Effective date: July 29, 2026 · Last updated: July 29, 2026

An exchange swaps something you bought for something else. Here's how that works at HizooRelief — and how it differs from a refund (money back to your card, per our Return & Refund Policy) and a warranty claim (a defect appearing after your 30-day trial, per our 2-Year Warranty).

When exchanges are available

  • Wrong item received: we exchange it for the correct item immediately, free, with a prepaid label for the incorrect one. This is our error and our cost — always.
  • Damaged or defective on arrival: handled as a replacement under the Return & Refund Policy — free replacement or full refund, your choice, usually without a return.
  • Missing components: we ship the missing part free — no exchange needed.
  • Changed your mind within the 30-day trial (for example, switching a Single for a Couples set, or a different Hizoo product): yes, we can exchange. Email us; because our catalog is small, most "exchanges" are processed as a return + new order — your refund follows the Return & Refund Policy timelines, and your new order ships without waiting for the return to arrive. If you prefer a direct swap, ask; where inventory allows, we'll authorize a direct exchange and ship the new item once your return shows carrier movement.

The mechanics

  • Authorization first. Email support@hizoorelief.com with your order number and what you'd like instead. We reply within 1 business day with instructions. Please don't ship anything before that.
  • Condition: same standard as returns — normal signs of careful use are okay; include all accessories.
  • Shipping costs: free in the US. We provide the prepaid return label and pay standard shipping on the outgoing exchange item. International exchange shipping is confirmed in your instructions.
  • Price differences: if the new item costs more, we charge or invoice the difference before it ships; if it costs less, we refund the difference to your original payment method within 5–10 business days of completing the exchange. Promotional pricing applies only if the promotion is live when the exchange order is placed.
  • Out of stock: if your requested item isn't available, you choose: wait for restock, pick a different item, or take a full refund.
  • Processing time: exchange shipments follow our normal timelines — 1–2 business days processing, 3–5 business days US transit.
  • Geographic scope: exchanges are available for US orders. International exchange requests are handled case-by-case with shipping confirmed in advance.
  • Limits: one exchange per order for change-of-mind swaps (further changes are processed as returns). Exchanges for wrong, damaged, or defective items are never limited — those are on us.
  • Final-sale items: we don't currently sell final-sale items. If we ever do, they'll be clearly marked at checkout and excluded from change-of-mind exchanges (never from wrong/damaged/defective remedies).

Nothing in this policy reduces your rights under the Return & Refund Policy or the 2-Year Warranty. If this page and the Return & Refund Policy ever appear to conflict, the Return & Refund Policy governs refunds and the more customer-favorable reading applies.

Questions? support@hizoorelief.com — replies within 1 business day (Mon–Fri).