Refund policy

Return Policy

We want you to be completely satisfied with your purchase from Hokaia. If you are not satisfied, we offer a simple and straightforward return process. Please review our Return Policy below.

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • Return Period: You have 30 days from the date of delivery to initiate a return.
  • Condition: The item must be unused, in the same condition as when you received it, and in its original packaging.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns.

Please note that certain items are not eligible for return, including:

  • Custom or personalized items
  • Items marked as final sale or clearance
  • Gift cards

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at admin@hokaia.com with your order number and the reason for the return.
  2. Approval: Once we approve your return request, we will provide you with a return shipping label and instructions on how to return your item.
  3. Shipping: Pack the item securely, including all original packaging, and attach the provided return shipping label to the package.

3. Return Shipping

a. Domestic Returns

  • We provide free return shipping for domestic orders within the USA for eligible items.

b. International Returns

  • For international returns, customers are responsible for return shipping costs. We recommend using a trackable shipping method, as Ray Volta is not responsible for lost or undelivered return shipments.

4. Refunds

Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund.

  • Processing Time: Refunds are processed within 7-10 business days after we receive your returned item.
  • Original Payment Method: Refunds will be issued to your original payment method. Please allow up to 7-10 business days for your bank or credit card provider to reflect the refund.

Note: Shipping charges (if applicable) are non-refundable. If you received a free shipping promotion at the time of purchase, a standard shipping fee may be deducted from your refund.

5. Exchanges

We currently do not offer direct exchanges. If you need a different product or size, please initiate a return for the original item and place a new order for the desired item.

6. Damaged or Defective Items

If you received a damaged or defective item, please contact us within 7 days of delivery. We will work with you to resolve the issue by offering a replacement or refund.

To report a damaged or defective item:

  • Email us at admin@hokaia.com
  •  with your order number, a description of the issue, and photos of the damaged or defective item.
  • We will review your claim and provide instructions for returning the item, if necessary.

7. Non-Returnable Items

Certain items are non-returnable and non-refundable. These include:

  • Custom-made or personalized products
  • Items marked as final sale or clearance
  • Gift cards

8. Contact Us

If you have any questions about our Return Policy or need assistance with a return, please contact us:

Email: admin@hokaia.com

Phone: 3476228881
Mailing Address: 92 Quigly Blvd New Castle, DE 19720, US

 

Thank you for shopping with Hokaia. We value your satisfaction and are committed to providing a seamless return process.