ELIGIBILITY
We accept returns of items that arrive damaged, defective, or incorrect within 7 days of delivery. To qualify:
- The item must be unused and in its original packaging.
- The return must be requested within 7 days of the delivery date shown on your order.
- You must provide your order number and photos of the item's condition.
We do not accept returns of opened cosmetics unless the product is faulty — this is a health and hygiene requirement for personal-care products, not a Hilaac-specific restriction.
HOW TO REQUEST A RETURN
In the Hilaac app: go to Profile → My Orders, open the delivered order, and select Return Request. Describe the issue and attach photos — you'll be able to track the status under My Returns.
You can also start a return by emailing orders@hilaaccosmetics.ke with your order number and photos, or through the in-app Support Centre.
REVIEW & OUTCOME
Our team reviews each return request against the photos and reason provided. You'll be notified in-app once a decision is made:
- Approved — a refund is issued for the approved amount.
- Rejected — we'll explain why, and the order remains as delivered.
REFUND TIMING
Approved refunds are processed within 5–10 business days to your original payment method (M-Pesa or card, matching how you paid). Refund timing after that point depends on your bank or mobile money provider's own processing time.
REPLACEMENTS & STORE CREDIT
If a product you receive does not match its description or is of unsatisfactory quality, contact us immediately — we will provide a replacement, refund, or store credit as appropriate, at our discretion based on stock availability and the nature of the issue.
WHAT'S NOT COVERED
- Change-of-mind returns on opened or used cosmetics.
- Items returned outside the 7-day window without prior arrangement.
- Items lost or damaged during a customer-initiated return shipment.
ORDER CANCELLATION
Orders can be cancelled before dispatch from the app under My Orders. Once an order has been dispatched for delivery, it can no longer be cancelled and follows the return process above instead.