We are proud to serve customers across many international locations. To review product and delivery claims fairly and consistently, we may require clear, timely, and complete evidence. In some cases, the information initially provided may not be sufficient for us or our partners to verify what happened, so we may request additional evidence. This information supports delivery investigations, supplier assessments, insurance claims, and authorized returns, and helps us continue providing international delivery and customer service.

Returns

Defective / Damaged / Wrong Item

We accept claims and authorized returns when there is a verified issue with the condition of the product that we shipped. Please inspect your order immediately upon receipt and contact us within the applicable reporting period if the item is defective, damaged, missing components, or if you receive the wrong item, so that we can evaluate the issue and determine the appropriate resolution.

Reporting periods:

• Non-electronic products: claims must be submitted within 14 days after delivery.
• Electronic products: claims must be submitted within 5 days after delivery.
• Packages shown by the delivery carrier as delivered but not received: the issue must be reported within 7 days after the recorded delivery date.

The reporting period is used to ensure that shipping records, packaging, product condition and other evidence can be reviewed while they remain available.

To qualify for review:

• The reported issue must affect the product's condition, included components or normal intended use.
• The product, packaging, labels and all included components must be retained while the claim is reviewed.
• The product must not be disposed of, destroyed, repaired, materially altered or returned without our written authorization.
• Visible damage, missing components and readily testable issues should be reported before the product is put into normal use.
• The product should remain unused except for the minimum inspection, assembly or testing reasonably necessary to identify the reported issue.

For litter boxes, feeders, fountains and other hygiene-sensitive pet products, customers should inspect and test the product before adding litter, food, waste or allowing pet use, where reasonably possible. Products that have contained litter, food, waste, bodily fluids or significant soiling are normally not returnable for hygiene and safe-handling reasons unless Higooga expressly authorizes an exception.

A problem reported after normal use may still be reviewed, but use of the product does not by itself verify that the product was defective when delivered and does not automatically establish entitlement to a return or monetary refund.

Submitting a claim or providing photos or video does not itself verify the issue or guarantee a particular remedy. Higooga may need to obtain an assessment from the supplier, manufacturer, fulfillment partner, delivery partner or insurer before confirming the outcome.

Evidence and Claim Verification

Using the email address provided when placing the order, send the claim to orders@higooga.com with:

• Customer name and order number.
• A clear description of the issue and when it was first noticed.
• Clear photos of the product, affected area, packaging, shipping label, model or serial information, and all included components, where relevant.
• A clear, continuous video showing the product and demonstrating the complete issue from multiple angles. For assembly, electronic or mechanical issues, the video should show the relevant assembly steps, controls, connections, movement or error from start to finish.
• Any troubleshooting evidence reasonably requested by Higooga or the relevant supplier or manufacturer.

Where an unboxing video is available, please include it. Edited, incomplete, unclear or inconsistent evidence may be insufficient to verify the claim, and additional evidence may be requested.

If the available evidence is insufficient, Higooga will explain what additional evidence is required. The issue will remain unverified until the requested review can be completed.

Product Retention, Return and Inspection

Higooga may require the product to be physically returned and inspected before confirming a remedy.

If a return is required for a reported Higooga-side product issue:

• Higooga will provide the authorized return instructions.
• Higooga will arrange the applicable return method at no initial cost to the customer.
• Items weighing over 2KG may be returned using economy or surface shipping.
• The customer must send the product within the period stated in the return authorization and retain the return receipt or tracking record.
• The product must include the original packaging and all components and must be reasonably clean, empty and safe to handle.

Items sent without prior return authorization will not be accepted.

Refusal to provide reasonably requested evidence, retain the product, or complete an authorized prepaid return may prevent the issue from being verified and may result in the claim being closed without a monetary refund.

If inspection does not confirm a qualifying defect, or shows misuse, avoidable damage, missing components, material alteration or a condition materially different from the evidence supplied, Higooga may reject or adjust the requested remedy and may deduct applicable return shipping, handling or restocking costs.

Remedies for Verified Higooga-Side Issues

When damage, defect, a wrong item, missing components, carrier loss or another issue attributable to Higooga, its supplier, fulfillment partner or delivery partner is verified, Higooga will determine and authorize an appropriate remedy based on the evidence, product condition, inspection results and available resolution.

For a confirmed product issue, product replacement is normally the standard resolution. Depending on the nature of the issue, Higooga may instead authorize troubleshooting, replacement parts, repair, or a refund to the original payment method when the issue is verified as Higooga-side responsibility and a monetary refund is appropriate.

A customer's request for a particular remedy does not automatically establish entitlement to that remedy. Unless Higooga authorizes a no-return exception, a replacement or monetary refund may require the original product to be returned for inspection.

Verified damaged, defective or wrong-item claims attributable to Higooga are not subject to the 25% restocking fee.

One Remedy Per Approved Claim

Each approved claim is resolved through one authorized final remedy. A customer may not receive more than one remedy for the same product and issue.

Unless Higooga expressly confirms a written exception:

• A customer cannot receive both a monetary refund and a product replacement for the same item.
• A customer cannot receive a monetary refund and also retain the original product when Higooga requires it to be returned.
• A customer cannot receive a replacement and retain the original product when Higooga requires it to be returned.
• Any refund, payment-provider reimbursement, replacement, repair, parts or store credit already received for the same issue will be taken into account before any further remedy is considered.

A no-return or product-retention exception must be expressly authorized by Higooga in writing. It is specific to that claim and does not create a right or precedent for another order.

Other Returns or Exchanges

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

• The request is submitted within 14 days after delivery.
• The product is in the same condition in which it was received, unworn and unused, with tags, all components and original packaging.
• The item is eligible for return and has not been opened or used in a way that creates hygiene, safety or resale concerns.
• Return shipping is paid by the customer.
• The return is authorized by Higooga before it is sent.

Approved change-of-mind and other non-fault returns are issued as store credit, less applicable return shipping, handling and restocking fees.

Our returns or exchanges policy may vary between countries due to local requirements and fulfillment needs. If you have concerns, please check with us before purchasing and we will provide the applicable information for your location.

Due to international shipping and logistics challenges, we do not offer discretionary returns or refunds for customers in the following countries, except for verified product damage, wrong items or quality issues that affect intended use:

• Croatia
• Russia

Restocking Fee

A 25% restocking fee applies to approved returns except for items verified as damaged, defective or incorrect upon delivery and attributable to Higooga.

This fee offsets return processing, inspection, international logistics and restocking costs and helps us continue offering complimentary international shipping.

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 eligible items to the applicable international warehouse, which may be located in China, elsewhere in Asia or the United States depending on the item. Shipping may be arranged by our fulfillment partner and the corresponding cost deducted from the final store credit or refund where permitted.

Exceptions / Non-Returnable Items

Except for verified product damage, wrong items or quality issues affecting intended use, we do not accept returns of:

• Perishable goods, including food, flowers or plants.
• Custom, special-order or personalized products.
• Consumable items, including scratcher boards and filters.
• Hazardous materials, flammable liquids or gases.
• Sale items or gift cards.
• Opened or used hygiene-sensitive pet products, including litter boxes, food bowls, feeders, water fountains and related items that have contained litter, food, water, waste, bodily fluids or significant soiling.

Please contact us before purchasing if you have questions about whether a particular item is returnable.

Undelivered Items

Please ensure that the shipping address, email address and contact number supplied at checkout are complete and accurate. Address changes requested after an order is placed are not guaranteed.

Local delivery agents will typically attempt delivery 1-3 times, depending on the destination. If delivery is unsuccessful, the product may be held at a local collection point for 3-7 days, returned to a warehouse, or disposed of under the local carrier's rules.

If our delivery partner reports an unsuccessful delivery, our customer support team will notify you of the issue and the action required. We will attempt to contact you twice during the 7-day response period.

A handling fee equal to 70% of the total order price for standard or expedited shipments, and up to 100% for large items shipped by Ocean + Express, applies when an order is undeliverable because of:

1. Incorrect or insufficient address.
2. No such number.
3. Unknown recipient.
4. Refusal to accept delivery.
5. Failure to collect the shipment within the required period.
6. Inability to deliver to a safe location.
7. Customs clearance failure caused by missing customer action or information.
8. Other delivery failure caused by customer contact, address, access or location information.

The applicable fee may be deducted from any authorized store credit or refund.

Delivered but Not Received

If carrier tracking shows the order as delivered but you cannot locate it, contact orders@higooga.com within 7 days after the recorded delivery date.

We may request:

• Confirmation of the complete delivery address.
• A copy of the carrier tracking record or delivery notification.
• Confirmation that household members, neighbors, reception, mailroom and safe locations have been checked.
• A carrier investigation reference number, written statement or other evidence where appropriate.
• An image of an address label, statement or official correspondence showing the customer's name and address where address verification is required.

A delivery notification or customer report does not by itself establish carrier loss or misdelivery. Higooga will review the shipping label, tracking, proof of delivery, delivery photograph, carrier records and other available evidence.

If carrier loss, misdelivery or another delivery issue attributable to Higooga or its delivery partner is verified, Higooga may authorize reshipment, replacement, store credit or a refund to the original payment method. If the shipping label matches the address supplied at checkout and the carrier confirms delivery, a monetary refund is not automatic.

Ocean + Express Shipping Specific Terms

Some large items eligible for complimentary shipping are delivered using a combined Ocean + Express method. The applicable estimated shipping time is stated on the product page.

Orders using Ocean + Express are not cancelable or refundable because of the stated shipping duration once dispatched.

If a customer refuses delivery, fails to collect the shipment, or provides incorrect or incomplete delivery information, the undelivered-item handling fee of up to 100% may apply.

Optional Shipping Upgrades

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

Order Cancellation

Once an order is placed, it cannot be canceled because processing begins shortly after receipt and fulfillment costs may be committed immediately.

Higooga may exceptionally authorize a change before dispatch, but changes are not guaranteed and do not create a right to cancellation.

If Higooga is unable to fulfill an order, including when a preorder item is confirmed as unavailable, or cancels it because of a verified Higooga-side error, the applicable amount will be refunded to the original payment method.

Order Verification and Administrative Fees

To protect the accuracy and security of international shipments, we may occasionally need to verify order, payment, identity, contact or delivery information.

In such cases:

• We will contact the customer using the email address provided during order placement up to three times.
• The order will proceed after the requested written confirmation and supporting information are received and accepted.
• If no written confirmation is received after three attempts, we may be unable to ship the order.
• In that event, a 20% administrative fee will be deducted from the original payment to cover processing and committed costs, with the remaining balance refunded to the original payment method.

Potential Misuse and Additional Verification

Higooga may require additional verification or restrict discretionary returns where:

• Claim information is inconsistent or materially changes during review.
• Requested evidence is repeatedly incomplete, unclear or inconsistent.
• Evidence appears altered or does not correspond with the order or product.
• The product is disposed of, altered or repaired before the review is completed.
• A reasonably required return or inspection is refused.
• Return or claim activity indicates possible misuse of the returns process.
• The customer seeks or has received more than one remedy for the same product or issue, including both a refund and replacement, or duplicate reimbursement through a payment provider.

These are review factors and are not automatically treated as proof of fraud. Each claim will be considered using the available evidence.

Higooga may refuse a discretionary return, store credit, refund or exception where the claim cannot be verified or the conditions of this policy are not met.

Discretionary Waivers

Higooga may reduce or waive an applicable handling, administrative or restocking fee where evidence confirms an error by Higooga, its supplier, fulfillment partner or delivery partner, or where exceptional circumstances justify a discretionary waiver.

A waiver is specific to that order and does not amend this policy, establish a precedent or require the same exception in another case.

USDC Payments Policy

We accept USDC (USD Coin) payments.

All USDC transactions are subject to the following terms:

• Refunds for crypto payments are normally issued as store credit. We may be unable to return the original cryptocurrency because of payment-processing and transaction limitations.
• Returns and exchanges follow this standard policy, except that any authorized refund will normally be provided as store credit equivalent to the eligible value of the original purchase.
• Applicable handling, administrative or restocking fees will be deducted before store credit is issued.
• Please ensure that the wallet and email address supplied are correct. Higooga is not responsible for errors caused by incorrect wallet details.

If you have questions about crypto payments, contact orders@higooga.com before placing an order.

Next Steps

We will notify you after the submitted evidence and, where applicable, the returned product have been reviewed and inspected.

• Verified Higooga-side product or delivery issue: Higooga will authorize one appropriate remedy, normally replacement for a confirmed product issue, or parts, repair or a refund to the original payment method where appropriate.
• Approved change-of-mind or other non-fault return: store credit equal to the eligible amount paid, less applicable shipping, handling and restocking fees.
• Unverified claim or unmet claim conditions: additional evidence may be requested, or the claim may be closed without a remedy.

This policy does not exclude any mandatory consumer rights that apply to an order.