Return policy

If for any reason you are not satisfied with your order, please contact us. At Hilltz, we are committed to ensuring our customers are 100% satisfied with the products purchased from our suppliers. If something isn’t right, don’t hesitate to get in touch so we can assist you as quickly as possible.

How to Return (Part of) Your Order

You have the right to return your product for any reason within 30 days of receipt. We will refund the full purchase amount within five business days after receiving the returned item. Please note: return shipping costs are non-refundable.

Follow these steps to return your item(s):

1. Send an email to contact@hilltz.com stating that you wish to return all or part of your order.

2. Wait for a reply from our customer service team confirming whether we can accept your return.

3. If approved, carefully and securely package the product, preferably in the original packaging.

4. Send the package to the return address provided by our customer service.

5. Share the tracking number with our support team.

6. Once we receive and inspect the package, we will refund the returned items via your original payment method.

Returns

You may return an item within 30 calendar days of the delivery date.

The item must be unused, in the same condition in which you received it, and in the original packaging.

Please contact us before returning anything, as the return address may vary depending on where your order originated.

Order Cancellation

Unfortunately, order cancellations are not possible. Our system processes orders immediately, and we cannot cancel them after placement.

Damaged Items on Delivery

We’re sorry! Occasionally, items may arrive damaged during shipping. If you receive a damaged or incorrect item, contact us within 30 days of receipt. After this period, returns are no longer accepted.

To help us resolve the issue quickly, please email us a photo clearly showing the damaged part of the item. Ideally, this should be on a flat surface with both the damage and the product label visible.

We offer a one-time free replacement for damaged products. Refunds are not available in these cases. If the replacement also arrives damaged, we will refund the full purchase amount.

For questions about damaged products, contact us at contact@hilltz.com

Product Defects After Use

That's frustrating! Sometimes a manufacturing defect may occur over time. This refers to a flaw that causes the product to stop functioning properly and no longer meet the manufacturer’s standards.

Please note: wear and tear is not considered a defect. The following are considered normal wear parts and are not covered:

• Drive belts

• Batteries

• Brake pads/discs, brake shoes, brake drums

• Chains, lights, sprockets, tires, and inner tubes

• Moving parts in general

If you suspect a defect, contact us at contact@hilltz.com

Incorrect Item Delivered

We do our best to process orders accurately, but mistakes can happen. If you receive the wrong product, we will, of course, send the correct one at no additional cost.

For assistance, contact us at contact@hilltz.com

Missed Delivery or Postal Pickup

If a parcel is delivered to your home or a postal pickup point, Hilltz covers the delivery cost. If the package is refused or not picked up, it will be returned to the supplier. In such cases, we reserve the right to deduct 100% of the order value from your refund.

Refused or Uncollected Parcels

If you refuse delivery or fail to collect the parcel, you are not entitled to a refund. Customers must follow our return policy before sending items back. Uncollected or refused shipments are not eligible for a refund of the order or shipping fees.

Damaged Item?

We’re truly sorry your product arrived damaged. We’ll happily send a one-time free replacement, but refunds are not available for first-time damages. If the second package is also defective, we will issue a full refund.

Lost Package?

If a package is lost or undeliverable due to logistics, we will always send a new package first before applying our refund or return policy.

Import Duties

In rare cases, customs may inspect your package. Unfortunately, we cannot influence customs procedures or the law changes effective from July 1, 2021. Occasionally, customs may charge a small import fee. However, in 99% of cases, no charges apply.

If you are charged, please contact us.