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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 an unused and opened product.
We only offer this 30-day returns policy for 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.
Fill contact form
3 business days
Send us return parcel + tracking number
14 business days
Please note that shipping costs are not refundable.
Please be noted that we will apply a 15% restocking fee for all returned goods, which will be deducted from the total amount of the refund.
Steps To Take When Returning A Product
Step #1 - Contact our Customer Support Team by filling a contact form here at https://get-hiloi.com/contact within 30 days from receiving your ordered products. Please provide to the customer support your Full Name, Email, 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, our customer support team will provide you with a link to a returns form. After you provide us with all necessary information, we will provide you with a Return Merchandise Authorisation (“RMA”) number and Return address.
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 given to you by our customer support team. Please note, that we will only be able to accept returned products only if they will have the RMA number attached and sent to our indicated Returns address. Un-defective items must be returned in unused, manufacturer condition, in original and undamaged packaging
Step #4 - Send us the tracking number of the returning parcel and your unique return link. Please note that the return shipping fees will not be refunded or compensated for. Returns without tracking numbers might be refused by our warehouse, please make sure to use registered mail or other trackable shipment method and don’t forget to provide us with the tracking number.
Step #5 - Once we receive the returned products and inspect them, we will issue a refund within 14 days. Please be noted that except when you are returning a defective item:
(a) your returned shipping fees will not be compensated by us;
(b) for all non-EU customers we will apply a 15% restocking fee;
(c) for all EU customers the restocking fee shall be applied only if you decide to return your purchased products after 14 days from receiving the products but not later than within 30 days. These amounts will be deducted from the total amount of the refund.
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 refer to our Terms of Service for more information about our returns & refunds policy.