Refund policy

HiLo Return Policy

At HiLo, we strive to ensure your satisfaction with every purchase. If you are not completely satisfied with your order, we are happy to offer returns under the following conditions:

1. Return Eligibility

• Returns are accepted within 14 days of the purchase date.

• The item must be in new, unused, and resalable condition (unopened bag/original packaging).

• Non-returnable items include: Gift cards, Sale items, and Custom or personalized products.
  

2. How to Make a Return

• To initiate a return, please contact our Customer Service team at hiloroasters@gmail.com or through our website’s contact form, and include:

  • Your order number

  • The reason for return

  • A photo of the item (if necessary)

• Once approved, you will receive a Return Authorization and return instructions.

3. Return Shipping

• You will be responsible for the shipping costs of returning the product, unless the return is due to an error on our part (e.g., defective or incorrect items).

• We recommend using a trackable shipping service for your return to ensure the item arrives safely.

4. Refunds

• Once we receive and inspect your returned item, we will process your refund to the original payment method.

• Please allow 5-10 business days for the refund to appear on your account, depending on your payment provider.

5. Exchanges

• If you wish to exchange an item, please return the original item following our return process and place a new order for the desired product.

6. Damaged or Defective Items

• If you receive a damaged or defective item, please contact us immediately. We will offer a full refund or send a replacement at no additional cost.

7. Contact Us

If you have any questions regarding our return policy or need assistance with a return, don’t hesitate to reach out.

• Email: hello@hiloroasters.com
  

Thank you for shopping with HiLo!