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Refund and Returns Policy

Refund and Returns Policy
At HIPPO Power Bank, customer satisfaction is our top priority. We stand by the quality of our products and want to ensure a smooth, transparent, and fair process for returns, refunds, and exchanges. Please read the following policy carefully before making a purchase.
1. Eligibility for Returns and Refunds
To be eligible for a return, refund, or exchange, your item must meet the following criteria:
  • Item must be returned within 30 days of the original purchase date.
  • Item must be unused, in original packaging, and in the same condition as received.
  • Proof of purchase (order number, receipt, or invoice) must be provided.
  • The product must not be damaged due to misuse, negligence, or unauthorized modifications.
2. Non-Returnable / Non-Refundable Items
The following items are not eligible for return or refund:
  • Products returned after 30 days of purchase.
  • Products damaged due to customer misuse or negligence.
  • Products without valid proof of purchase.
  • Promotional or clearance items marked as “Final Sale.”
  • Products missing original packaging or accessories.
3. Return Process
To initiate a return:
  1. Contact Customer Support
    Email: www.hello@hippo.energy
    Phone: +234 704 408 0555
    Provide your order number, product details, and reason for return.
  2. Return Authorization (RMA)
    Our team will issue a Return Merchandise Authorization (RMA) number and return instructions.
  3. Shipping the Product Back
    • Pack the item securely in the original packaging.
    • Include the RMA number and a copy of the receipt/invoice.
    • Ship to the address provided by our support team.
    • Customers are responsible for return shipping costs unless the return is due to a manufacturing defect or wrong item received.
4. Refunds
Once we receive and inspect your returned item:
  • You will be notified via email regarding the status of your return.
  • If approved, a full or partial refund will be processed to your original payment method within 7–10 business days.
  • Original shipping fees are non-refundable, unless the return is due to our error (defective or incorrect item).
5. Exchanges
If your product is defective or damaged upon arrival:
  • Contact our support team within 7 days of delivery.
  • We will arrange a free replacement or exchange for the same model or a similar item of equal value.
  • In case the original product is out of stock, you may choose a refund or store credit.
6. Warranty Claims
HIPPO Power Bank products are backed by a [12-month] limited warranty against manufacturing defects. Warranty claims follow a different process than standard returns.
7. Third-Party Purchases
If you purchased a HIPPO Power Bank product from a third-party retailer (Jumia, Konga, etc.), please refer to their return/refund policies. HIPPO is not responsible for returns or refunds processed through other vendors.
8. Contact Information
For any return, refund, or warranty-related queries, contact us at:
Our Customer Support
Email: www.hello@hippo.energy
Phone: +234 704 408 0555
Website: www.hippo.energy
9. Policy Updates
HIPPO reserves the right to update or modify this Refund and Returns Policy at any time without prior notice. Changes will be posted on this page with an updated effective date.