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Return and Refund

All our returns must be made by logging-in to your Hilstor account, regardless of the delivery partner.

A return takes 7-14 business days (Mon-Fri). You will receive an email with confirmation of return and refund confirmation when your return is completed.

You register your return when you are logged in to your Hilstor account. Then pack the item securely so that it cannot be damaged during transport.

Remember to get receipt from delivery partner for your return. If you are missing a return label, you can print a new one on your Hilstor account.

Please check more details for the return policy at Terms and conditions

Hilstor Partner items must be returned as they were delivered. If they were delivered separately, they must be returned separately. If they come in the same package as your other items from Hilstor, they must be returned in the same package.

Return labels for Hilstor Partners' own warehouse will be sent in the package. Therefore, they look different from Hilstor's own. If you are missing a return label, you can print a new one on your Hilstor account.

You register your return when you are logged in to your Hilstor account. Then pack the item securely so that it cannot be damaged during transport.

Remember to get receipt from shipping partner for your return.

Please check more details for the return policy at Terms and conditions

If Your Item Is Defective Or Broken, Please Submit a Complaint.

To process your case, complete this form.

Please provide as many details about the error as possible so that we can process your complaint as quickly and efficiently as possible.

We will refund your money as soon as we have received and verified your return. It takes an average of 7-14 business days (Mon-Fri), from the time your return is sent to it being registered in our warehouse. You will receive an email confirming the registration and refund of the purchase amount. When paying by debit card, it only takes a few days before you receive your money.

Below you can see an overview of how many weekdays it is approx. takes, from the amount is refunded until your money appears in your account depending on the form of payment:

Payment card: 2-5 working days after we have registered the return. Check your account statement back to the date of purchase for the refund. With MasterCard, the amount will be visible after the next balance statement.

PayPal : 2-5 business days from receipt of the return. With PayPal, you decide for yourself whether the money should remain in your PayPal account or whether it should be transferred to your bank account.

Gift card : As soon as your return has been registered. The amount paid with gift cards will be immediately transferred to your Hilstor account, and you can see it under My gift cards and receivables.

Please check more details for the return policy at Terms and conditions

Hygiene product cannot be returned.

We do not accept returns of hygiene product, so you can be absolutely sure that you will get a hygiene product e.g. face masks that has never been used before.