Order Cancellation & Custom Products Policy

Effective date: May 26, 2026
Last updated: May 27, 2026

This policy applies to orders placed directly through higvr.com with HIGVR HONGKONG LIMITED ("HIGVR", "we", "us" or "our"). HIGVR does not currently offer subscription products or pre-order products under this policy.

1. Cancellation of Standard Non-Custom Products

For standard non-custom products, you may request cancellation before the product has shipped by emailing sales@higvr.com with your order number. We will try to process your request before fulfillment, but cancellation cannot be guaranteed once processing or shipment has begun.

If a standard non-custom product has already shipped, any eligible change-of-mind return is handled under our Return Policy.

2. What Is a Custom Product?

A custom product is a product made, configured or prepared based on customer-confirmed functions, configuration or intended application. For current offerings, this applies to relevant HIG Glove and HIG-M4 orders when custom requirements are confirmed with the customer.

3. Custom Product Order Process

Before fulfillment of a custom product, HIGVR and the customer will communicate regarding applicable functions, configuration or intended application. Custom products require full payment. After relevant requirements are confirmed, HIGVR will communicate the expected fulfillment time and applicable product scope.

A custom product order is confirmed when you approve the final functions, configuration or intended application in writing, by email, through a checkout acknowledgement or through another written confirmation method provided by HIGVR. We may keep that confirmation and related specifications as the record of the agreed custom scope.

Please review your requirements carefully before confirming a custom product order.

4. No Change-of-Mind Cancellation or Return for Confirmed Custom Products

Once a custom product order has been confirmed, it cannot be cancelled, changed or returned because you changed your mind, selected the wrong requirements, or no longer wish to use the product, unless mandatory applicable law provides otherwise.

5. Wrong Items, Damage and Defects in Custom Products

The custom-product restriction does not exclude remedies for a wrong item, damage in transit or a confirmed product defect. If a custom product arrives incorrect, damaged or defective, contact us with your order number and relevant photographs or video. Confirmed issues will be handled under our Return Policy and Limited Warranty Policy, including reasonable applicable shipping costs for an approved remedy.

6. Cancellation by HIGVR

We may cancel an order if we cannot fulfill the confirmed requirements, identify inaccurate information, suspect fraud, or determine that fulfillment is restricted by law, shipping availability or destination requirements. If we cancel an order before shipment for these reasons, we will refund amounts paid for the cancelled product and any applicable original shipping charge for the cancelled shipment.

7. Contact Us

HIGVR HONGKONG LIMITED
Order support: sales@higvr.com