Refund policy

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unopened, unused, with all original safety seals and tamper-evident packaging intact, and in its original outer packaging. You will also need the receipt or proof of purchase, together with the batch/lot number printed on the product label.

To start a return, please contact us at info@hisupp.com and include:

  • Your order number
  • The product name
  • The batch/lot number (printed on the product label)
  • The reason for the return
  • Clear photographs of the product (mandatory for damaged, defective, or near-expiry items)

Returns must be sent to the following address:

HiSupp Cesta ob Bregu 6 1291 Škofljica Slovenia

If your return is accepted, we will send you instructions on how and where to send your package. The cost of return shipping is the responsibility of the customer, except in cases where the item is defective, damaged, incorrect, or near expiry — in which case we will cover the return shipping cost in full. Items sent back to us without first requesting and receiving a return authorization will not be accepted.

You can always contact us with any return-related question at info@hisupp.com.

Damages, defects, and near-expiry products

Please inspect your order immediately upon reception. If your item is defective, damaged in transit, the wrong product, or arrives with less than 3 months of remaining shelf life, contact us within 7 days of delivery at info@hisupp.com.

In these cases we will, at your choice:

  • Ship a replacement product free of charge, or
  • Issue a full refund to your original payment method.

Please include clear photographs of the product, the outer packaging, and the batch/lot number and expiry dateprinted on the label. This information is required for our internal quality and traceability records.

Non-returnable items

For health, safety, and hygiene reasons, the following items cannot be returned once opened, unsealed, or with broken tamper-evident seals:

  • All dietary supplements, vitamins, minerals, and consumable health products — including capsules, tablets, softgels, powders, tinctures, liquids, gummies, and any product intended for ingestion by humans or animals
  • Perishable goods (food, flowers, plants)
  • Custom or personalized products
  • Personal care goods (including topical and beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Gift cards

Unopened supplements with all original safety seals and tamper-evident packaging fully intact may be returned within the 30-day window, provided the batch/lot number matches our records and the product has not been exposed to extreme temperatures or otherwise compromised.

This policy is consistent with consumer protection law worldwide, including Article 16 of EU Directive 2011/83/EU, which expressly permits exceptions to the right of withdrawal for (a) sealed goods that are not suitable for return for reasons of health protection or hygiene once unsealed, and (b) goods which are liable to deteriorate or expire rapidly.

Exchanges

The fastest way to ensure you receive the product you want is to return the item you have. Once your return is accepted, place a separate order for the new item.

European Union — 14-day cooling-off period

If you are a consumer residing in the European Union, you have the right to cancel or return your order within 14 daysof receipt, for any reason and without justification, in accordance with EU Directive 2011/83/EU. This right applies in addition to our standard 30-day return policy and also applies to sale items.

To exercise this right, the item must be unopened, with all safety seals intact, in its original packaging, together with proof of purchase and the batch/lot number.

Important: opened supplements, perishable goods, and other items listed under "Non-returnable items" above remain non-returnable even under the EU cooling-off period, as permitted by Article 16 of Directive 2011/83/EU.

Refunds

We will notify you once we have received and inspected your return, and confirm whether the refund has been approved. If approved, you will be refunded to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since we confirmed approval of your return and you have not received your refund, please contact us at info@hisupp.com.

Privacy and personal data

When you contact us regarding a return, we collect and process personal information necessary to fulfill your request — including your name, address, order number, payment details, and product traceability information (batch/lot number).

This data is processed in accordance with our Privacy Policy and applicable data-protection law, including the EU General Data Protection Regulation (GDPR) where it applies. For any privacy-related question, please contact us at info@hisupp.com.