Return & Refund
Thank you for shopping at Hibella.

At Hibella, customer satisfaction is one of the most important aspects of our business and we hope you to be 100% satisfied with your purchase.

But if by any chance that you’re not satisfied with our products, we are happy to provide the following service for the best solutions.

Please note:

Any items being opened and used, without the original package, will not be accepted for returns.

However, in the unlikely event of damaged, defective, or different items delivered to you, we will provide a full refund or free replacement as applicable. We may contact you to ascertain the damage or defect in the product prior to issuing a refund/replacement.

A)Return within 30 days

We're happy to accept unopened and unused returns for up to 30 days from the date your package is received.

To obtain prior approval, please contact us:

1) Email us at support@hibella.com and explain the reason for a return. We’d love to know where things went wrong or how we can improve our work.

2) Our customer support team will determine the eligibility for refunds or replacement and arrange return details for you.

3) You must return the goods ASAP, within 30 days from the date you receive return instruction given by our customer support team. Otherwise, your return will not be accepted or we will charge you full price for the replacement.

Please note:

- Returning packages without prior approval will be halted or delayed. So please check with us first.

- Usually we do not accept return parcels marked as “Freight to Collect”.

- If there is any free gift or other accessories in the original package, all of these must be sent back together for the return and refund process. If the free gift or accessories are not returned, the relevant charges will be deducted from the total refund amount.

B)Return Shipping Charges

Only after the item is received and inspected by our warehouse, the refund/replacement can be processed; and who bears the shipping charges is decided by where the return responsibility lies.

- If return is caused by Hibella (defective product, wrong item/size/color, etc.): We will issue you a full refund including the original shipping charges, or we will send you a replacement for free. As for the shipping fee to send it back, we are also willing to incur the cost within reasonable limits (please confirm with us first before you send back the item).

- If return is caused by buyer (wrong order placed, no longer needed, not like it anymore, want to change another product, etc.): We will issue you a partial refund deducting the original shipping charges, or we will send you a replacement but you will need to incur the reshipping charges. As for the shipping fee to send it back, you are also fully responsible for paying it.

C)Refunds

Refunds are applied back to the payment method used for the original purchase or by Paypal. And you will be notified via email with the details of the refund.

Please note:

- Transfer charges or bank fees are not included in any refund. If any transfer charges or bank fees are incurred, that would be borne by the customer.

- We will process a refund in 3-5 business days only after the item is received and inspected by our warehouse.

- If there is any free gift or other accessories in the original package, all of these must be sent back together for the return and refund process. If the free gift or accessories are not returned, the relevant charges will be deducted from the total refund amount.

D)Items Damaged Upon Arrival

If you received a damaged product in your order (Damaged on Arrival), please notify us immediately at support@hibella.com for assistance.

E)Non-Returnable Items

No return or replacement is allowed in any of the following circumstances.

- Any items purchased from non-official/unauthorized websites or stores or private persons will not be accepted for returns.

- Any items specifically marked as “Final Sale” and “As Is” on the product page will not be accepted for returns.

- Any items ordered on special request or customized will not be accepted for returns.