Damages and Issues

If you receive a damaged product, please send an e-mail to the following address [email protected]  To assist us in assessing the issue, kindly send pictures of the outer packaging and the product from various angles and distances. Please allow us up to 7 working days to file a claim with the carrier. For technical issues, our technical support will reply you in 5 working days.
Upon approval, we will dispatch a brand new replacement. Your 100% satisfaction is of utmost importance to us.

We value your experience with Hilar.

30-Day Return Policy and 30-Day Money-Back Guarantee

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

If the product is intact and undamaged, we will agree to accept the return and provide the corresponding return address. Customers must bear the return shipping cost (failure to bear the return shipping cost on the customer’s part will result in non-processing on our end) and provide the logistics tracking number for the return.

1. If we receive the returned product in good condition and it does not affect resale, we will issue a refund.
2. If we receive the returned product damaged and it affects resale, we will not issue a refund.
3. If the product (based on the pictures you provide) shows signs of use, damage, or lack of original packaging, we regret that we cannot accept the customer’s return request due to violation of the three principles.

Before initiating a return, please contact us via [email protected] . We will respond to you within 3 working days. Once your return is accepted, we will share detailed instructions for the return process. After arranging the return, please provide us with the tracking number and your order number.

Upon receipt and confirmation that the returned product meets our return conditions, we will begin your refund process within 3 working days using your original payment method. Please note that all refunds may take up to 10 working days to process after receiving the returned goods. Please note that you are responsible for the return shipping costs. We will not accept cash on delivery parcels and will reject them upon receipt. Returns not pre-approved will not be accepted.

 Non-Returnable Items

Some items, such as custom products (or personalized items) and gift cards, are non-returnable. If you have any questions regarding specific items, please contact us.

• Customized products (e.g., seat covers, custom rings, etc.)
• Clearance items (typically available during major promotional events)
• Gift cards

Returns and Exchanges

To initiate a product exchange, you will need to return the item and purchase the desired product separately. Once we receive your return, we will refund the original purchase amount.

Please note:

• To qualify for a return, the item must be in its original condition upon receipt: unused, unworn, with tags attached, and in its original packaging.
• Returned items found to have been used or missing parts may have their return eligibility revoked.
• For promotional orders, if the refund results in not meeting the discount threshold, all products will be charged at their original price.
• For discounted orders, if the refund results in not meeting the promotional criteria, the retained product amount will be deducted at the original price before issuing the refund. (Refund = Order Price – Price before Discount for Retained Products)
• For orders with free shipping, if the refund results in not meeting the free shipping threshold, the refund will be issued after deducting the shipping fee. (Refund = Order Price – Shipping Fee)
• Please complete the return request form and expedite the resolution process by emailing us the accompanying photographs along with the return request form.(Please download the return request form at the end of this article.)

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Deduction of Taxes and Fees

Due to varying state regulations, if we have paid taxes on your behalf at the time of purchase, corresponding taxes will be deducted from your refund when the product is returned.

Points to Note

When filling out the return address, please ensure accuracy. Please note that we are not responsible for any loss or misdelivery of returns due to incorrect address information. We recommend using a carrier that provides parcel tracking services to return the product to the Hilar distribution center. If the return is initiated by the customer, the consumer is responsible for the return shipping costs, with the specific costs determined by the courier company of your choice.

Force Majeure

Hilar shall not be liable for any delay or failure to fulfil obligations caused by force majeure events including but not limited to natural disasters, fires, floods, accidents, riots, wars, government interventions, pandemics, epidemics, embargoes, strikes, labour disputes, equipment failures, shortages, or any other similar or dissimilar reasons beyond the reasonable control of Hilar.

Undeliverable or Refused Delivery

If a parcel cannot be delivered due to incomplete or incorrect address information, failure to pay relevant taxes, or if the parcel is not collected from the logistics center, or if the recipient refuses delivery, the carrier will dispose of the parcel directly. Hilar will not be liable for any losses resulting from the aforementioned circumstances.

Order Modifications and Cancellations

If you need to modify or cancel your order, we strongly recommend contacting [email protected]  or using our online chat as soon as possible after placing your order, as we process orders quickly! There may be instances where interception is not possible. Please carefully review your order details for accuracy before submitting your order during the ‘Order Review’ step at checkout.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Contact us at [email protected]  for questions related to refunds and returns.