Warranty & Returns & Refund

Article 1: Product Warranty Description

1.1 Scope of Warranty

HIGOLE provides warranty service in accordance with our stipulated conditions during the warranty period specified in the "Warranty Period" section below, strictly for products purchased directly from www.higolepc.com operated by our company. Please note that this warranty service does not apply to products purchased through distributors, Amazon, or other third-party marketplaces.

1.2 Warranty Period

All eligible products purchased directly from www.higolepc.com are covered by a standard 12-month (1-year) warranty, starting from the date the product is delivered to the customer.

The standard 12-month (1-year) warranty applies to all product categories, including MINI PCs, rugged tablets, all-in-one computers, and other products.

1.3 Warranty Coverage

During the warranty period, in the event of a product defect, we shall provide a replacement or a refund in accordance with the terms of this policy. If a valid claim is submitted to us within the warranty period, we will provide a replacement or a refund.

If we determine that replacing the item is impossible, difficult, or unreasonable due to the condition of the item, the defective part, or our own circumstances, and provided that the item is confirmed to be within the warranty period, we may replace the item with a product of our choosing that possesses equivalent functions and performance (including products similar to the requested item or different models).

Additional Notes

Warranty Start Date:

Standard sale items: From the date the product is delivered to the customer.

Pre-order items: From the date the product is delivered to the customer.

The warranty period for a replacement item is not extended and continues from the original delivery date.

Eligibility

Products purchased directly from www.higolepc.com.

Failures and defects that occur within the warranty period (excluding human error or negligence).

Exclusions

Products purchased from distributors (including marketplaces such as Amazon).

Commercial or corporate bulk purchases (please contact ella@higolepc.com separately).

Products transferred from a third party (warranty is strictly limited to the original direct purchaser).

1.4 Terms of Use for Warranty Services

We need to verify the status of the package; therefore, please ensure you contact us at https://store.higolepc.com/pages/contact-us before returning any items.

Warranty Conditions

(1) Warranty services under this policy are available only for products purchased through the www.higolepc.com.

(2) This policy applies in cases of initial defects in the delivered product, damage incurred during shipping, or product failure/material defects arising under normal use during the warranty period.

(3) HIGOLE maintains return & exchange warehouses globally, covering the United States, Germany, Japan, the United Kingdom, and Hong Kong, to provide warranty services to customers worldwide.

1.5 Warranty for Refurbished Products

Refurbished and renewed products are governed by the dedicated policy published on the HIGOLE Refurbished Store and are not subject to the standard warranty and return terms applicable to products purchased through www.higolepc.com. For details regarding warranty coverage, return eligibility, and after-sales service for refurbished products, please refer to: https://refurbished.higolepc.com/pages/warranty-return

Article 2: Handling of Product Failures

In the event of a product defect within the warranty period, we will handle the case in accordance with the return & exchange solutions set out in this policy, including replacement with an identical new product or another product with equivalent functions and performance, or a refund, depending on the time since delivery and stock availability. In such cases, the defective product submitted for service will not be returned to the customer, and ownership of such product shall transfer to HIGOLE upon dispatch of the replacement product.

Please note that if we are unable to procure the exact same product due to our own circumstances, such as the item being out of stock or discontinued, we will replace it with an equivalent successor model.

Time Since Delivery	Service Provided	Shipping Costs
0 - 15 Days	"Return & Exchange" or "Return & Refund" (any reason)	Quality issues: borne by HIGOLE; non-quality returns: borne by customer
16 Days - End of Warranty (12 months)	"Return & Exchange" for quality-related issues (identical new product or equivalent model)	Fully borne by HIGOLE
Out of Warranty	Not covered by this policy	—

[Required Information]

Proof of purchase (Order number, e.g., HG1000, or sales contract)

Serial number

Detailed description of the issue (text, photos, video)

[Return & Exchange Procedure]

Submit your proof of purchase, serial number, and a description of the issue (status of the defect, frequency of occurrence, steps to reproduce, etc.) via email.
HIGOLE will verify the details of the defect based on the submitted materials and process the return & exchange.
Pack the defective product (including all components from the time of delivery) securely in its original packaging or packaging with equivalent protective capabilities. Ensure all accessories, such as the AC adapter, power cable, and instruction manual, are included. Send it to HIGOLE's designated return & exchange center and provide us with the tracking number. Note: Failure to notify us with the tracking number may result in a delay in processing.
The return & exchange process generally takes 2 to 7 business days after we confirm receipt of the product, depending on the availability of replacement parts or stock.
The replacement product will be shipped back to you (you will be notified of the tracking number). Return shipping costs for quality-related issues will be borne by HIGOLE.

[Important Notes]

If the product cannot be replaced, the process will be switched to a refund, depending on stock availability (it may be exchanged for an equivalent successor model).

The return & exchange process will only begin after we have confirmed that the returned product has arrived at our designated return address.

Before sending the product for return & exchange, the customer must back up all data, erase any data stored on the product, and remove any user-installed or removable components, including but not limited to memory modules, SSDs, and other storage devices, unless HIGOLE expressly instructs otherwise. HIGOLE shall not be responsible for any loss of data, any data security issues, or any user-installed or removable components left in the product and not returned.

[Warranty Coverage]

Covers hardware defects in materials or workmanship, or functional failures under normal use, within the 12-month warranty period.
Damage caused by accident, misuse, liquid exposure, dropping, crushing, or unauthorized modifications is not covered under the standard warranty and will not be eligible for return & exchange under this policy.

[Exclusions]

Damage caused by misuse, accident, liquid ingress, physical impact, crushing, or unauthorized modification.

Software-related issues, including but not limited to operating system errors, application conflicts, or driver issues. Free technical support may still be provided where applicable.

Non-quality-related issues, such as cosmetic wear, minor noise that does not affect normal operation, or issues caused by third-party accessories or compatibility limitations.

Refurbished or renewed devices are subject to their own separate warranty and return policy.

Products purchased from unauthorized sellers or through private resale channels.

Article 3: Warranty Exclusions

Category	Specific Examples / Cases
Normal Wear and Tear	Normal wear and tear resulting from daily use.
Purchase & Proof of Purchase	Items used for rental, commercial purposes, or corporate bulk purchases; customized products; or failure to provide a valid proof of purchase.
Loss & Theft	Loss or theft occurring during daily use.
Expired Warranty	Products whose warranty period has expired.
Product Type	Second-hand items, free-of-charge items, or promotional gifts.
Unauthorized Modification	Disassembly or modification performed by a third party without authorization from HIGOLE.
Human-Induced Damage	Intentional damage or damage caused by human error.
Force Majeure	Damage caused by natural disasters (typhoons, floods, fires, earthquakes) or social events (strikes, wars, embargoes/prohibitions), etc.
Incorrect Use	Damage due to dropping, use in extreme temperatures, water ingress (liquid damage), mishandling, or use of non-original replacement parts.
Overclocking	Damage caused by overclocking (excluded even if overclocking was enabled through HIGOLE's own hardware or software).

Article 4: Data Handling

Data stored on the storage media of the product submitted for return & exchange may be accessed or deleted during the process.

We assume no responsibility whatsoever for any corruption or loss of data stored on the product submitted for return & exchange. We strongly request that customers back up their data at their own responsibility before submitting the product.

Article 5: Customer Support

Contact Information

Email: store@higolepc.com

For business or corporate bulk purchases: ella@higolepc.com

Required Information When Contacting Us

Order Number (starting with "HG")

The purchased product

A detailed description of the issue

Supporting evidence as needed (text, photos, video)

Article 6: Important Notes

To receive the warranty services described above, customers must contact us at https://store.higolepc.com/pages/contact-us within the applicable warranty period.
When contacting Customer Support, please have your purchased product and order number (starting with "HG") ready. Providing these details will allow us to resolve your issue promptly.

Within the first 15 days from the delivery date, customers may request a return & refund for any reason. If more than 15 days have passed since the delivery date but the product is still within the 12-month warranty period, we will only accept requests for exchange for quality-related issues. Refund requests will not be accepted.

The warranty provides coverage from the date the product is delivered to the customer. The warranty period will not be extended if a replacement product is provided.

For "Return and Exchange" requests, the reshipment will be processed within 2 to 7 business days after the returned item arrives, subject to inventory availability.

Once warranty service is approved via HIGOLE Customer Support, we ask for your cooperation in returning the product within one week. Please note that if the product is returned after one week has passed, you may not be able to receive the warranty service.

When returning a product, please use a trackable shipping method.

If there is data stored on the hard drive of the product being returned, the customer is responsible for erasing it. HIGOLE assumes no responsibility whatsoever for any such data if the customer fails to erase it.

Refunds and reshipments will only be processed after we have confirmed that the returned product has arrived at our designated return address.

To receive the warranty services described on this page, you must return the target product (including the main unit, original box, AC adapter, power cable, instruction manual, and all other original components from the time of delivery) to our designated return address. If the condition of the returned product does not meet our required standards, the acceptance of the return will be retroactively invalidated.

In cases where (1) the customer refuses to receive the product, (2) the customer refuses to pay the due amount, (3) the customer cannot be reached at the contact information provided at the time of the order, or (4) the product cannot be delivered due to other customer circumstances, the product will be treated as a return. In such cases, the customer will be responsible for the shipping costs associated with the product, as well as any expenses incurred for the return (return shipping fees and other return-related costs).

The warranties described on this page are provided independently by www.higolepc.com (this website). For orders placed outside of this site, please contact the original seller rather than HIGOLE Customer Support.

Article 7: Limitation of Liability

HIGOLE makes no warranties, express or implied, other than those explicitly stated in the Terms of Use above. HIGOLE shall not be liable for any incidental or consequential damages arising from force majeure. This includes, but is not limited to, natural disasters, improper operation, business interruption, loss of profits or data, and other indirect or special damages.

Article 8: Changes to These Terms

These Terms may be revised by our company without prior notice. In such cases, the conditions for using this service shall be governed by the latest revised Terms, so please ensure you check the most current version. Changes to these Terms stipulated in this Article may include shortening the warranty period of this warranty service, restricting or excluding eligible products, and modifying, restricting, or abolishing the contents of this warranty service. Unless otherwise specified by us, the revised Terms shall take effect from the time they are displayed on the website.