect information supplied by you, refusal, or non-collection, we will explain the options and any reasonable, documented costs that may lawfully apply. We do not automatically charge a fixed $12 fee or withhold 25% of every refund. Refusing a parcel alone may not be sufficient notice of cancellation; please contact us directly.

Discounts and customer feedback

Ordinary discounted items follow this policy. Discounts must be applied before payment; we do not routinely apply a missed code retrospectively. This does not remove cancellation or refund rights that apply by law. Your eligibility for support, returns or refunds does not depend on posting a positive review or removing an honest negative review.

UK and EU withdrawal rights

Where applicable, you may notify us that you wish to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason. A clear statement by email is sufficient; no special wording is required. You then have 14 days to send the goods back. For an eligible withdrawal, we refund the payments required by law, including the cost of our least expensive standard delivery option where applicable. We may withhold reimbursement until we receive the goods or evidence they were sent back, whichever occurs first, where permitted. Refunds will be made within the applicable legal deadline. You bear the direct cost of returning a change-of-mind purchase where we have disclosed this before purchase. A deduction for handling beyond what is necessary to inspect an item may apply only where lawful. Statutory rights for faulty or misdescribed goods are separate and are not limited to this withdrawal period.

Optional withdrawal notice: “To HIDDIO / Yifeng LLC, support@myhiddio.com: I wish to withdraw from my purchase of [ITEMS], ordered on [DATE] and received on [DATE]. Order number: [NUMBER]. Customer name and address: [DETAILS]. Date: [DATE].” You may email this notice to support@myhiddio.com.

Nothing in this policy excludes rights that cannot lawfully be excluded.