1. Return Eligibility

We accept returns for products that meet the following conditions:

  • The product is in new, unused, and undamaged condition.
  • The item is returned within 30 days from the date of delivery.
  • The product is returned with all original packaging, accessories, and proof of purchase (receipt or order confirmation).

2. Non-Returnable Items

Certain items cannot be returned for hygiene or safety reasons, including:

  • Laptops that have been used, personalized, or modified after purchase.
  • Software, digital products, or any items that were sealed but opened.
  • Any product that has visible signs of wear, damage, or misuse.

3. How to Return Your Product

If your product meets the return criteria, follow these simple steps:

  1. Contact Us: Reach out to our customer support team at admin@hivoka.xyz with your order number and reason for return. We will guide you through the process.
  2. Pack the Product: Carefully repackage the product in its original box, ensuring all parts and accessories are included.
  3. Ship the Product: After receiving a return authorization from us, send the product to the return address provided. Please note that you will be responsible for shipping costs unless the return is due to a defective or incorrect item.

4. Refund Process

Once we receive and inspect your returned item, we will process your refund within 7–10 business days. The refund will be issued to the original payment method. Please note that shipping fees are non-refundable unless the return is due to a mistake on our part (e.g., defective or incorrect product).

5. Exchanges

We do not offer direct exchanges. If you wish to exchange a product for a different model or brand (e.g., exchanging an Acer laptop for an Apple or Samsung laptop), please initiate a return and place a new order.

6. Defective or Damaged Items

If your product arrives damaged or defective, please contact our customer service immediately (within 48 hours of delivery). We will work with you to arrange a return or replacement at no extra cost. Please include clear photos or videos of the damage to speed up the process.

7. Customer Support

If you have any questions or concerns about our return policy, do not hesitate to reach out. Our team is available to assist you:

We hope you enjoy your shopping experience at Hivoka.xyz! Our goal is to ensure that your purchase is just right, and we are committed to providing top-tier service for all your laptop needs.