At Hokiva.xyz, customer satisfaction is our priority. We are committed to providing high-quality products and ensuring a positive shopping experience. If you are not completely satisfied with your purchase, we are here to help. Below are the detailed terms and conditions of our Return Policy.

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The item must be unused, in its original condition, and in its original packaging.
  • The return request must be initiated within 30 days of the delivery date.
  • Proof of purchase, such as an order confirmation email or receipt, must be provided.

Note: Certain items are non-returnable, such as personalized products, perishable goods, or items marked as “final sale.”

2. Non-Returnable Items

The following categories of items cannot be returned:

  • Personalized or Custom Products: Items tailored to customer specifications.
  • Perishable Goods: Including food, flowers, and other items with a short shelf life.
  • Health and Hygiene Products: Such as undergarments, cosmetics, or opened skincare items.
  • Digital Goods: Downloadable products, e-books, or software.
  • Gift Cards: All gift cards are non-refundable and cannot be exchanged for cash.

3. Return Process

Follow these steps to initiate and complete your return:

Step 1: Contact Our Support Team
Email us at support@hokiva.xyz or call [your phone number] to request a return. Please include your order number and the reason for the return.

Step 2: Receive Return Authorization
Once your request is approved, you will receive a Return Merchandise Authorization (RMA) number and detailed return instructions.

Step 3: Pack the Item Securely
Use the original packaging or a sturdy alternative to ensure the item is protected during transit. Include the RMA number inside the package.

Step 4: Ship the Package
Send the package to the return address provided in the authorization email. We recommend using a trackable shipping service to monitor the return.

4. Refunds

Once we receive your returned item, the following steps will be taken:

Inspection: We will inspect the item to ensure it meets the return eligibility criteria.

Approval: If the return is approved, the refund process will begin. Refunds will be issued to the original payment method unless otherwise requested.

Processing Time: Refunds may take 5-10 business days to reflect in your account, depending on your payment provider.

Deductions: If applicable, the following deductions will be made:

  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error (e.g., defective or incorrect items).
  • Restocking Fees: A restocking fee of 15% of the item’s price may apply for certain returns.

5. Exchanges

If you wish to exchange an item:

  • Contact us within 30 days of receiving your order to initiate the exchange process.
  • Exchanges are subject to stock availability.
  • Customers are responsible for any difference in price between the original and exchanged items, as well as shipping costs.

Note: Items being exchanged must meet the same eligibility criteria as returns.

6. Damaged or Defective Items

If you receive a damaged or defective item, we sincerely apologize for the inconvenience. Please follow these steps:

  1. Contact us within 48 hours of delivery to report the issue.
  2. Provide photographic evidence of the damage or defect, along with your order number.
  3. We will either:
    • Offer a replacement at no additional cost.
    • Issue a full refund, including shipping costs, if a replacement is unavailable.

7. Late or Missing Refunds

If you have not received your refund after the processing period:

  1. Check with your bank or payment provider to confirm if the refund is pending.
  2. Contact your credit card company, as processing times may vary.
  3. If you still have concerns, email us at support@hokiva.xyz with your order and refund details.

8. Return Shipping Costs

Customers are responsible for covering return shipping costs unless:

  • The item received was incorrect or defective.
  • The return is due to an error on our part.

For returns that qualify for free shipping, we will provide a prepaid return label. Otherwise, customers should use a reliable shipping service with tracking.

9. International Returns

For customers outside [your country/region]:

  • Returns must comply with the general eligibility criteria.
  • Customers are responsible for international return shipping fees, customs duties, and taxes.
  • Refunds will exclude any original customs or import fees paid.

10. Cancellations

Orders can be canceled if they meet the following conditions:

  • The cancellation request is made before the item has been shipped.
  • To cancel your order, contact us at support@hokiva.xyz with your order number.

Note: Once an order has shipped, it cannot be canceled and must follow the return process.

11. Gift Returns

If you received an item as a gift and wish to return it:

  • Provide the gift receipt or order details to initiate the return.
  • Refunds will be issued as store credit or exchanged for another product of equal value.

12. Exceptions and Special Cases

We reserve the right to deny returns or refunds in the following cases:

  • Repeated Returns: Excessive or fraudulent return requests.
  • Improper Use: Items damaged due to misuse or negligence.
  • Violation of Policy: Failure to comply with the return instructions.

13. Contact Us

If you have any questions about our Return Policy, please reach out to us:

  • Address: 5343 Roberts Dr, Dunwoody, GA 30338, United States
    Phone: +17703943322
    Email: admin@hokiva.xyz

We are here to assist you and ensure your experience with Hokiva.xyz is exceptional.