Refund policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.
To start a return, you can contact us at shopify@hilu.co. Please note that returns will need to be sent to the following address:  Hiluco (Filip Humaj), Herlianska 4, 82102, Bratislava, Slovakia, Europe

Note that the cost of return shipping is the responsibility of the customer and will be deducted from any applicable refunds. For more details on these fees for your specific order, contact shopify@hilu.co, as each order is different based on location and items purchased. If your item is returned for any other reason than the one specified, it will not be accepted for return.

Once your return is properly packaged and labeled, please drop it off at the corresponding carrier or schedule a pick-up directly from the carrier. Please allow up to 7 business days for your return to be inspected and processed. Delivery dates may vary depending on where you are shipping from. 

Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at shopify@hilu.co.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like downloadable goods, custom products (such as special orders or personalized items). 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.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused and in its original packaging.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at shopify@hilu.co.