Cancellation/Refund Policy
Order cancellations and refunds MUST be handled through the vendor from whom the item(s) are being, or have been, purchased. Mediation is available through YH5 ONLY after attempts have been made from the buyer and/or seller to resolve the complaint on their own.
Refund & return policies are dictated by the individual vendor store. Within 14 days of purchase Your Hi 5 will provide mediation and account reviews. Outside of this 14-day window Your Hi 5 will not intervene with any form of mediation.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the product was damaged or not as described you will need to provide either video or photo evidence of the damage as well as a receipt or other proof of purchase.
Several types of goods are not able to be returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
For any refunds or returns requiring mediation, Your Hi 5 will need photo or video of the item in question as well as a receipt or other proof of purchase to be submitted with a detailed issue report.
Refunds
The individual vendor is responsible for reviewing why the refund is being requested and initializing the refund. They may reserve the right to wait until your return is received and inspected before initiating the refund. This MUST be done within 72 hours (3 day) of confirmed return delivery. The vendor MUST contact the buyer within this time frame to either approve or deny the refund request.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. The availability of the refunded amount will vary depending on your bank.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@yourhi5.com.
Sale items
Sale items will be refunded at the price they were purchased at; you will not receive full price for the return of a discounted item.
Exchanges
Not all vendors will stock multiples of the same item. Please check the individual vendor stores or the vendor directly to see if an exchange is possible.
Shipping returns
To return your product, you should contact the vendor.
You will be responsible for paying for your own shipping costs for returning your item unless otherwise specified by the vendor. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. Due to the process of shipping, we cannot guarantee that we will receive your returned item.
Need help?
Contact us at support@yourhi5.com for questions related to refunds and returns.