Refund policy

Last Updated: June 17, 2026

At Hileton, we want you to shop with confidence. This Return & Refund Policy explains how returns, refunds, exchanges, and damaged or incorrect items are handled.

If you are not satisfied with your purchase, please review the policy below before requesting a return.

1. Return Window

You may request a return within 30 days of receiving your item.

Return requests made after 30 days from the delivery date will not be eligible for a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

  • The item must be unused, unworn, and in the same condition as received

  • The item must be returned in its original packaging

  • All tags, labels, accessories, and included parts must be intact

  • A valid proof of purchase, such as an order confirmation or receipt, is required

3. Non-Returnable Items

Items specifically marked as “Non-Returnable” at the time of purchase are not eligible for return.

We also reserve the right to refuse returns that do not meet the conditions listed in this policy.

4. Return Process

To initiate a return, please follow these steps:

  1. Contact us at hello@hileton.com with your order number and reason for return

  2. Our support team will review your request within 1–2 business days

  3. If your return request is approved, we will provide return instructions

  4. Approved returns should be mailed to the return address listed below or to the address provided in our return instructions

Return Address:
93 Atlantic Cir, Pittsburg, CA 94565, United States

Important:

  • Items returned without prior authorization may not be accepted

  • Please do not send returns directly to the manufacturer

  • Customers are responsible for ensuring the return package is shipped to the correct return address

  • We recommend keeping your return tracking number until your refund has been processed

5. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Customer Reason Returns

For returns due to customer reasons, including but not limited to wrong size, wrong color, changed mind, or no longer needed, the customer is responsible for the return shipping cost.

Original shipping fees, if any, are non-refundable.

Defective, Damaged, or Incorrect Items

If the item you received is defective, damaged, or incorrect, please contact us within 7 days of delivery with your order number and clear photos of the issue.

If the issue is confirmed to be caused by our error, we will provide a suitable resolution, which may include a replacement, refund, or prepaid return label, depending on the situation.

6. No Restocking Fee

We do not charge any restocking fee for eligible returns.

7. Refunds

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If your return is approved, the refund will be issued to the original payment method within 3–7 business days after inspection.

Please note that refund processing times may vary depending on your bank, card issuer, or payment provider.

8. Partial Refunds

Partial refunds may apply in certain situations, including but not limited to:

  • Items returned in used, worn, damaged, or incomplete condition for reasons not caused by us

  • Items missing original packaging, tags, labels, accessories, or included parts

  • Returns that do not fully meet the eligibility requirements of this policy

We will notify you if a partial refund applies.

9. Late or Missing Refunds

If you have not received your refund after it has been approved: please contact us at hello@hileton.com.

10. Exchanges

We only offer exchanges or replacements for items that are defective, damaged, or incorrect upon arrival.

To request an exchange or replacement, please contact us at hello@hileton.com within 7 days of delivery and include:

  • Your order number

  • A description of the issue

  • Clear photos showing the defect, damage, or incorrect item

Once we review your request, we will provide further instructions.

11. Damaged or Incorrect Items

Please inspect your order upon delivery.

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at hello@hileton.com.

We will review the issue and provide a suitable resolution, such as a replacement, refund, or other appropriate solution.

12. Return Shipment Responsibility

For customer reason returns, customers are responsible for safely shipping the item back to us.

For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for lost return shipments sent by the customer.

13. Contact Information

For any questions regarding returns, refunds, or exchanges, please contact us:

Brand Name: Hileton

Email Support: hello@hileton.com

Phone Contact: +1 297-610-1608

Return / Mailing Address: 93 Atlantic Cir, Pittsburg, CA 94565, United States

Support Hours: Monday – Saturday: 9:00 AM – 6:00 PM Pacific Time (PT)
Sunday: Closed