WARRANTY & RETURNS

How to Make a Hie Return:

Choose from one of the choices below depending on where you purchased your Hie product.


FROM HIEBAG.COM

If you purchased items on HieBag.com:
 

  1. Click on the Returns Button below and enter the email you used to make your Hie purchase and your order number
  2. Follow the Returns process in the steps provided.
  3. You will receive an email notification once complete.

FROM A RETAILER

If you purchased items from a Hie Retailer (or your items are not showing up in your account):
 

    1. Fill out the Merchandise Return Form.
    2. Make sure to include your proof of purchase or product receipt as directed (we cannot accept returns without one).
    3. You will receive an email notification once complete.

Warranty Details:

We take great pride in the quality and the craftsmanship of every Hie product. We want you to love and enjoy your Hie product for years to come.

  • The Hie warranty is valid for two (2) years upon receipt of your Hie product from HieBag.com or an authorized Hie Retailer.
  • This warranty is extended to the original purchaser only.
  • All Hie products (Bag, Changing Pod, Wallet, Cooler, Key Fob, Stroller Straps, Joey Charging Station) may be returned for repair or replacement of the defective product. No refunds will be given.
  • A proof of purchase is required for any warranty claim.
  • If the original product has been discontinued or is no longer available we will do our best to replace it with the closest product possible.
  • Returned product must be returned in the same condition in which it was received, in the original packaging. Shipping charges are not refundable.

ITEMS OFTEN COVERED BY WARRANTY:

Manufacturing defects in materials and workmanship, including but not limited to:

  • Fabric flaws
  • Broken or non-functioning zippers
  • Broken straps and handles
  • Defective interior foam padding
  • Broken buckles
  • Key magnet not working
  • Joey Charging Station not working

WHAT IS NOT COVERED BY WARRANTY

  • Wear and tear as a result of normal use
  • Damages from abuse
  • Natural breakdown of materials
  • Cosmetic issues that do not affect the function of the bag
  • Accidental damage like rips and cuts in fabric
  • Damage resulting from improper care or washing
  • Stains, dirt, discoloration, or color-fading from sun exposure
  • Products that have been altered or repaired by customer
  • General customer dissatisfaction or unmet expectations with product (not liking color, weight, shape, fit, straps, etc.)

 

Return Details - Please Read Carefully

  • Proof of Purchase - Hie will not accept any returns, defective merchandise, or warranty items without proof of purchase or a valid receipt. No Exceptions.
  • Defective - Warranty return products must arrive clean, dry and stink free. If the product(s) are unclean, severely stained or odorous, we will send them back to you at your expense. If, after carefully inspecting your properly cared for Hie products, we find that indeed they do have a defect, we will repair or replace the product at our discretion. Monetary refunds on defective products will not be given.
  • Non-Defective - Product must be returned new and in original, undamaged packaging within 30 days of purchase. Used items cannot be returned. Reimbursement for returned items is made by original method of payment only and original shipping charges are not refundable.
  • Shipping Costs - If we made a mistake with your order, we will pay to have the items returned to us and replacements sent back to you. Shipping costs for items returned for exchange are the customer’s responsibility.
  • Discontinued Colors & Prints - Discontinued colors purchased that fall within the warranty period will be subject to a substitute replacement. The substitute will be of like value and will be taken from current inventory on hand.
  • Gift Items - Gift items may be exchanged; however, credit can only be applied to the credit card used on the original order.
  • Refunds - Orders refused and/or returned by the customer will receive a refund when the returned items arrive at our order center. Refunds will be issued for the price of the product only, shipping fees are not refunded. If your order qualified for free shipping, your refund will be the total amount paid MINUS actual shipping costs.