Refund & Return policy
By placing an order, You confirm that You have read, understood, and accepted the following policies:
Express warranty and warranty disclaimer:
- It is highly recommended to take a video when you receive the product, even take it carefully when you unbox it, take it out and check a round of the product... because we will send a 100% new replacement immediately when it is determined that the product damage is not due to the customer's fault based on the video you submit. You certainly do not want to lose your money or experience a long resolution time so better be prepared!
- In the case that due to improper use causes the product damaged, unfortunately we will refuse to provide a replacement version or any compensation as well as any repair.
15-day Replacement Policy
We are happy to replace wrong/damaged products. It means you have 15 days after receiving your item to request a replacement so kindly check your product closely after its arrival.
We apologize for not being able to accept any request after this time frame.
To submit your replacement request:
1/ You can send us a video or at least 3 pictures at high resolution from different angles to illustrate the faulty of the problematic item(s). The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed.
2/ Send your replacement request to our Customer Service Agency at support@hyperiwood.com together with a Shipping label & valid proof you prepared. Kindly provide your order number/Transaction ID/ Invoice ID for a quicker resolution time.
The resolution time may take up to 7 business days so we highly appreciate your patience while our Customer Agent is troubleshooting the case. Once your proof is approved, we will process a replacement package for you without any additional fee and the return of a wrong/damaged item.
In case you have not received your replacement package after 15 days of a replacement confirmation, kindly contact our Customer Agent for urgent assistance.
Lost Packages
If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait for 15 days before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically to track its progress and provide accurate updates. Kindly noted that for any reports of lost packages, it is essential to submit together with the Loss of Certificate or official information from the local post office on your package order status.
Package was disposed of by the Post Office (P.O)
We happily resend orders that were disposed of by the Post Office when the address was valid and correct. Otherwise, we are sorry that any replacements, refunds, or credits for invalid address entries of the customers are not applicable. We are also not responsible for cases where an intended recipient has moved or an intended recipient cannot be contacted leading to delivery failures.
Cancellation and Change Order Info 6-hour Order Cancellation Policy
Please contact us at support@hyperiwood.com to request order cancellation for a full refund within 6 hours from purchasing time of the same day. After this 6-hour window, we apologizes for not being able to admit your request since your order might have entered the processing phase. If your request is eligible for a refund, the refund will be issued to you up to 10 business days since the time frame is completely dependent on your card issuer's procedure and policy.
6-hour Order Adjustment Policy
If you realize you have made an error, contact us at support@hyperiwood.com within 6 hours from purchasing time of the same day. In case you found the shipping address is incorrect after the item has been shipped, kindly follow these steps: 1/ Follow your order via the tracking link closely; 2/ Once your tracking number is active or your package arrives at the local Post Office, kindly contact them and request address changes.