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Thank you for shopping at HiNooki! We want every customer to enjoy a smooth and inspiring DIY experience. Please read our return and cancellation policy carefully before placing an order.

Order Modifications and Cancellations

If you need to change or cancel your order before it ships, please contact us as soon as possible at contact@hinooki.com, and our team will do our best to assist.
Once an order has shipped, we're no longer able to cancel or change it — including while the package is in transit.
If you no longer want the item after it ships, please wait until it's delivered and then follow the return process below.

1. Returns — United States, United Kingdom, European Union, Australia & Canada

You have 30 days from the date your item is delivered to request a return.
Returned items must be unopened, unused, and in their original sealed packaging, with all parts, components, and accessories included. Kits that have been opened, started, or assembled are not eligible for a change-of-mind return. (If there's a defect or problem with your kit, this doesn't apply — see Section 3 and we'll still take care of you.)
To start a return, contact us at contact@hinooki.com. Please do not send anything back without authorization — unauthorized returns cannot be accepted.
Once your return is approved, we'll email you return instructions and a prepaid return shipping label, so you don't have to arrange the shipping yourself.
For returns that are not due to a defect or our error, a flat US$10 return shipping fee per item is deducted from your refund (for multiple items, the fee is US$10 × the number of items returned).
If your item arrives damaged, defective, or incorrect, please contact us — see "Damaged, Defective, Missing or Broken Parts" below.

2. Other International Orders

For customers outside the U.S., U.K., E.U., Australia, and Canada, due to international shipping and customs complexity, we do not accept returns for change-of-mind or non-quality-related reasons.
If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery and we'll make it right.

3. Damaged, Defective, Missing or Broken Parts

Please inspect your order as soon as it arrives.
If there is any issue with your order, please reach out to us at contact@hinooki.com.
We provide free replacement parts for damaged, defective, or missing pieces — just contact us within 90 days of delivery.
Accidentally broke a part during assembly? No worries — we'll gladly send replacement parts (free) so you can complete your build with confidence.
If a whole item arrives incorrect or is too damaged to use, please contact us and we'll work with you to make it right.
A quick photo or short video of the issue helps us send the right parts faster.

4. Exchanges

The fastest way to exchange an item is to return the original product. Once your return is approved and processed, simply place a new order for the replacement.

5. Refunds

We'll notify you once your return has been received and inspected.
Approved refunds are issued to your original payment method within 3–7 business days (your bank or card issuer may take additional time to post it).
Because we offer free shipping, there are no original shipping charges to deduct. For change-of-mind returns, only a flat US$10 per-item return shipping fee is deducted from your refund — there is no restocking fee.
If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us.

6. Shipping, Address Accuracy & In-Transit Orders

Customers are responsible for providing accurate and complete shipping information.
If a package cannot be delivered because of an incorrect or incomplete address, we cannot issue a replacement.
If a delivery fails or a package is returned due to an incorrect or incomplete address provided by the customer, we are unable to issue a full refund. A US$10 handling deduction (covering the carrier's return cost) applies, and the remaining balance is refunded to the original payment method once the package is confirmed as returned.
Reshipping to a corrected address will require additional shipping fees.
We do not accept cancellations or refunds for orders already in transit.
Packages marked as "Delivered" by the carrier are considered successfully delivered and are not eligible for refund or replacement. If you believe there has been a delivery error, please contact us and we'll look into it with the carrier.

❤️ We're Here to Help

If you have any questions about returns, need help with an order, or simply want to learn more about our products, we're always happy to hear from you.

Reach out anytime at contact@hinooki.com — every message matters to us, and we do our best to respond thoughtfully.

Thank you for supporting HiNooki. Your trust truly means a lot to us.