Effective Date: November 3, 2024

At Hilaine, customer satisfaction is our top priority, and we stand by the quality of our products. We offer a 30-day guarantee, subject to the following terms and conditions. By purchasing from us, you agree to the following policy regarding refunds and returns.

1.⁠ ⁠Eligibility for Refund

1.1 Pre-Fulfillment Refunds

Refunds for orders canceled before fulfillment or shipping are granted at 80% of the purchase price due to non-refundable transaction fees and the processing work already performed by our ordering department, which begins immediately upon purchase.

1.2 Post-Fulfillment

Refund Requests Orders that have been fulfilled and have a tracking number applied are not eligible for immediate refunds. Customers who wish to request a refund after fulfillment must contact us at hello@hilaine.com. We will work together to explore the best possible resolution for your situation.

1.3 30-Day Guarantee

Customers may create a return or refund request up to 30 days from the date of purchase if the product is defective (refer to Section 3 for more information).

2.⁠ ⁠Partial Refunds & Shipping Costs Partial Refunds

Shipping Costs: Shipping fees are non-refundable, and return shipping fees are the responsibility of the customer unless the order is defective Section 3.2.

3.⁠ ⁠Non-Returnable and Non-Refundable Conditions

Items must be unworn, unwashed, unaltered, and returned in their original packaging—in the same condition in which they were received. To be eligible for a return, the item must also satisfy all other conditions outlined in this policy.

We cannot accept returns for items that have been worn, washed, modified, are missing their original packaging, or do not meet the other eligibility criteria outlined in this policy.

3.1 Shipped but Claimed Not Arrived

Refunds and returns are not available if the order has been shipped and the tracking show the parcel has been "Delivered". If a package does not arrive within 20 days of the shipment notification, customers must notify hello@hilaine.com within 5 business days of the 20th day (i.e., by day 27 post-shipment). We will work with the carrier to determine the issue and explore potential resolutions.

3.2 Non-defective items

Refunds and returns are only issued for items determined to be defective. An item will be considered defective if it exhibits any of the following issues:

• Incorrect color
• Presence of cuts, holes, or tears
• Broken back or shoulder hooks

Hilaine may request clear photographs of the product defect and the original packaging in which the item was received.

3.3 Items Purchased During Promotional or Sale Periods

Returns and refunds will not be accepted for items purchased during promotional a "Buy X Get Y Free" sales where X and Y refer to a number, unless the item is defective refer to Section 3.2.

Hilaine reserves the right to decline any refund requests for items that do not meet the above criteria.

In certain cases, customers may request a one-time reshipment of a single item for a flat fee of $10 or two items for $15, this charge is to cover the entire portion of the shipping cost, as we cover most of it in the first time order.

3.4 Non Eligible Items - Hygiene & Sanitary

Returns and refunds will not be accepted for hygiene and sanitary reasons, intimate items including bras, panties are non-returnable and non-refundable due to hygiene concerns and the potential for contamination or infection, unless they are found to be defective as described through Section 3.2.

We kindly ask customers to refer closely before placing an order for a hygiene and sanitary-sensitive product, as we cannot offer returns or exchanges for these due to incorrect sizing or buyer's remorse.

4.⁠ ⁠Returns & Refunds Process

4.1 Initiating a Return or Refund Request

Customers must initiate a request by contacting hello@hilaine.com within 30 days of purchase. Please provide:

Your order number. Proof of purchase. A detailed explanation of the reason for your request, our team will verify the eligibility of your return or refund request and process accordingly.

4.2 Review and Approval

Returns and refunds requests will be reviewed within 4-7 days. During this time, additional documentation may be requested.

4.3 Refund Issuance

Approved refunds will be issued to the original payment method within 3-7 business days of approval. Note that depending on your financial institution, additional time may be required for the funds to reflect on your account.

5.⁠ ⁠Return Shipping Responsibility

Customers are responsible for return shipping costs for physical returns. We recommend using a trackable shipping method to ensure safe receipt of delivery.

Damage During Transit: Hilaine is not liable for products damaged or lost in return transit. Customers should package items securely to avoid damage.

Our dedicated team will inspect the items, and if they are found to be in the required condition, a refund will be processed. You will be notified via email within 3 to 7 business days that the refund has been issued.

6.⁠ ⁠Non-Compliance with Policy

Hilaine reserves the right to deny refund requests that do not comply with this policy, including cases of abuse or suspected misuse of the refund terms.

By purchasing from Hilaine, customers agree to these terms. Hilaine reserves the right to amend this policy at any time. Changes will be posted on this page, and customers are responsible for reviewing the terms periodically.

For any questions or assistance, please contact us at hello@hilaine.com.

We’re here to help and ensure your satisfaction.