Your support and trust is our biggest goal.

 

We want you to shop in Hoiime.com 100% satisfaction, we have been committed to provide you with an enjoyable shopping experience. To suit different occasions, we work out General Return, Defective Return and Unfree Return, please match your occasions with either returns in the below, our experienced customer service team will provide you with convenient return or replacement services.

 

 

 

We will not accept returns in the following conditions:

● Customized items

● Items outside the 30 days return time-frame

● Worn, assembled or disassembled products

● Without original packaging or serious damage to the original packaging

 

Please note: Any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns centre.

 

 

 

Customers have the right to apply for a return within 30 days after the receipt of the product. On the occasion that you receive an item that you do not like or our product does not meet your renovation requirement or change your mind.

 

All returned items must be in brand-new condition, non-assembled, unused, no pieces missing and with original tags and packaging. You are responsible for the return shipping cost and the corresponding customs duties on all items returned or exchanged for non-quality issues.

 

Note:

-Compare the detail sizes with yours, please allow 1-3cm differs due to manual measurement. (All measurement Note : Due to different producing batches, there may be deviation of 1 to 3CM for items)

-Products may differ from those pictured on the website due to natural variations in colour/finish and scale of the image.

If customer returns the products for that, then you need to pay the returned postage and bear the customs duty.

 

We’ll give you partial refund after we receive the product and confirm it can be resold. In this case the postage of the order will not be refunded.

 

 

 

If the product is defective, damaged or wrong, you can return the product to us in 30 days without shipping fee and you’ll get a full refund.

 

To qualify for a defective return, one of the following must apply:

-Items damaged/broken or stained upon arrival.

-Items have a defect, or are faulty or malfunction.

-Items received in the incorrect.

-Missing part(s).

 

We recommend checking the items within 48 hours of receipt and report to our customer service as soon as possible. And please provide pictures or videos evidence clearly showing the problem. Providing pictures of the product, or the videos will allow us to greatly speed up the process for you.

Depending on the situation, we will be responsible for refunds, an exchange or replacements according to your preference within 30 days of receipt. After 30 days, we will make every attempt to rectify, however charges may apply. But item defects found after 30 days of receipt are directed to the item’s warranty. So please contact us for Return Material Authorization within 30 days of receipt.

 

 

 

Crystal chandeliers (including missing parts or damaged)

We do our best to ensure every order arrives safe and secure. Despite the series of quality checks, occasionally fragile products do arrive with damage.Should your Crystal chandeliers not arrive in perfect condition, or defective item, or missing an item, we will replace or repair parts for you. If you want to return it anyway, the shipping costs are yours. Free returns will not be accepted.

 

 

 

1. Damaged merchandise includes items that have been damaged in route

In order to assist you efficiently, we ask that you report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item&its packaging.

 

2. Undeliverable and Refused Package

If a delivery is refused for any reason or considered undeliverable due to an invalid shipping address, you will be charged extra shipping charges and handling fees.

If the address is wrong or there is no one to pick it up, you will need a long time to wait for the package to be re-delivered to the new designated address. You cannot cancel the order during the redelivery period.

 

3. No installation service

Hoiime can not be liable for any electricians costs due to pre-booked electricians, please check your goods fully prior to booking an installer. Check that there are no breakages that the product is what you ordered, that the finish is correct and that bulbs are provided (if included).

 

 

 

 

To begin the return or exchange process, please get in touch with our customer service by e-mail. Our customer service representatives determine eligibility for refunds and exchanges and then the return address will be sent to you.

 

 

Once our customer service has approved your request, please return the item to us within 15 days by following our instructions. And please inform us valid tracking numbers after you send it to us. It’s better to use the shipping service providing tracking information as well as a signature, so delivery can be confirmed. If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued.

 

 

When we receive your return, we will inspect the item in 3-5 business days and then provide a replacement for an exchange or issue a refund.

 

The refund will be made to the account that the funds were originally drawn from. For credit card payment, the refund will take 7-10 business days to your bank account. And for PayPal payment, the refund will take 3-5 business days to your bank account. Please note that refunds usually arrive quickly, but it occasionally takes up to 30 days to appear on your card statement. Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.

 

Return Address: 

 

 

If you want to cancel orders, and the product is not shipped out before you contact our customer service, we will arrange full refund for you.

 

 

A refunded payment will go back to its original source, such as a credit card, and PayPal (debit card, bank account, PayPal Cash or PayPal Cash Plus balance).

For orders paid by PayPal and Credit Cards, if the order is canceled or returned due to customer problems, we will charge processing fee (4% of the total transaction amount) when refunding.

The refund amount will be refunded by PayPal or Credit Card after deducting the processing fee etc.

*If order is canceled due to out of stock, full payment will be refunded. We will bear the processing fee.

 

 

Credit Card

For Credit Card payment, the refund will take 7-10 business days to your bank account.

 

PayPal & PayPal Credit

The refund will take 3-5 business days to your bank account.

-Credit or debit card: It usually arrives much sooner, but it occasionally takes up to 30 days for a refund to appear on your card statement. If your card was canceled or you paid with a prepaid card, contact the card issuer to access your refund.

-Bank account: It may take up to 5 business days for the refund to arrive in your bank account.

-PayPal Cash or PayPal Cash Plus balance: Within 24 hours.

 

 

 

1.Hoiime is not responsible for changes in glass color lots over multiple orders, as glass color lots can change over time and is beyond our control.

 

2.Hoiime is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.

 

3.Due to the technological characteristics of acrylic, glass, and crystal products, there may be some bubbles or unevenness, but the overall effect of the product remains unchanged.

  We do not accept product replacements for minor defects caused by the production characteristics of the acrylic and glass and crystal products. We offer free replacements only if the product is visibly damaged.

  Please pay attention before buying.