Refund policy

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 may not be able to stop the parcel or change its contents or address. This does not remove any cancellation or return rights that apply to your order.
If you no longer want the item after it ships, please contact us for the appropriate return instructions. You can notify us of a statutory cancellation while the parcel is in transit.

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. UK/EU statutory cancellations follow Section 7 instead.)
To start a return, contact us at contact@hinooki.com. Please ask us for return instructions before sending anything back so your kit reaches the correct warehouse. You do not need our approval to notify us of a statutory cancellation.
Once your return is approved, we'll email you return instructions, the address of our local return warehouse serving your region, and a prepaid return shipping label, so you don't have to arrange the shipping yourself.
For eligible change-of-mind returns under our voluntary 30-day service, US$9.99 return shipping per item is deducted from your refund (two items: US$19.98). Statutory cancellations follow Section 7.
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 offer our voluntary change-of-mind return service. Your applicable legal rights still apply.
If your item arrives damaged, defective, or incorrect, please contact us promptly and we'll make it right. Contacting us within 30 days helps us resolve the issue early; this does not shorten your legal rights or the parts support in Section 3.

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. We’ll arrange the appropriate repair, replacement or refund, and respect your choice where consumer law gives you one.
If a return is needed because your item is faulty, damaged on arrival, incorrect, incomplete or affected by our error, we cover the necessary return shipping. No return-shipping deduction applies.
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.

This is the process for an eligible change-of-mind exchange; it does not replace your rights if your kit is faulty or incorrect.

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).
If your original delivery was free, there is no original shipping charge to deduct. For eligible voluntary change-of-mind returns, only US$9.99 per item for return shipping is deducted from the amount paid for the returned item — there are no handling, processing or restocking fees.
Where the law requires a refund of standard delivery costs or an earlier refund deadline, we follow those rules. Statutory cancellations follow Section 7.
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 delivery issue occurs because an address is incorrect, incomplete or undeliverable, we’ll first contact you to confirm the correct details and arrange another delivery attempt where the carrier can do so.
If the parcel comes back to us, we’ll check its condition and discuss redelivery or refund options. A returned parcel is not automatically non-refundable. The ordinary US$9.99 return-shipping charge is not automatically applied to a failed delivery.
In exceptional cases, such as a customer entering the wrong country, a parcel may be impossible to deliver or recover despite reasonable efforts. A refund may be unavailable, but only within legal limits and for actual, unrecoverable losses. Any recoverable balance will be refunded.
If the carrier charges extra to resend to a corrected address, we’ll explain the cost and ask for your agreement before arranging it. We do not charge a handling or processing fee.
These address-error rules do not apply to mistakes by HiNooki or the carrier, or limit your statutory cancellation or refund rights. A parcel being in transit does not by itself remove those rights.
If a package is marked as "Delivered" but you have not received it, please contact us and we'll look into it with the carrier. The tracking status alone does not close your claim.

For delivery estimates and import-duty coverage, please see our Shipping policy.

7. Your Consumer Rights

Our 30-day return service and 90-day parts support are extra services, not limits on your legal rights.

If UK or EU distance-selling rules apply:

You generally have 14 days after delivery to tell us you wish to cancel, without giving a reason, and another 14 days to send the goods back.
You may inspect your kit as you would in a shop. Opening the outer packaging alone does not remove your right to cancel. Use beyond necessary inspection, including assembly, may lead to a lawful deduction for reduced value.
You pay only direct return-postage costs where legally allowed and disclosed before purchase. The US$9.99 charge applies only to the extent it reflects those costs; if the direct cost is lower, only that lower amount is payable. No handling, processing or restocking fees apply.
We refund the cancelled goods and any refundable standard delivery costs within the applicable legal deadline. Where permitted, we may wait until we receive the goods or proof of return, whichever comes first.

Mandatory consumer protections in Australia, Canada, the US and other applicable markets also remain unaffected.

❤️ 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.