Refund policy

Returns

Defective / Damaged / Wrong Item

We accept returns and exchanges if there is an issue with the condition of the product that we ship. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

We are happy to accept returns or product replacement if all of the following conditions are met:

There is a quality issue with the product, such as damages or defects from shipping or production, that affects its normal use.
The product must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Return /exchange is requested within 14 days (5 days for electronic products), starting from the day you receive your purchased products.
Higooga will be responsible for all shipping charges incurred. Items weighing over 2KG will be returned via economy (surface) shipping.
We offer product replacements or store credits for all returns.

Other returns or exchanges

We are happy to accept returns or exchanges if all of the following conditions are met:

The product must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
We accept returns and exchanges within 14 days of receipt.
Shipping must be paid for by the customer.
We offer store credits for all returns.

Our returns or exchanges policy may vary between countries due to local legal requirements and stock fulfilment needs. If you have any concerns, please check with us before making a purchase, and we will provide you with the appropriate policy and return instructions for your specific country.

Due to international shipping and logistics challenges, we do not offer returns or refunds for customers in the following countries, except when products are damaged or have quality issues that affect their intended use:

Croatia, Russia

Restocking Fee

There will be a restocking fee of 25% on all returns, except for those items that are verified as damaged or defective upon delivery. This fee helps us offset the costs involved in processing returns and restocking items, thus allowing us to continue offering complimentary international shipping. Our commitment to delivering high-quality products and services remains steadfast, and we sincerely appreciate your understanding and adherence to our policies.

For customers in the EU, Australia, and other countries not covered by the restocking fee arrangement

Customers will need to cover the shipping fee for returning items to our international warehouses, which are typically located in China, Asia, and the US, depending on the specific item purchased. The shipping will be arranged and provided by our fulfilment partner, and the corresponding cost will be deducted from the final refund amount.

Exceptions / non-returnable items

Except for obvious quality issues, certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and consummable items (such as scratcher boards, filters). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Undelivered items

Please ensure that your shipping address, email, and contact numbers are accurate when placing your order. Local delivery agents will typically attempt delivery 1-3 times, depending on the location and destination. If delivery is unsuccessful, the product may be stored at the local post office for 3-7 days for self pick-up, or returned to our warehouse.

If our courier partner notifies us of an unsuccessful delivery, our customer support team will notify you immediately of the issue and the follow-up actions required to receive or collect your order. We will attempt to notify you twice during the 7-day period. After 7 days, the undelivered order will be returned to us or disposed of according to the rules of the local courier partner in your country.

Higooga will charge a handling fee equivalent to 70% of the total price of orders shipped by standard or expedited shipping, and up to 100% for large items shipped by Ocean + Express, if they are undelivered due to the following reasons:

a) Incorrect or insufficient address
b) No such number
c) Unknown recipient
d) Refusal to accept delivery
e) Failure to pick up within the specified time
f) Inability to deliver to a safe location
g) Customs clearance failure
h) Other delivery issues related to contact information and location errors

Ocean + Express Shipping Specific Terms

Some large-sized items eligible for free shipping are delivered using a combined Ocean + Express method. These timelines are clearly stated on the product page. Orders using this method are not cancellable or refundable due to shipping duration once they have been dispatched.

Optional Shipping Upgrades

Any additional amount paid voluntarily for expedited, priority, or upgraded shipping (on top of the listed product price) is non-refundable once the order has been dispatched, even where the product itself qualifies for a refund or store credit. This applies regardless of the reason for the return or cancellation.

How to send a request?

To submit a request

Using the email account you provided when purchasing the product, send your request to orders@higooga.com with the following information:

Your name
Order number
Issues with the product (with pictures if applicable)

We will get back to you with instructions on how to return the product.

Please note that items sent back to us without first requesting a return will not be accepted.

Request for refunds of undelivered items

If you have not received your order within the designated shipping timeframe (see Shipping Policy), please contact us at orders@higooga.com and our customer support team will help you locate your order, or assist you with other requests.

If your order has been undelivered due to the following reasons, Higooga will charge a handling fee equivalent to 50% of the total price.

a) Incorrect or insufficient address. b) No such number. c) Unknown recipient. d) Refusal to accept delivery. e) Failure to pick up within the specified time. f) Inability to deliver to a safe location. g) Customs clearance failure. h) Other delivery issues related to contact information and location errors.

Incorrect or insufficient address / Unknown recipient

If you provided the correct shipping address with sufficient details but did not receive your order, we are happy to provide a full refund. To request a refund, please send an email to orders@higooga.com within 7 days of receiving our first notification that the item could not be delivered.

Please include the following in your email:

Your name
Order number
An image of the address label, statements, or letters from organizations showing your name and address. They should match the name and address provided to us when you placed your order.

Order Cancellation

Please note that once an order is placed, it cannot be cancelled. This is because processing begins shortly after receipt. Consequently, we cannot provide a full refund for orders that have already been placed.

Order Verification and Administrative Fees

To ensure the security and accuracy of international shipments, we may occasionally need to verify order details. In such cases:

We will contact you via email (using the address provided during order placement) up to 3 times to confirm your order and shipping information.
Your order will be processed and shipped promptly upon receiving your confirmation.
If we do not receive a written confirmation after 3 attempts, we will be unable to proceed with the shipment.
In this event, a 20% administrative fee will be deducted from your original payment to cover our costs, with the remaining balance refunded to your original payment method.

This process helps us maintain the integrity of our shipping system and protect our customers from potential fraud or errors.

Crypto Payments Policy

We currently accept cryptocurrency payments via Coinbase Commerce, limited to USDC (USD Coin) at this time.

All crypto-related transactions are subject to the following terms:

Refunds for crypto payments will be issued in the form of store credit only. We are unable to return the original cryptocurrency due to price volatility and transactional limitations.
Returns and exchanges follow our standard return policy, except that refunds will be in the form of store credit equivalent to the value of your original purchase.
If a refund is due based on order cancellation, restocking, or undelivered items, the credited amount will reflect any applicable handling or restocking fees.
For cancelled or unverified orders paid in crypto, any applicable administrative fees will be deducted before issuing store credit.
Please ensure that your wallet and email address are correct when placing your order. Higooga is not responsible for errors caused by misentered wallet details.

If you have questions about how crypto payments work, please reach out to orders@higooga.com prior to placing your order.