Lkhamaa S.
Refused to take return request within 30 days
I bought this chair trusting Hinomi’s advertising about comfort and its 30-day return period. Unfortunately, it has been one of the most uncomfortable chairs I have ever used. My neck hurts, my back is uncomfortable, and the way I sit in it leaves my knees bent without being able to comfortably stretch or position my legs. I contacted Hinomi to return the chair within the 30-day period. They initially did not respond, and when I followed up several days later, I was told that my support ticket had been lost. Fortunately, I still had the ticket receipt number and provided it to them. I explained that I no longer had the original cardboard packaging but that I was still within the 30-day return period. Hinomi then offered me $80 to keep the chair, or a return involving a restocking fee. When I declined and asked to proceed with the return, I was ultimately told that they would not accept the return at all because I no longer had the original packaging. I understand that Hinomi has an original-packaging condition in its return policy. My issue is with advertising a “30-day return” while making the ability to return such an expensive ergonomic chair entirely dependent on keeping a very large cardboard box. An ergonomic chair is something you have to assemble and actually use before you can know whether it works for your body. In my case, it caused significant discomfort, which is exactly why I tried to exercise the return option. I have even offered to package the chair safely using alternative packaging, but I have not been given a reasonable alternative way to return it. I am posting this so other customers know: if you buy a Hinomi chair, DO NOT throw away the original box during the return period, no matter how much space it takes up. You may otherwise discover that the advertised return period is effectively unavailable to you. I am still asking Hinomi to reconsider my case and allow me to return the chair safely for a refund. I don’t believe this, They keep insisting on return stock fee even though on the internet they have advertised 100% customer satisfaction guarantee and 30 days free return, keeps insisting on 80$ refund to keep chair or drive the chair to the store. They way they lose you return receipt ticket and fail to respond within 24 - 40 hours and overlooking it as if nothing happened yet accusing me on the email even after I have tried to be civil that it is not their fault but simply my change of mind. I do not believe this such insensitive and bully attitude from such a high end product purchase.
Response from HINOMI INCSep 21, 2026
Dear Customer, Thank you for taking the time to share your feedback regarding your return experience. We are sorry that the process has not met your expectations. We have taken note of your comments regarding the handling of your original return request and our communication process. We will review both our mailing system and return procedures to help ensure that customers are clearly informed of the applicable return requirements and that return enquiries are handled more consistently. We would also like to clarify that your return request was not declined because it was submitted outside the 30-day return period. We acknowledge that your request was initiated within the applicable return window. The difficulty in arranging the return relates to the return conditions, particularly the original packaging requirement for courier returns. The original carton and protective materials are specifically designed to protect the chair and its components during transportation and help ensure that the product is returned safely and in suitable condition. For this reason, our courier return process requires the original packaging. Regarding the 10% restocking fee, this applies to returns that are not due to a confirmed functional defect, but instead relate to personal preference or suitability. We fully recognise that ergonomic comfort is highly individual and that a chair may not suit every user. However, personal comfort or ergonomic preference is different from a functional defect or malfunction. Our team has provided alternative options to you directly by email. We remain committed to working with you toward a practical resolution and hope you will continue to communicate with our team so that we can assist you accordingly. Best Regards, Hinomi Care Team