can i return a product?​

Yes, although we are sorry that the purchased product did not satisfy your needs.

how do i return a product?​

1. FILL THE FORM*

Fill out the form you find here specifying the reason.

2. SEND THE BOX*

Make sure you store the products in their original packaging, put everything in a sealed box and ship it.

3. GET YOUR REFUND*

We will check the condition of the product and send you the refund.

* FILL IN THE FORM

Click here to fill in the form

In the field “ Reason ” select “ Damaged, Incorrect or Defective Product ” or “ Right of Withdrawal “;

Attach a photo or video of the anomaly in which we can understand exactly what the problem is;

*SHIP THE PACKAGE

Please keep the original box as they are mainly intimate hygiene items, it is essential to send the item in its original packaging. If the product includes several pieces, you must include them all in the return package.

*GET YOUR REFUND

All returned items which fall into the category: “ Damaged, Incorrect or Defective Product ” will be inspected and those that show signs of wear or incorrect use instead of a manufacturing defect may not be refunded. (eg a vibrator broke because it was submerged and was not waterproof).

If you want to use the right of withdrawal, you must contact HILO through this form within 14 days from the date of delivery of the package.

What is the deadline for returns?

  • Right of Withdrawal - If the product you received does not meet your expectations you have 14 days from the delivery date to let us know your your decision.
  • The Product is Defective - If the product you received stops working even though you have used it correctly, you can apply the warranty right. Each product sold by HILO is original and covered by a 2 year warranty.
  • The Product is Damaged or Wrong - If the product is damaged or incorrect you have 24 hours time to let us know your willingness to return the item.

Are there items that cannot be returned?

Yes, there are some products that cannot be returned. For hygiene reasons, the right of return cannot be satisfied in the following situations:

  • All sex toys, unless the item is found to be faulty or damaged and is still under warranty
  • Lingerie/underwear, which has been worn or where the hygiene seal, tags or labels have been damaged or removed
  • Condoms
  • Lubricants
  • Massage oils
  • Cosmetics or edibles where the safety seal has been broken
  • Items purchased as part of a set, but returned separately or as an incomplete set
In many occasions the products include batteries as gifts, if the batteries do not work, it does not mean that the product does not work. On some occasions it may happen that the batteries are flat and the sex toy needs new batteries, in this case the product cannot be returned.

Product warranty

All products sold by HILO are original and have a 2 year warranty from the date of purchase.
If the product deteriorates over time or breaks due to incorrect use by the user or if the item is tampered with, the guarantee cannot be applied. Any product returned because it is defective or damaged will be inspected to verify the truthfulness of the reason for the return. We suggest you register your product on the manufacturer's website, sometimes some brands offer a more extended warranty.

How long does it take to refund the money?

The refund is issued within 15 days from the date HILO receives the package. To refund your money we will be using the same payment method you selected at the time of purchase.

shipping costs for returns

The customer pays the shipping cost if the reason of return is "Right of Withdrawal".
If the product received is incorrect, damaged or defective, HILO will cover the shipping costs.
Note: Original shipping charges are non-refundable. Promotional codes cannot be refunded in cash.

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