At Hilya, we carefully inspect and pack every order before dispatch to ensure that you receive your products in good condition.
Due to the nature of our products and for hygiene and quality reasons, all purchases made through Hilya are non-returnable unless the product received is damaged, defective, or incorrect.
1. Damaged or Defective Products: if your order arrives with any damage or an issue, please get in touch with us promptly after delivery.
To help us understand and resolve the matter, we may ask you to share:
- Your order number
- Clear photographs of the product
- Photographs of the packaging
- A description of the issue
- Unboxing video, if available
Our team will review the issue and determine the appropriate resolution.
2. Wrong Product Received: If you receive a product that is different from the product you ordered, please contact us promptly with your order details and supporting photographs. After verification, we may provide an appropriate resolution, which may include replacement or another suitable solution.
3. Product Condition: Any approved replacement or resolution may be subject to verification of the product's condition. Products should not be used, washed, altered, damaged, or modified after delivery. Original packaging, tags, and other accessories should be retained where applicable.
4. Order Cancellation: Changed your mind? A quick message before processing begins is all it takes. Cancellation requests can be considered only while your order is still being processed. Once it has been dispatched, cancellation may no longer be available.
5. Refunds: Where a refund is approved by Hilya, the applicable refund amount will be processed using the available payment method or according to the applicable payment provider's procedures.
Note: Refunds are initiated from our end promptly, though the final credit to your account is subject to your bank or payment provider’s processing time.
6. Exchanges: Hilya does not offer exchanges for change of mind, personal preference, or other reasons unrelated to a damaged, defective, or incorrectly delivered product. Any replacement for a verified damaged, defective, or incorrect product will be handled at the discretion of Hilya after review.
7. Contact Us: Something not quite right with your order? If your piece arrives damaged, defective, or different from what you ordered, we’re here to make it right. Reach out to us through the contact details on our website. Please include your order number and relevant photographs so that our team can review your request. Hilya reserves the right to review each case individually and make the final decision regarding any eligible replacement, refund, or resolution.
8. No Returns: Once an order has been successfully placed and delivered, we do not accept returns for reasons such as:
- Change of mind
- Personal preference
- Color preference
- Size or style preference
- Ordered the wrong product
- Product no longer required
Any other reason not related to a damaged, defective, or incorrect product. Take a closer look at what makes this piece right for you before ordering.