Returns
Return :
At HILA, we understand that sometimes a product may not meet your expectations or needs. That's why we have a comprehensive return policy in place to ensure your satisfaction.
Our return policy allows you to return any unused and unopened product within 30 days of purchase for a full refund. We believe in the quality of our skincare products and want you to be completely satisfied with your purchase.
To initiate a return, simply contact our customer service team within 30 days of receiving your order. They will provide you with a return authorization number and guide you through the return process.
Please note that we can only accept returns for products that are in their original condition, with all packaging intact. We cannot accept returns for products that have been used or opened, as we prioritize the safety and well-being of our customers.
Once we receive your returned product, our team will inspect it to ensure it meets our return policy criteria. If everything is in order, we will issue a refund to your original form of payment within 5-7 business days.
Exchange/Replace :
If you received a damaged or defective product, please contact our customer service team immediately. We will arrange for a replacement or refund, depending on your preference.
For international orders, please be aware that return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method to ensure the safe return of the product.
If you have any questions or concerns about our return policy, please don't hesitate to reach out to our customer service team. We are here to assist you and ensure your satisfaction with our skincare products.
Document request from shipping carrier
For international shipping, different countries have their own rules for customs clearance. You'll need to give DHL any documents they ask for to help clear customs when requested.
Keep in mind that if you don't send the documents on time, your package might be discarded (thrown away), and you won't be able to get a refund.
It's important to follow your country's customs rules. We cannot be held responsible for failed deliveries resulting from customer negligence.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
Products from Clearance Sale are not eligible for return, exchange or refund.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
