Disputes and Refunds Policy

We are committed to providing a fair and transparent process for handling payment disputes and issuing refunds. This policy outlines the procedures for both customers and our company.

1. Refunds

Refunds are processed in accordance with our Returns Policy. To be eligible for a refund, you must first initiate a return by contacting our customer service. Once a returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment. Please allow up to 10 business days for the credit to appear on your statement.

2. Payment Disputes (Chargebacks)

A payment dispute, or chargeback, occurs when a customer contacts their bank or credit card company to contest a charge. We encourage customers to contact us directly at info@hilowglobal.com before initiating a chargeback, as we can often resolve the issue more quickly.

Our Process for Handling Disputes:

  1. Notification: We are notified by our payment processor (Stripe) that a dispute has been filed.
  2. Investigation: Our team will conduct a thorough investigation. This includes reviewing the order details, proof of delivery, tracking information, and any communication with the customer.
  3. Evidence Submission: We will submit compelling evidence to the customer's bank to validate the charge. This may include proof of shipment, delivery confirmation, and communication records demonstrating that the product or service was delivered as described.
  4. Resolution: The bank will review the evidence and make a final decision. This process can take several weeks. The bank's decision is final.

Customers who file fraudulent chargebacks may be barred from making future purchases from our store. We take disputes seriously and maintain detailed records to protect our business and our customers from fraud.

3. Defective or Damaged Products

If you receive a product that is defective or was damaged in transit, please contact us within 48 hours of delivery with photographic evidence. We will arrange for a replacement or a full refund, including any shipping costs.

4. Questions

If you have any questions about our disputes and refunds policy, please contact us at info@hilowglobal.com.