Refund Policy

At hailiora, we are committed to delivering high-quality products and a reliable customer experience. Please review this policy carefully before placing an order, as it outlines the conditions under which returns, refunds, and exchanges are accepted.

30-Day Guarantee

We offer a 30-day guarantee from the date of delivery. Return, refund, or exchange requests must be submitted within this timeframe and are subject to approval based on eligibility criteria outlined below.

All requests must be submitted through our Contact Us page.

Order Cancellations

Orders may be modified or cancelled within 24 hours of purchase. After this period, orders may already be in processing or transit and cannot be cancelled.

Approved cancellations within 24 hours will be refunded within 10 business days.

-subject to change-

Returns & Exchanges Eligibility

Returns and exchanges are accepted only when an eligible reason is provided, along with verifiable proof (such as clear photos or videos).

Eligible reasons include:

  • Item received damaged or defective

  • Incorrect item received

  • Item significantly different from the product description

  • product doesn't meet expectations 

All requests are reviewed on a case-by-case basis and must be approved before returning any item.

Return Conditions

To qualify for a return or exchange:

  • Requests must be made within 30 days of delivery

  • Items must be unused, unworn, and in original packaging 

  • Proof of the issue must be provided, or reason. Whichever applicable 

  • Return authorization must be granted prior to shipment

We do not accept returns or issue refunds for:

  • Used, worn, altered, or washed items

  • Damage caused by misuse, improper handling, or normal wear and tear

  • Items returned without authorization

  • Requests submitted outside the 30-day period

Hailiora reserves the right to apply a restocking fee of up to 25% for approved non-defective returns.

Return Shipping

Customers are responsible for return shipping costs, unless the return is due to a confirmed defect or damage upon arrival. 

Original shipping fees are non-refundable.

Refund Processing

Once a return is received, inspection may take up to 10 business days.

If approved, refunds may take up to 40 business days to appear, depending on your payment provider or financial institution.

Refunds are issued in the original currency used at checkout. Customers are responsible for any currency conversion fees, exchange rate differences, or international transaction charges.

Damaged or Defective Items

If your item arrives damaged or defective, you must notify us within 48 hours of delivery. Exclusions apply, all requests are reviewed on a case-by-case basis. 

To report a damaged item:

  • Submit a request via our Contact Us page

  • Provide clear photographic or video evidence

Packaging damage alone does not qualify as product damage if the item itself remains intact.

Items damaged through normal use, wear and tear, or misuse are not eligible for refunds or replacements.

Product Use & Safety

Customers are responsible for using products according to provided instructions and safety guidelines.

Hailiora is not liable for damage, injury, or dissatisfaction caused by improper use. Any refunds or replacements related to misuse are issued at our sole discretion.

If discomfort or issues arise, discontinue use immediately and contact us through our Contact Us page.

Shipping & Delivery Disclaimer

Hailiora is not responsible for delays caused by shipping carriers, customs processing, weather conditions, or other factors beyond our control.

We are not responsible for lost, stolen, or delayed packages once handed over to the courier. Delivery-related concerns should be addressed directly with the shipping carrier. if you feel we can do something to help, don't hesitate to contact us. 

International & Consumer Rights Notice

Nothing in this policy limits or excludes consumer rights that may apply under mandatory local laws in your country of residence, including applicable consumer protection legislation within the European Union or United Kingdom.

Policy Updates

Hailiora reserves the right to update or modify this policy at any time. Changes take effect immediately upon posting.