Refund policy

Applicability of This Policy

This policy is applicable only to consumer purchases made directly from us through hinomi.my (the MY Store). For items purchased through other distributors or third-party retailers, please contact the respective distributor or retailer for assistance.

How to Initiate a Return and Receive Your Refund

Follow these steps to complete your return and refund process smoothly:

  1. Submit Your Return Request:Complete the return request using thisform and ensure that your order number is ready.
  2. Schedule a Doorstep Collection:Once your return request is received, our team will contact you to arrange a convenient collection.
  3. Prepare the Item(s) for Return:If the item(s), including chair, desk, and accessories, is assembled, please disassemble it completely and repackage it carefully in the original packaging.
  4. Receive Your Refund:Once the returned item(s) have been inspected and approved, your refund will bepromptly processed to your original payment method.

Terms & Conditions

Item Details
Validity Period for Returns Returns are accepted within 30 calendar days following the confirmed delivery date in our tracking records.
Eligible Items for Return
  • Only applies to product(s) purchased through our official online store.
  • Products purchased from online marketplaces (including but not limited to Shopee, Lazada, TikTok Shop, and Amazon) are subject to the returns policies specified on the respective marketplaces.
Non-Returnable Items
  • Product(s) purchased as display sets are considered final sale and are not eligible for return or exchange. These items may exhibit minor imperfections or signs of handling, which are reflected in the discounted price.
  • Redemption item(s) acquired via promotional campaigns or loyalty programs are not eligible for return.
  • Complimentary items provided as part of a promotion or purchase are not eligible for return.
  • Items won through lucky draw events are final and cannot be returned, exchanged, or refunded.
Conditions to be Eligible for Return
  • Products must be placed back into their original packaging, in intact condition.
  • Products must be in excellent condition.
  • There must be no missing parts.
Damage Fee
  • Up to 30% of the purchase or product value may be applied.
  • Fees are determined based on an inspection of:
  • The condition of the return item(s).
  • The overall condition of the original packaging.
  • Any other related product components.
Return Reason Eligible Conditions Required Documentation Restocking Fee
a) Product Usage and Functionality Issues Upon Receipt - The product(s) received were damaged, defective, had missing parts, or the wrong item was delivered. - The issue must be reported within 5 working days of receiving the product. - Clear picture (s) or video (s) of the defective or damaged parts. - Overall condition of the product(s) - Images of the original packaging, including any visible damage. - Shipping label (if applicable) and SKU label to verify the reported issue. No restocking fee will be charged.
b) Change of mind - Item(s) must be in excellent condition with no missing parts. - Clear picture (s) or video (s) showing the product(s) in good condition. A standard 10% restocking fee will apply. This amount will be deducted from the final refund after the inspection is completed.

Refund Timeline

  • The refund will be initiated up to 5 business days following the successful inspection and approval of the returned goods.
  • The refund amount will be processed to the original payment method used during the initial transaction. The time required for the amount to reflect in the account may vary depending on the bank’s processing practices.
  • If the original payment method is unavailable for any unforeseen reason, refunds will be remitted exclusively to a local bank account. The bank account holder’s name must match the billing contact information provided during the order placement.
  • Please note that alternative refund methods or international bank accounts cannot be accommodated under any circumstances.

Non-Refundable Fees

Certain fees are non-refundable, including:

  • Shipping Fee
  • Cross-border Payment Handling Fee
  • Surcharges for Delivery and Collection

Surcharge for Return Collection

A RM 50 (MYR) collection fee will be charged if the tracking status indicates a failed collection due to an incorrect or incomplete address confirmed by you. This fee covers the cost of rescheduling the collection from the correct address.

Important Notes:

  • For smooth return processing, please verify the return collection address carefully before confirming. Any necessary address changes must be communicated before the scheduled pickup.

Hinomi is not liable for issues arising from incorrect or incomplete return collection address details provided by you.

Damaged or Missing Part(s) Upon Delivery

Please inspect your order within 5 business days of receipt. If you find that the item(s) are defective, damaged, with missing part(s) or if the wrong item has been delivered, kindly contact us immediately with supporting documentation, including:

  • Clear picture(s) or video(s) of the defective or damaged part(s).
  • Overall condition of item(s).
  • Picture(s) of the original packaging, showing any visible damage (if any).

It is essential to communicate promptly within the specific time frame to facilitate a quick resolution. Once the necessary documentation is received, the issue will be assessed, and appropriate action will be taken, including a replacement or refund if applicable. Hinomi reserves the right to deetrmine the appropriate solution for each case.

Exchanges

The most efficient way to receive the desired item is to first return the original item in accordance with our return policy, then place a new order for the preferred product.

Important Notes:

  • Only available for orders placed through our official website.
  • The order must meet the eligibility requirements outlined in our Return Policy.
  • Return must be initiated within 30 days of receipt.
  • Returned items must be in good condition, repacked in original packaging, and include all part(s) and accessories.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method. Please remember, it can take some time for your bank or credit card company to process and post the refund too.

Do note that all refund and return decisions by Hinomi are final. You are responsible for properly packing your returned products. We are not responsible for any returns that are damaged. We will be sad to see you go, but if you do need to return your product, please send us your invoice number and product details via this form. We will respond as soon as possible with instructions for returning your chair.

Date of Receipt

The date you received your package is the delivery date shown in the carrier’s tracking system.