Return Policy - Hi.toys

Return & Refund Policy

At Hi.toys, we want you to be absolutely thrilled with your new collectibles. Please review our return and refund policy carefully before placing your order.

1. Eligibility for Returns & Exchanges

Within 7 days after delivery, you may request a return or exchange if any of the following applies:

  • Product quality issues (manufacturing defects, damage, or functional problems)
  • Wrong item shipped (the product you received does not match your order)
  • Missing parts or accessories (components listed in the product description are not included)

Please contact us as soon as possible with your order number and supporting photos or videos.

2. Special Policy for Blind Box Products

Due to the unique, mystery nature of blind box products, we have a strict policy regarding unboxing:

  • Opened Blind Boxes: Once a blind box has been opened or unsealed, returns and exchanges are not accepted unless there is a confirmed product quality issue.
  • Personal Preference: We cannot accept returns or exchanges for opened blind boxes due to personal preference or because you did not receive a specific style.

3. Proof Required for Quality Issues

For any return or exchange related to product quality issues, you must provide a complete unboxing video showing:

  • The unopened outer package with visible tracking/shipping label
  • The full unboxing process from start to finish
  • The defect, damage, or missing part clearly shown

Returns without a complete unboxing video may not be approved.

4. How to Start a Return

To initiate a return or exchange, please contact our support team at hi@hi.toys or call +86 151 1619 5774 (Ma). Please include your order number, a description of the issue, and photos or your unboxing video.

Do not send items back without first receiving return approval and instructions from our team.

5. Return Shipping Costs

  • Product quality issues, wrong items, or missing parts: We will review each case individually and provide return instructions. Shipping cost responsibility will be confirmed based on the specific situation.
  • Customer-initiated returns: If a return is approved for reasons other than product quality issues, wrong items, or missing parts, the customer is responsible for return shipping costs. Original shipping fees are non-refundable.

6. Refunds & Processing Time

Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed and applied to your original payment method within 5 to 7 business days.