How do I return, exchange an item? | Comment retourner un item?

Returns Policy

VERSION FRANCAISE DISPONIBLE EN CLIQUANT ICI

Any return request must be recorded within 30 days (including holidays) of delivery of your shipment (including gifts) or before December 23 of the purchase year, whichever is sooner. You may return any items to hiilz.com, after obtaining permission to. Once you have the permission to return your purchase, you must send us the tracking number of your shipment no later than 7 days from the date that your return permission was granted (including weekends and holydays). Your return shipment must have been delivered to the carrier within those 7 days. We'll also refund the return shipping cost, if the return is a result of our error. Please note that we cannot accept the return of items that looked to have been used or a return request received more than 30 days past delivery or after December 23 of the year of purchase. The return items must not have been used and must be in new condition (means: in a "just out of the factory" condition) with complete original packaging and accessories. Returned items, and their packing carton, must not look like they have been opened. The idea is that the returned item must look like it has never left our warehouses. Moreover, some of our items may carry a restocking fee, which will be deducted from your refund should you wish to make a return. We can only process returns and refunds for items that have been provided, sold, fulfilled and shipped by hiilz. Items provided by third parties must follow that third party own policies; refer to their policies.


Replacement Defective Items : Exchange
hiilz can replace or exchange items only if you received them defective. Damage items: refer to section: Replacement of Damaged Items.

If you received a faulty item and need to exchange it for the same item, you have 7 days (including holidays) to request a replacement, from the reception date. Any exchange request must have been recorded before December 23 of the purchase year. You will need to tell us in details what the defect is. If you would like to exchange an item for a different one, please return the original item (you will be credited once we receive the item) and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order. Please note that it takes us 3 to 5 business days to process returns once they arrive at our Returns Center.

Replacement of Damaged Items
All items purchased from hiilz are made pursuant to a shipment contract. This means that the risk of loss and damage for such items pass to you upon our delivery to the carrier (EXW incoterms 2010). Upon obtaining the package, inspect the package immediately and report, right away & before the carrier agent, any defect or irregularity to the carrier. Express small packages carriers often automatically insure small packages up to a maximum value (refer to their policies). We suggest you should always insure your packages.

Refunds
We'll notify you of your refund via e-mail after we've received and processed the returned item.
A refund request must be received no more than 30 days past delivery OR BEFORE December 24 of the year of purchase. Otherwise, no refund can be carried out. Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error: handling charges up to 50% of item's price will be charged to you. All shipping & handling costs and brokerage fees are non-refundable. Some products may be offered with free shipping. Please be aware that if you return one of these products our outbound shipping costs will be deducted from your return refund. Moreover, some of our items carry a restocking fee which will be deducted from your refund should you wish to make a return. Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy, where roundtrip shipping costs will be deducted from your refund.

Delay to receiving a Refund
We'll request a refund after we receive and process your return.
For items directed to our Returns Center, expect your refund within 4 weeks of giving your package to the return carrier (though in many cases you'll receive the refund sooner).
This time period includes:
5 to 10 business days for us to receive your return from the carrier;
3 to 5 business days for us to process your return;
The time it takes your bank to process our refund request (see below for specific guidelines).
We'll notify you via e-mail of your refund once we've received and processed the returned item.
If the return and refund do not appear in Your Account within 4 weeks from the day you sent us your return, please contact us for help.

Returning a Gift?
If the item was marked as a gift when purchased and was shipped directly to you, you'll receive a gift certificate for the value of your return, less our incurred fees as previously described.

Did You Use a Promotional Code or Certificate?
If you paid for all or part of an item, you want to return, with a promotional coupon or code and the code has not expired, the coupon or code will be available to use the next time you place an order at hiilz.com. Please note, however, that the original expiration date still applies.

Lost Your Packing Slip?
If you ordered an item that you want to return but can't find the packing slip or the invoice, you can still return it. You will be asked to select the relevant order from Your Account. If you want to return an item that was given to you as a gift, you can also return it. However, you will first need to ask the person who purchased the gift to provide the order number.