Return ＆ Exchange Policy
Your Peace of Mind Guarantee
At HYSTOU, we are committed to delivering high-quality products and attentive services. We understand you may need to adjust your purchase after receiving the product. To protect your legitimate rights and interests, we have formulated this return and exchange policy to ensure every transaction is transparent and reassuring.
Scope of Application
This policy applies to products ordered via hystou.com. For products purchased through other sales platforms including Amazon, Aliexpress and Made-in-China, please request returns and exchanges directly from the respective platforms.
Time Limit for Return & Exchange
You may apply for an unconditional return or exchange within 15 calendar days from the date of receipt (the time limit is extended to 30 calendar days for quality-related issues). Failure to apply within this period will be deemed a voluntary waiver of return/exchange rights, and we will no longer accept such requests.
Product Condition Requirements
- The product must be in intact condition with no scratches, wear, deformation, disassembly, modification, or repairs;
- Complete accessories: Including the product host, power adapter, data cable, user manual, warranty card, packaging box, and other original accessories—none may be missing;
- No obvious signs of use and not affecting secondary sales
Special Product Instructions
The following products do not support unconditional return/exchange and can only be processed in case of quality issues:
- Customized products (e.g., hosts and accessories with customized configurations, engraving, or logos);
- Products with faults caused by customer-initiated disassembly, modification, improper use, or accidental damage;
- Products without valid order information or with inconsistent product serial numbers and order details.
Shipping Cost
The return or exchange shipping cost incurred for returns due to quality issues will be covered by HYSTOU Official Store, including logistics fees. For non-quality related warranty claims and return, buyer is responsible for shipping costs. Shipping costs should be covered by the buyer in the following situations:
- Customer issues (dislike, unwanted)
- Returning products for any reason other than a proven defect
- Buyer’s accidental returns
- Returning incorrect items
- Returning items claimed to have defects but found by HYSTOU quality control to be in working condition
- Returning defective items in international shipping
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
Return & Exchange Process
- Application Notification: Contact HYSTOU customer service (online chat/official email/after-sales hotline), provide your order number and reason for return/exchange, and submit photos/videos of the product (focus on showing details of quality issues if applicable). After approval, customer service will provide a dedicated return/exchange number and shipping address.
- Product Return: Within 72 hours of approval, package the product with all complete accessories, mark the return/exchange number on the outer packaging, and ship it to the designated address via a formal logistics provider (insurance is recommended to avoid damage during transit).
- Warehouse Inspection: After receiving the product, HYSTOU’s warehouse will complete inspection within 3-5 working days to confirm if it meets return/exchange conditions.
- Processing Completion: For approved returns, a refund will be processed within 3-7 working days (refunded to the original payment account). For exchanges, the replacement product will be shipped as soon as stock is confirmed, and logistics information will be sent to your registered contact method.
Friendly Reminders
- Always contact customer service for approval before returning/exchanging. Products sent without prior approval will not be accepted by the warehouse, and the customer shall bear all resulting shipping fees and losses;
- Refund processing time depends on the payment platform and bank, usually 3-15 working days. Thank you for your patience;
- Exchanges are only available for the same model and specification. Cross-model or cross-series exchanges are not supported (to switch to another model, apply for a return first and then place a new order);
- For any inquiries regarding returns and exchanges, please contact our customer service team.