Return Policy

We understand that sometimes things change and you may need to return your order. That's why we set-up a 30 day return policy for you

30-Days Satisfaction Guarantee

You can return your products purchased from us within 30 days from receiving and receive a refund, exchange or store credit for future purchases, if:

(a) You have received a product with damaged or contaminated package;

(b) You have received a product that is defective or otherwise bad;

(c) You have received a wrong item;

(d) You have changed your mind and want to return a product.

We only offer this 30-day returns policy for physical products purchased on this website/ If you have purchased “Hiloi” products from other sellers, please refer to the purchase site for returns, as such returns might be subject to the seller’s policy over which we have no control.

Please note that shipping costs are not refundable.

Steps To Take When Returning A Product

Step #1 - Contact our Customer Support Team by filling out a contact form here at https://get-hiloi.com/contact within 30 days of receiving your ordered products. Please provide to the customer support with your Full Name, Email and Order number, and briefly describe the reason for why you want to return the product.

Step #2 – Our customer support team will respond to your inquiry within 3 business days and if your return request meets the terms and conditions set in this Return Policy and the Terms of Service we will send you a return form (Return Merchandise Authorisation (“RMA”)) to fill. Return address:
Returns - Logismart Gmbh
Orber Str. 10, Ramp: 1
60386 Frankfurt am main
Germany
Please note, that returns are accepted only after filling the RMA form. We are not liable for orders sent without prior filling RMA and such returns can not be processed.

Step #3 – re-pack your product safely and securely, attach the provided RMA form in a visible place on the package and send us the returning products to the return address, which is provided in the RMA form.
Un-defective items must be returned in manufacturer's condition, in original and undamaged packaging. For defective items, please contact our customer support prior to arranging the return.

Step #4 - Complete the RMA form by filling the tracking number of the returning parcel and carrier. Returns without tracking numbers might be refused by our warehouse, please make sure to use registered mail or other trackable shipment method.

Step #5 - Once we receive the returned products and inspect them, we will issue a refund within 14 days. Once A refund is issued, it normally takes up to 3-5 business days for the refund to be shown in your bank statements. The refund will be sent back to you to the original source of payment that you used to pay for the order.

Please read our Terms of Service for more information about our returns & refunds policy.