Refund policy

Satisfaction Returns & Refunds Policy

At HilanHaven, we prioritize your satisfaction. Should you find yourself dissatisfied with your purchase, we offer a comprehensive return policy. You are eligible to return the item for a complete refund within 30 days following its delivery date, provided the item remains in its unused state and retains its original packaging.

Initiating a Return

To begin the return process, please reach out to our dedicated Customer Support Team. Please note, return shipping costs to our headquarters in Australia will be your responsibility and are non-refundable. For your protection, consider opting for a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your return without it.

Upon receipt of the returned item, we will inform you via email. Subsequently, your refund will be processed, and a credit will automatically be issued to your credit card or the original payment method.

Order Cancellation Policy

For cancellations, get in touch with our Customer Support Team within 6 hours of placing your order. Orders enter a processing phase for 6 hours before being forwarded to our fulfillment facility for dispatch. Please be advised, all wholesale purchases are final, as outlined in our "Wholesale Pricing Guide."

Defective Product Policy

Should your product arrive defective, rest assured, we will replace it at no additional charge. We require a video submission to our Customer Support Team as evidence of the defect. For products rendered defective due to manufacturing flaws, a replacement will be sent out free of charge.

Incorrect Shipping Address

The accuracy of the shipping address is the customer's responsibility. Should an error occur, please notify our Customer Support Team within 6 hours of your order. We strive to process orders swiftly, thus there's a brief window to rectify an incorrect shipping address.

Lost or Stolen Packages

HilanHaven is not liable for packages reported as lost or stolen after confirmed delivery. If your package's tracking information indicates it has been delivered but you haven't received it, we recommend filing a claim with the relevant shipping carrier. For guidance on this process, our Customer Support Team is at your service.

International Shipping Fees

International customers are responsible for all associated shipping charges, including customs, duties, taxes, and any currency exchange fees. HilanHaven does not cover these expenses.