Refund Policy
RETURN POLICY
At Hi-Lense, we strive to provide our customers with the highest-quality products under the Hi-Lense brand that meet their expectations for performance, comfort, and quality. We understand that sometimes a product may not meet your needs or expectations, and we want to make the return process as smooth as possible.
We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, the product must be in its original condition, with all parts complete.
How to Initiate a Return
To initiate a return, please contact our customer service team at support@hi-lense.com.
Please provide your order number and a brief explanation of the reason for the return or how we can improve our products.
Return Shipping
Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g. incorrect, defective, or damaged item).
Once you request a return, we’ll email you the return shipping cost for approval. After you approve it, we’ll send you the link to start the return process. The return shipping cost will then be deducted from your refund once we receive the item.
Please note: Delays caused by customs clearance are beyond our control and are not considered valid reasons for a return.
If your order arrives damaged, defective, or in the wrong color or variant, we’ll cover the return shipping costs. Please contact our support team within 14 days of delivery to report the issue.
Refund Process
Once we receive your returned item and inspect it, we will notify you of the approval or rejection of your refund.
If approved, the refund will be processed to the original method of payment within 7 business days, less the agreed return shipping cost.
Refunds may take additional time to appear in your account, depending on your financial institution.
Exchanges
If you'd like to exchange your item for a different variant or color, please contact us at support@hi-lense.com. Once approved, we’ll send you an invoice for the return shipping cost and any price difference (if applicable). After payment, you’ll receive a link to register your return — be sure to select “Exchange.”
Once we’ve received and inspected your item, we’ll issue store credit via email so you can reorder your preferred item.
Return Denial
Hi-Lense reserves the right to refuse returns that do not meet our return policy guidelines. Items returned outside the eligible return period may also be denied. Returns sent to any address other than the one provided through our return portal will not be accepted.
Defective or Damaged Items
If you receive a defective or damaged product, please contact our customer service team immediately. We will provide instructions on how to return the item and arrange for a replacement or refund.
Order Modification / Cancellation Policy
After an order is placed, our team works quickly to prepare it for shipping—sometimes within just a few hours. Because of this, we can’t always guarantee that changes can be made.
If you need to modify or cancel your order, please contact us as soon as possible. We’ll do our best to help if your order hasn’t yet left our warehouse. To avoid any issues, we recommend double-checking your order and shipping details before placing your order.
Contact Information
For any questions or concerns regarding our return policy, please contact our customer service team at:
support@hi-lense.com