1. Return Eligibility
We want you to love your purchase. If for any reason you are not fully satisfied, we accept returns under the following conditions:
- Interior Decoration items, Smart Furniture, and Outdoor Furniture must be returned within 30 days of receipt.
- Products must be in their original, unused condition, and in the original packaging, where applicable.
- The item must not be damaged or altered in any way.
- Custom or personalized items are non-returnable unless damaged or defective upon arrival.
2. How to Initiate a Return
To begin the return process, please follow these steps:
- Contact Us: Reach out to our customer support team at [email address] or via our website contact form within 30 days of receiving your item.
- Provide Order Details: Please include your order number, the item(s) you wish to return, and the reason for the return.
- Return Authorization: Our customer support team will provide you with a Return Authorization (RA) number and instructions on how to return your item.
3. Return Shipping
- Return shipping costs are the responsibility of the customer, unless the product is defective or was sent in error.
- We recommend using a trackable shipping service or purchasing shipping insurance for items over $75 to ensure that your returned item is received in good condition.
4. Refunds
Once your returned item has been inspected and approved, we will process your refund to the original payment method. Please note:
- Refunds will be issued for the purchase price of the product only. Shipping fees are non-refundable.
- Refunds may take 7-10 business days to process after we receive the returned item.
- If the product is damaged or does not meet the return conditions, the refund may be adjusted accordingly.
5. Exchanges
We are happy to help you exchange your item for a different product, subject to availability. If you wish to exchange an item, please follow the same process as for a return and place a new order for the replacement item.
6. Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately upon receipt, providing clear photos of the damage or defect. We will either send you a replacement item or issue a full refund, depending on your preference and product availability.
7. Non-Returnable Items
- Custom and personalized products
- Clearance or sale items (unless defective)
8. Contact Us
For any questions about our return policy or to initiate a return, please contact us at:
Email: admin@hilano.xyz