Refund policy
REFUND POLICY
hisilo Refund Policy
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
Return Eligibility
To be eligible for a return, your item must:
- Be in the same condition in which it was received
- Be unused and free from damage caused after delivery
- Include all original tags, accessories, and packaging
- Include the receipt or other proof of purchase
Because many hisilo products are handcrafted ceramics, slight differences in glaze, color, texture, brushwork, shape, or kiln-fired finish are natural characteristics of handmade production and are not considered defects.
How to Request a Return
To begin a return, please contact us at:
Email: support@hisilo.com
Please include your order number and the reason for the return.
If your return is approved, we will provide a return shipping label when applicable, together with instructions explaining how and where to send your package.
Items returned without first requesting and receiving return authorization will not be accepted.
For any questions regarding returns, please contact support@hisilo.com.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
Contact us immediately if:
- The product is damaged during delivery
- The product is defective
- You receive the wrong item
- Any item is missing from your order
To help us review the issue, please provide your order number and clear photographs of the product, shipping box, internal protective packaging, and shipping label.
Once the issue has been reviewed, we will provide an appropriate solution, which may include a replacement, refund, or store credit.
Non-Returnable Items
Certain items cannot be returned, including:
- Custom-made or personalized products
- Special-order items
- Gift cards
- Final-sale items
- Products damaged through misuse, improper handling, accidental breakage, or failure to follow care instructions
Please contact us before submitting a return request if you are uncertain whether your item is eligible.
Exchanges
The fastest way to receive a different product is to return the original item.
Once the return has been approved, you may place a separate order for the replacement item.
European Union 14-Day Cooling-Off Period
For eligible orders delivered within the European Union, customers may have the right to cancel or return an order within 14 days of delivery, without providing a reason, subject to applicable law.
The item must be returned in the same condition in which it was received, unused, with all original packaging, accessories, and proof of purchase.
This statutory right does not apply to products that are exempt from cancellation under applicable consumer protection laws, including certain personalized or custom-made goods.
Refunds
We will notify you after we receive and inspect your returned item and confirm whether your refund has been approved.
If approved, the refund will be issued automatically to your original payment method within 10 business days.
Please note that your bank, card issuer, or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at: