Return&Exchange Policy

We are delighted that you chose Hoymiles. We sincerely hope you enjoy your purchase.

This cancellation, returns & exchange policy does neither affect your statutory right of withdrawal nor your statutory warranty rights.

 

I. Cancelling an Order

Orders may be cancelled before they are shipped. If your order status shows as “Unfulfilled” or “Not Shipped”, please contact Hoymiles Customer Service at shop.support@hoymiles.com as soon as possible for cancellation assistance.

Orders that are already in the shipping process cannot be cancelled. Please contact us if you need to recall your order or refuse delivery. In such cases, refunds will be processed once the returned shipment has been received and verified by Hoymiles.

Should an ordered product exceptionally be out of stock, or if the address you provided is incomplete or incorrect, we will contact you via email. If you do not reply within 15 days, we will automatically cancel the order and refund your payment.

Please note that in the event of cancellation your payment method (bank/PayPal, etc.) may incur transaction fees. Please consult your payment service provider to confirm the specific fees.
 

II. 30-Day Product Returns

In addition to your statutory right of withdrawal, Hoymiles offers you the option to return the undamaged goods without giving reasons to Hoymiles within 30 days of receiving it and get a full refund. This voluntary right of return does not apply to business customers or bulk orders (namely ordering more than 10 SKU).

Please note that once the 30-day money-back guarantee period has expired, any quality issues with the product, we will handle it according to Hoymiles' warranty policy.

Your statutory right of withdrawal remains unaffected. Please refer to the Terms of Service for more details.

1. Faulty Products & Incorrect Orders：

We have very strict quality controls, but oversights can occasionally occur. If we have mistakenly sent the wrong or defective product(s) to you, please contact us within 30 days of receipt of your order. To process your request, please provide your name, order number, clear photo or video evidence for verification to Hoymiles customer service via shop.support@hoymiles.com.

Depending on the agreed next steps, we will arrange for the return of the incorrect or defective product, and Hoymiles will bear the return shipping costs. We will reimburse the purchase price using the original payment method. 

Once the 30-day return period has expired, any product issues will be handled in accordance with the applicable Terms of Service, your statutory warranty rights and our warranty policy.
 

2. Unconditional Return(change of mind)：

If you need to return a defect free product for personal reasons, the following conditions apply and must be met:

Return Deadline: 
You must initiate a return request within 30 days of receiving the item. Returns for personal reasons cannot be processed after the expiration of the 30-day voluntary right of return period.

Product Condition: 
（1）The product must be in its original packaging and in resalable condition, with no damage, alterations or loss to the product or any accessories(no visible cosmetic defects and fully functional); all accessories and parts must be returned to Hoymiles along with the main product and the user manual as well as the installation instructions (if any).
（2）In the event of visible signs of use or damaged products, we reserve the right to refuse the return or to claim compensation.
（3）For special items such as "gift with purchase", both the main item and the free or discounted item must be returned together. If only the main item is returned, the actual selling price at the time of the order of the free or discounted item will be deducted from the refund.

Shipping Costs: 
You will be responsible for the return shipping costs.Please note that, due to the large size and high logistics costs of our products, We therefore recommend reviewing your order carefully before placing it.
 

3. Exclusions and Limitations：

3.1 Incorrect and Defective Product Return Exclusions

Returns for incorrect or defective products are not accepted where the product defect, malfunction, or damage is caused by events beyond Hoymiles' reasonable control or responsibility, or by customer misuse, including but not limited to:

  • Burns;
  • Modification of the product;
  • Exposure to humid environments;
  • Ingress of foreign objects (including water, oil, sand, etc.);
  • Failure to install, operate, or maintain the product in accordance with the user manual;
  • Uncontrollable external events such as fire, floods, storms, lightning, or traffic accidents; or The use of third-party components that are not approved or certified by Hoymiles.
     

3.2 Unconditional Return Exclusions

Returns under the voluntary right of return are not accepted in the following situations:

  • The return request is submitted more than 30 days after delivery and is not based on an alleged product defect;
  • The product is returned without prior confirmation from Hoymiles Customer Service;
  • The returned product does not include all original parts, accessories, manuals, or packaging, or has been damaged due to improper use;
  • Product labels, serial numbers, or water damage indicators have been altered, removed, or tampered with; 
  • Upon inspection, the product does not otherwise satisfy the return requirements set out in this policy.
     

III. How to Initiate a Return

1、To request a return, please contact our official customer service at shop.support@hoymiles.com.

2、Our customer service team will review your request and order to determine if it qualifies for a return. Please provide your name, the item you wish to return, and your order information, along with sufficient proof of purchase, such as an order number or sales invoice confirming the purchase through the Hoymiles online shop .

3、Do not return any product before receiving confirmation from the Hoymiles customer service team. Unconfirmed returns may not be identifiable or attributable to you and may therefore be rejected and not refunded.
 

IV. 30-Day Product Exchanges

1、  Faulty and Incorrect Products ：

If your product is confirmed by Hoymiles to be incorrect, you may request an exchange within 30 days of delivery. To process your request, Please provide clear photo or video evidence for verification to Hoymiles customer service via shop.support@hoymiles.com.

If your product is faulty or defective upon receipt, please contact our customer service as soon as possible. We will assess the issue and agree with you on the appropriate next steps in accordance with our Terms of Service.

Once we have received the returned product, you may place a new order for the desired item. After the new order is confirmed, we will issue a refund for the original product. We will cover the shipping costs during the exchange process.

Once the 30-day exchange period has expired, any product issues will be handled in accordance with the applicable Terms of Service, your statutory warranty rights and our warranty policy .
 
2、 For Unconditional Exchange (change of mind):

We do not offer direct exchanges for change of mind. If you need a different product, please return the original item within the voluntary 30 days return period (following the return process set out in this policy) and place a new order for the desired item. Once the returned item is received, we will refund the price of the original item.

Exchange Deadline: 
You must initiate the return request for the exchange of the product within 30 days of receiving the item. Exchanges for personal reasons cannot be processed after the expiration of the 30-day voluntary right of return period.

Product Condition: 
The product must be in its original packaging and in resalable condition, with no man-made damage to the product or any accessories. All accessories and parts as well as the user manual and installation instructions must be returned to Hoymiles along with the main product.

Shipping Costs:
You will be responsible for the shipping costs during the exchange process.Please note that, due to the large size and high logistics costs of our products, We therefore recommend reviewing your order carefully before placing it.

3、Exclusions
Without limiting your statutory right of withdrawal, exchange requests under this Section IV are not accepted in any of the following situations:

  • The request is made more than 30 calendar days after the product was delivered to you,
  • The product is returned without confirmation from Hoymiles Customer Service,
  • The returned product does not include all original parts, accessories, or packaging, or the product is damaged due to improper use,
  • The product labels, serial numbers, or water damage indicators show signs of tampering or alteration,
  • The product defect, malfunction, or damage is caused by an event beyond our reasonable control or responsibility or at your own fault, such as burns, or modification of the product, exposure to humid environments, ingress of foreign objects (water, oil, sand, etc.), or failure to install and operate in accordance with the user manual, uncontrollable external factors such as fire, floods, strong winds, storms, lightning, or traffic accidents,
  • Defect, malfunction, or damage is caused by the use of third-party components that are not approved or certified by Hoymiles, 
  • Upon inspection, the product does not meet the exchange requirements.
     

V. Refund 

1、Full Refund

If the return meets the applicable return requirements and all items in your order are returned, and you do not wish to receive a replacement for a defective or faulty product, you will receive a full refund of the order amount, including VAT, but excluding any costs expressly specified under this Policy. The original shipping charges will not be refunded unless the product was defective or faulty at the time of delivery. After Hoymiles receives your refund request, we'll issue the refund as soon as possible (usually within 7 business days) after we receive your returned product.

2、Partial Refund

If you return only some of the items from your order, you will receive a refund for the price of the returned item(s), including VAT, but excluding any costs expressly specified under this Policy. The original shipping charges will not be refunded, unless the product was defective or faulty at the time of delivery. After Hoymiles receives your refund request, we'll issue the refund as soon as possible (usually within 7 business days) after we receive your returned product.
The foregoing sub-section 1 and 2 shall not affect or limit your statutory warranty rights in the case of delivery of a defective product or your statutory right of withdrawal.

3、 Buy Now, Pay Later (BNPL) Refunds

For orders paid via installment plans, the total amount (including VAT) is divided into equal installments:
Installment amount = (Order amount + VAT) / Number of installments
Refunds will be issued only for the installments already paid. Any remaining unpaid installments will be canceled accordingly.

4、Discounts & Promotions

If your order included a discount or promotional offer, the discount will be proportionally deducted from the refund amount for the returned item(s). If your order contained several products and you return only some of the products of your order, the discount applied to your order will be deducted proportionally from the refund amount. This means that the refund for the returned item(s) will be reduced by the proportionate share of the discount attributable to such item(s).

5、Gift Cards

Gift Cards are non-refundable and cannot be exchanged for cash, except where required by applicable law. Products purchased using a Gift Card remain subject to this Refund Policy. Where a refund is approved, the refunded amount will be credited back to the original Gift Card and/or the original payment method, as applicable.

Please note that your payment method (bank/PayPal, etc.) may incur transaction fees. Please consult your payment service provider to confirm specific fees.

 

This Policy forms an integral part of the Terms of Service. Any matters not addressed herein shall be governed by the Terms of Service. In the event of any inconsistency between this Policy and the Terms of Service, this Policy shall prevail.
 
Last updated: July 27, 2026.
Effective date: July 27, 2026.