Return Policy
Effective date: May 26, 2026
Last updated: May 27, 2026
This Return Policy applies to eligible products purchased directly from higvr.com and sold by HIGVR HONGKONG LIMITED ("HIGVR", "we", "us" or "our"). Contact us at service@higvr.com before returning any product.
1. Change-of-Mind Returns for Eligible Products
You may request a change-of-mind return for an eligible non-custom product within 14 days after delivery. To be eligible, the product must be unused, unworn, free from damage or signs of use, and returned with its original packaging, accessories, labels and proof of purchase.
You are responsible for return shipping costs for an approved change-of-mind return and for ensuring that the product is safely packaged and returned using the instructions we provide.
2. Products Not Eligible for Change-of-Mind Return
The following are not eligible for change-of-mind return, unless applicable law requires otherwise:
- skin-contact or wearable products that have been worn, used or opened in a manner that makes resale unsuitable for hygiene reasons;
- custom products, including HIG Glove or HIG-M4 orders whose functions, configuration or intended application have been confirmed with you before fulfillment;
- products that are damaged, altered, incomplete or missing original accessories or packaging after delivery to you;
- products purchased from a third-party seller rather than directly from higvr.com.
3. Return Authorization Required
To request a return, email service@higvr.com with your order number, product name, reason for the request and relevant photographs where applicable. If your request is approved, we will provide return instructions and a return address. Do not send products back without our prior approval.
4. Wrong Items, Damage in Transit and Defective Products
If you receive the wrong item, a product damaged in transit, or a product you believe has a manufacturing defect, contact us as soon as reasonably possible with your order number and photographs or video showing the issue. If the issue is confirmed, HIGVR will provide an appropriate remedy and bear reasonable shipping costs associated with the approved remedy.
For a wrong item, visible shipping damage or packaging damage, please notify us preferably within 7 days after delivery and retain the product, packaging, shipping label and available evidence while we or the carrier reviews the issue. This reporting request helps us investigate carrier claims and does not limit any mandatory rights for defects or non-conforming products.
Defective products may also be covered by our Limited Warranty Policy. Custom products remain eligible for remedies for confirmed wrong shipment, transit damage or warranty-covered defects even though they are not eligible for change-of-mind returns.
5. Inspection and Refunds
For approved returns, we will inspect the returned item after receipt. If a return is approved after inspection, refunds will be issued to the original payment method where practicable. Processing time may depend on your payment provider.
Where permitted by applicable law, we may refuse a change-of-mind refund or deduct for loss in value if a returned product has been used, worn, damaged, altered, is incomplete, or is not returned in the required condition.
6. Duties, Taxes and Original Shipping Fees
For change-of-mind returns, original shipping charges, import duties, taxes, customs fees and brokerage charges are not refundable unless required by applicable law. For a confirmed wrong item, transit damage or defect for which we approve a refund or replacement, we will bear reasonable applicable shipping costs for the approved resolution.
7. Mandatory Consumer Rights
This policy does not limit rights or remedies that cannot be excluded under consumer laws applicable to you.
8. Contact Us
HIGVR HONGKONG LIMITED
Return requests: service@higvr.com
General customer support: sales@higvr.com