Refund policy

1. Company Information

Store Name: Hilisos
Business Address: 74 Stranmillis Rd, Belfast, BT9 5AD, United Kingdom
Contact Email: hilisosgolia@gmail.com
Phone: 028 9068 1881

2. Return Eligibility

Customers have the right to return items within 30 calendar days from the date of delivery. To be eligible for a return, the following conditions must be met:

The item must be returned within 30 days of delivery.
The item must be unused, unworn, and in the same condition as received.
The item must not be damaged, washed, or altered.
The item must be returned in its original packaging when possible.
Proof of purchase (order confirmation or receipt) must be provided.
All products sold by Hilisos are eligible for return unless otherwise stated at the time of purchase.

3. Return Process

To initiate a return:

Contact us at hilisosgolia@gmail.com.
Provide your order number and the reason for return.
Our team will provide return instructions and return address details.
If required, a prepaid return label will be provided at no cost to the customer. Note: Returns sent without prior authorization may not be accepted.

4. Return Shipping Costs

Return shipping is free of charge for all eligible returns.
Customers will not be required to pay any return postage fees.
In cases of defective or incorrect items, return shipping is fully covered by Hilisos.

5. Refund Policy

Once the returned item is received and inspected:

Refunds will be processed within 14 business days.
Refunds are issued to the original payment method used at checkout.
You will receive an email confirmation once the refund has been completed.
If the return does not meet eligibility conditions, the refund may be partially reduced or denied, and the customer will be informed.

6. Exchanges

Hilisos does not offer direct exchanges. If you want a different item:

Return the original item following this policy.
Place a new order separately through the website.

7. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect compared to your order, please contact us within 48 hours of delivery with:

Order number.
Description of the issue.
Clear photos of the product and packaging. We will offer either a full refund or a replacement (if available).

8. Non-Returnable Conditions

Returns may be rejected if:

The item is returned after 30 days.
The item is used, damaged, or not in original condition.
The item is returned without prior approval.
The item is missing parts or packaging.

9. Refund Delays

Refund timing may vary depending on payment provider processing time or bank processing delays. If you do not receive your refund within 14 business days after approval, please contact us.

10. Contact Information

For all return and refund inquiries:

Email: hilisosgolia@gmail.com
Phone: 028 9068 1881
Address: 74 Stranmillis Rd, Belfast, BT9 5AD, United Kingdom
Response time: 24–48 business hours (Monday–Friday)