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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.
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.
- Shipping Fees: Return shipping costs are the customer’s responsibility. Original shipping fees are non-refundable.
- Proof of Purchase: A copy of the official order confirmation or receipt is required to process your return.
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: Please email support@hikemoon.com to confirm return eligibility. Be sure to include your order number and a brief description of the reason for return.
Obtain Approval: Our customer service team will respond within 24 hours and provide you with return authorization and detailed return instructions.
Safely Return the Item: Please securely pack and ship the item according to the provided instructions. We recommend using a trackable and insured shipping method. Return shipping costs are the customer’s responsibility.
Refund Processing: Once we receive and inspect the returned item, your refund will be processed within 5 business days.
Tip: We are committed to providing you with a positive Hikemoon experience. To ensure a smooth and efficient return process, please contact our support team before sending any items back. Returns sent without prior authorization will not be accepted. Thank you for your understanding.
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
Our customer service team will review the information and get back to you with an appropriate solution.
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III. Exchange Process
Contact Customer Service: Please email support@hikemoon.com to confirm the exchange eligibility. Be sure to include your order number and a brief description of your exchange request.
Obtain Approval: Our customer service team will respond within 24 hours and provide detailed exchange instructions.Safely Return the Item: Please securely pack and ship the item according to the provided instructions. We recommend using a trackable and insured shipping method. Exchange-related shipping costs are the customer’s responsibility.
Exchange Processing: Once we receive and inspect the returned item, we will ship the replacement item as soon as possible.
Tip: We are committed to providing you with a positive Hikemoon experience. To ensure a smooth exchange process and resolve any issues efficiently, please contact our support team before returning any products. Returns or exchanges sent without prior authorization will not be accepted. Thank you for your understanding.
About Refund
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I. Refund Turnaround Time
Once your refund request is approved, the refund amount will be credited back to your original payment method within 5 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. Return shipping costs are the customer’s responsibility.
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.