We are committed to providing our customers with high quality products and a satisfying shopping experience. If you are not satisfied with your purchase, we will process your return for refund request in accordance with this policy.We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. This policy only applies to customers of PiHOT official store. We cannot provide any after-sales service to customers who purchased PiHOT products from other distributors or individual retail sellers.
Return Conditions
The product returned should maintain its original quality and function, and the product itself, original packaging, accessories, gifts, instructions, trademark labels, etc., should be complete and intact without any human damage, to avoid affecting secondary sale. PiHOT will only refund the full price of the product we received.
We have the right to refuse your returns or refunds request under the following circumstances:
- Products that were not purchased from PiHOT Official Store (https://www.pihots.com/), products with no corresponding order number found in the PiHOT system, products without a matching serial number in the PiHOT system, products for which a legal purchase certificate or receipt cannot be provided, or products for which the purchase certificate or receipt has been forged or altered.
- Return or exchange requests submitted beyond 15 days upon receipt of the product. Products which are not shipped for return within 14 days after being approved by PiHOT Official Store.
- The returned products do not match the products in the order, and the products are returned without verification by PiHOT. The products are not returned to the designated return address that customer service provides.
- Incomplete returns of products, including missing items from the original factory packaging such as the product itself, packaging, accessories, gifts, instructions, trademark labels, invoices, or other incomplete certificates or documents, or if the appearance of the product has been damaged due to human causes.
- Products with unauthorized repairs or modifications, including but not limited to destruction or tampering with mandatory certification marks, tampering with product labels, serial numbers, waterproof marks, anti-counterfeiting marks, and packaging.
- Products with signs of use, including but not limited to visible signs of use, data usage traces such as personal use data retention.
- Quality issues caused by collisions, damage not due to the quality of the product itself, unauthorized modification caused by human factors, intrusion of foreign substances (water, oil, sand, etc.), incorrect installation, and improper use and operation not in accordance with the instructions.
- Products damaged due to force majeure factors including but not limited to fire, flood, lightning, and traffic accidents.
- Products made to your specifications or clearly personalized.
- Other circumstances stipulated by applicable laws and this policy.
Return and Refund Guidelines
- If you need to apply for a return or refund, please take the initiative to send an email to support@pihots.com or communicate your return and refund needs through online customer service within 15 days from the date of receipt.
- After you submit a return or refund request, we will contact you via email or other means to confirm your return or refund requirements. Please make sure to review and reply to our communication. Contacting you does not imply automatic approval of your return or exchange request. The specific judgment of whether the return or exchange application can be approved depends on whether the return conditions are met.
- After your return application is approved, we will provide you with a return address. Please send the complete product (including the product itself, outer packaging, accessories, gifts, instructions or manuals, trademarks and original invoices) to the designated address provided by the PiHOT official store within 14 days from the date of approval.
- After receiving the returned goods, the refund will be processed within 7 days. After the refund is processed, the refund will be returned to the customer's original payment account within 3-5 working days. The specific time when the customer receives the refund depends on the payment institution used by the customer.
- In cases where a return is requested due to product quality issues, PiHOT's technical support department may need to conduct inspections to determine the existence of such quality issues.
Return and Refund Fees
- Unless otherwise agreed upon, for orders eligible for the no-reason return policy, PiHOT Official Store will not charge any additional fees. However, if permitted by applicable laws and regulations, the logistics fees/shipping fees and relevant handling fees incurred during the return process will be borne by you. If your return does not meet the conditions for free return shipping, PiHOT Official Store reserves the right to deduct the shipping fee from the refund amount. If there are handling fees during the return process, these fees may be charged by your credit card issuer or payment institution based on the terms of the payment agreement you have agreed to. If you have any questions about this, please contact your card issuer or payment institution for more information.
- The return or exchange shipping cost incurred for returns due to quality issues will be covered by PiHOT Official Store, including logistics fees.
- Returns need to be returned with the gift included, otherwise the value of the gift will be charged and deducted from the order amount. If you choose not to return a gift or if the gift cannot be returned, you should pay the indicated gift price as specified in advance. PiHOT Official Store reserves the right to deduct the pre-indicated gift price from the refund amount without receiving the returned gift. Gifts can include, but are not limited to, physical items, points, vouchers, and coupons.
Others
- After the expiration of the valid return and exchange period (15 days), PiHOT Official Store will no longer provide no-reason refund or exchange services.
- If you have any questions about this policy or any other issues, please feel free to contact support@pihots.com.