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Cancellations and changes

Cancelling an order

You can cancel an order for products purchased at no charge up to 72 hours before the installation date. If this timeframe is not complied with, a fee of $50 will be charged to cover our logistical costs incurred in preparing your order and transportation.

Changing an order

You can modify at no charge an order for products purchased; however, we cannot guarantee that any additional devices requested will be included if your order is already being processed.

If for any reason a device cannot be installed at the time of installation, it will be removed from your order. Your bill will be adjusted to reflect only the products installed (except in the case of products offered as a bonus). The price of certain products may also be adjusted if discounts were applied to your order based on the quantity you required.

If the number of devices to be installed is less than the minimum required to be eligible for Hilo’s smart home service, the order and installation will be cancelled.