Returns and exchanges

You may exchange an item for another product of the same value or ask for a refund (which is applied based on the initial method of payment). The item must be returned unopened and in its original packaging within 30 days following the date of reception, and it must be accompanied by a sales receipt. Before proceeding with a return or exchange, please contact customer service, who will provide you with an MRA (merchandise return authorization) number.

If you are returning a device because it is defective or Hilo made a mistake when processing your order, the shipping charges are refundable and will be paid by Hilo. If you are returning a device because you changed your mind, the shipping charges are not refundable. If you use a return shipping label to return a device that is not eligible for free return shipping, the cost for shipping will be deducted from your refund.