Quick links
About Return
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I. Order Cancellation
We understand that plans can change, and Hikemoon is committed to offering a flexible cancellation policy.
If you wish to cancel your order, please contact us at support@hikemoon.com before your order ships. We’ll make every effort to process your request and issue a full refund.If your order has already shipped, please reach out to us as soon as possible—we’ll guide you through the return and refund process.
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II. 30-Day Risk-Free Return Policy
1. Return Window
Shop with confidence—Hikemoon offers a 30-day return period with no explanation required. You may request a return within 30 days of receiving your order.For customers located in the European Union or the United Kingdom, you have the legal right to cancel or return your order within 14 days of delivery for any reason, subject to a full refund of your purchase price.
2. Return Eligibility
- Condition: Items must be brand new, unused, unopened, and returned in their original packaging.
- Accessories & Gifts: All original accessories, components, and any free gifts must be included in the return.
- Proof of Purchase: A copy of the official order confirmation or receipt is required to process your return.
3. Shipping Fees:
If the return is due to product quality issues, including:
- Damaged items
- Manufacturing defects
- Incorrect items shipped
HIKEMOON will cover the return shipping cost.
If the return is requested for personal reasons, including:
- Ordered the wrong item
- No longer wanted
- Changed mind
The customer is responsible for the return shipping cost.
Original shipping fees are non-refundable.
Exclusions: Clearance items, final-sale products, and non-Hikemoon branded products are not eligible for return under this policy.
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III. Return Process
Contact Customer Service: To initiate a return or exchange, please contact our customer support team at:
Please include:
- Your order number
- Clear photos or videos showing the product issue
- A detailed description of the problem(if possible)
Our support team will review your request and provide return instructions within 1–2 business days.
Refund Processing: Once the returned item is received and inspected by our warehouse, refunds will be processed within 7 business days.
Approved refunds will be issued back to the original payment method used for the purchase.
Please note that processing times may vary depending on your bank or payment provider.
Important Notes
- Returns sent back without prior authorization may not be accepted
- Customers are advised to use a trackable shipping service for returns
- HIKEMOON reserves the right to refuse returns that do not meet the conditions above
About Exchange
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I. Exchange Policy
Non-Quality Issues: Within 30 days of receipt, unused and unopened products may be exchanged for non-quality reasons, such as size or model mismatch. Return shipping costs for non-quality exchanges are the customer’s responsibility.
Quality Issues: If the product is damaged or defective due to a quality issue within the applicable warranty period, please contact our customer service team at support@hikemoon.com with your order number and clear photos or videos of the issue. We will review your request and provide an appropriate solution based on your specific situation.
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II. Quality Issue Verification
To help us process your request as quickly as possible, please provide the following information:
- Your order number
- Clear photos or videos showing the product issue
- A detailed description of the problem(if possible)
Our customer service team will review the information and get back to you with an appropriate solution.
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III. Exchange Process
To initiate an exchange, please contact our customer support team at:
Please include:
- Your order number
- Clear photos or videos showing the product issue (if applicable)
- The item you would like to exchange for
- A detailed description of the issue or exchange request
Our support team will review your request and provide exchange instructions within 1–2 business days.
Exchange Shipping Responsibility
- If the exchange is due to product quality issues, damaged items, or incorrect products shipped by HIKEMOON, we will cover the exchange shipping cost.
- If the exchange is requested for personal reasons, the customer is responsible for the shipping cost.
Exchange Processing Time
Once the returned item is received and inspected by our warehouse, the replacement item will be processed and shipped within 7 business days.
Please note that delivery times may vary depending on the shipping carrier and destination.
- Your order number
About Refund
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I. Refund Turnaround Time
Once the returned item is received and inspected by our warehouse, the refund amount will be credited back to your original payment method within 10 business days.
Please note that processing times may vary depending on your bank or payment provider.
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II. Refund Details
Order Cancellation: A full refund will be issued for orders canceled before shipment.
Returns: Refunds for returned items will be processed after deducting original shipping fees and applicable taxes.
Warranty Claims: For products that qualify under our warranty policy, a full or partial refund may be issued upon approval by the Hikemoon team. Please note that original shipping fees and taxes are non-refundable.
Note: All refunds will be issued to the original payment method only.If you have any questions regarding refunds, please contact our customer service team at support@hikemoon.com.