CANCELLATION & REFUND POLICY

Last updated: October 16, 2026

At HILDORS, we aim to provide a clear and fair shopping experience. This policy explains how cancellations, returns, and refunds are handled for products purchased or pre-ordered through our official website, www.hildors.com.

If you have any questions or need assistance, please contact us at support@marketing.hildors.com.

1. Pre-orders and Order Cancellations

Certain HILDORS products are currently available for pre-order, with shipping expected to begin in mid-November 2026.

Customers may request to cancel their orders at any time before shipment.

For orders canceled before shipment, we will issue a full refund, including any shipping fees paid.

If an order cannot be shipped within the stated timeframe, we will notify the customer and provide an updated shipping estimate where possible. Customers may choose to accept the revised schedule or cancel the unshipped order for a full refund, in accordance with applicable law.

2. Returns After Delivery

We offer a 14-day return request period for products purchased directly from our official website.

If you wish to return a product, please contact us within 14 days of receiving your order.

To initiate a return, email support@marketing.hildors.com with your order number, contact information, and a brief description of your request.

Our customer support team will review your request and provide return instructions or an appropriate alternative resolution.

We do not currently publish a general return shipping address. Where a physical return is required, we will provide the appropriate return arrangements.

If a physical return cannot reasonably be arranged, we will work with the customer to provide an appropriate resolution, which may include a refund without requiring the product to be returned.

Nothing in this policy limits any mandatory return, cancellation, or withdrawal rights under applicable consumer protection laws.

3. Return Conditions

For change-of-mind returns, customers are requested to handle products with reasonable care and, where possible, include the original accessories, manuals, and packaging.

Customers may inspect products to determine their nature, characteristics, and functionality.

Where permitted by law, a refund may be reduced to reflect any diminished value resulting from handling beyond what is reasonably necessary to inspect the product.

Original packaging is recommended to protect products during transportation but is not an absolute condition for exercising statutory consumer rights.

4. Return Shipping Costs

For change-of-mind returns, customers may be responsible for reasonable return shipping costs where permitted by applicable law and disclosed before purchase.

Where a product is defective, damaged, incorrectly supplied, or otherwise does not meet applicable consumer guarantees, HILDORS will provide an appropriate remedy and cover return shipping costs where required by law.

Please contact our customer support team before arranging return shipping so that we can provide suitable instructions.

Any applicable statutory rights concerning delivery charges and return costs will be respected.

5. Damaged, Defective, or Incorrect Products

If your order arrives damaged, contains an incorrect item, or experiences a product-related issue, please contact us as soon as reasonably possible.

Please provide your order number, a description of the issue, and relevant photographs or videos where available.

We will review the information and work with you to determine an appropriate solution.

Depending on the circumstances and applicable law, remedies may include troubleshooting, repair, replacement, a partial refund, or a full refund.

We may request reasonable additional information to understand the issue, but we will not restrict any mandatory consumer rights.

6. Refund Processing

Approved refunds will generally be issued to the original payment method.

For eligible cancellations before shipment, we aim to initiate refunds within 5 business days of confirming the cancellation, or sooner where required by law.

For returns after delivery, refunds will be processed within the timeframe required by applicable consumer protection laws.

Where legally permitted and a physical return has been arranged, we may wait until the returned product is received or the customer provides acceptable evidence of return shipment before issuing the refund.

If a refund is agreed without requiring a physical return, we will process it without unnecessary delay.

Once a refund has been issued, additional time may be required for the funds to appear in your account, depending on your bank or payment provider.

7. Non-Refundable Charges and Exceptions

Any deductions or exclusions from refunds will apply only where permitted by applicable law and disclosed as required.

For eligible statutory withdrawal requests, applicable standard outbound delivery charges will be refunded where required by law.

Additional services or charges will be assessed based on the circumstances of the order and the customer's applicable legal rights.

This policy does not exclude or limit statutory rights relating to defective products, incorrect items, undelivered orders, or other mandatory consumer protections.

8. How to Request a Cancellation or Refund

To request an order cancellation, return, or refund, please contact:

Email: support@marketing.hildors.com

Please include:

• Your order number.

• The email address used when placing the order.

• A brief description of your request.

Our customer support team will review your request and provide the next steps.

Please do not send products to our business address or an unconfirmed return location without receiving return instructions.

9. Applicable Consumer Rights

This policy applies to purchases and pre-orders placed through our official website.

Customers may have additional rights under the consumer protection laws of their country or region.

For example, consumers in the European Union and United Kingdom generally have a statutory 14-day withdrawal period for eligible online purchases, subject to applicable exceptions.

If any provision of this policy conflicts with mandatory applicable consumer protection laws, those legal requirements will take precedence.

10. Contact Us

For any questions regarding cancellations, returns, refunds, or order-related issues, please contact:

HILDORS Customer Support

Email: support@marketing.hildors.com

Website: www.hildors.com

We are committed to reviewing customer concerns fairly and providing appropriate assistance.

Thank you for shopping with HILDORS.