Refund policy

Return and Refund Policy

Returns
HILENON offers a 14-day return period. You have 14 days after receiving your order to contact us and request a return.

For change-of-mind returns under our store policy, items must be unused, in their original condition, with tags where applicable, and in their original packaging. Please provide your order number or proof of purchase. These conditions do not restrict your statutory consumer rights.

How to Request a Return
Email hello@hilenon.com with your order number and the items you wish to return.

We will provide return instructions and the correct return address. Please contact us before sending anything back. Do not send your return to the address printed on your shipping package unless we confirm it.

Return Shipping Costs
Customers are responsible for return shipping costs for change-of-mind returns. We recommend using tracked shipping and keeping proof of postage.

If your item arrives damaged, defective, or incorrect, HILENON will cover the necessary return shipping costs or arrange another appropriate solution.

Original delivery charges are non-refundable for change-of-mind returns unless required by applicable law.

Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival and contact hello@hilenon.com as soon as you discover a problem. Include your order number, a description of the issue, and photos where possible.

We will review the issue and arrange an appropriate repair, replacement, or refund. The 14-day change-of-mind return period does not limit your rights concerning faulty or incorrectly supplied goods.

Exceptions
Personalized or custom-made items are not eligible for change-of-mind returns unless required by applicable law. This does not affect your rights if an item is defective, damaged, or incorrect.

Sale items follow the same return conditions as full-price items. Gift cards are non-refundable except where required by law.

Exchanges
If you would like a different item, please contact us first. You may return your eligible item and place a separate order for the replacement.

European Union Right of Withdrawal
Where EU consumer withdrawal rights apply, you may cancel your purchase within 14 days of receiving your goods without giving a reason, subject to statutory exceptions.

To exercise this right, email hello@hilenon.com with a clear statement that you wish to withdraw from your purchase. You must send the goods back within 14 days after notifying us.

You may inspect the goods as you would in a shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. Original packaging is appreciated but is not a condition for exercising this statutory right.

You are responsible for the direct cost of returning goods unless we agree otherwise or the goods are faulty or incorrect.

For a valid withdrawal, we will refund the purchase price and standard outbound delivery costs within 14 calendar days of receiving your withdrawal notice. Additional costs for premium delivery are not refundable. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first.

Refunds
For returns under our store policy, we will notify you after receiving and inspecting your items. Approved refunds will be issued to your original payment method within 10 business days, unless a shorter legal deadline applies.

Your bank or payment provider may need additional time to display the refund. If you have not received it within 15 business days after our confirmation, contact hello@hilenon.com.

Contact
For all return and refund questions, email hello@hilenon.com.

This policy does not limit your rights under applicable consumer law. Mandatory consumer rights take precedence over this policy.