Refunds & Returns Policy
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
You have 15 days to request a return of an item from the date you receive it, after our approval you need to follow the instructions we attached for the return acceptance. Steps for returning a product and getting a refund:
1 / You take photos (there should be at least
one containing a shipping label), videos about the item's issues then
send them to our email: firstname.lastname@example.org
2 / Wait for our acceptance with the instructions
3 / You do return shipping (You need to do this within 14 days)
4 / Our warehouse confirms receipt of your item returned in good condition.
5 / We refund your order
Attention: We cannot be held responsible for Goods damaged or lost in
return shipment. Therefore, We recommend an insured and trackable mail
service. We are unable to issue a refund without actual receipt of the
Goods or proof of received return delivery.
* Item can not be returned after 15 days from the date you receive it
Your satisfaction is our #1 priority. Therefore, you can request a refund for faulty products.
If you did not receive the product within the guaranteed time (90 days not including 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment. If you do not want the product you’ve receive you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of HOGAKI.com (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of hogaki.com
- 15 business days after the order is delivered.
Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization.
- 90 business days since your order was placed. You can do it by sending a message on Contact Us page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorize you to do so.
All the sale items is final sale which does not allow refunds or returns
Updates- 03/01/2020: For the COVID-19 situation: We guarantee a full refund if the item is not received within 60 days (not including 2-5 day processing) from the time the order is placed (the previous policy is 45 days)
- 05/01/2020: For the COVID-19 situations and a series of international events affecting transit time: We guarantee a full refund if the item is not received within 90 days (not including 2-5 day processing) from the time the order is placed (the previous policy is 60 days)