Refund policy
Welcome to HillKart Shillong. We are committed to providing quality products and a smooth shopping experience for all our customers. Please read our Returns, Refunds, and Order Policy carefully before placing an order.
Order Confirmation
All orders placed through our website are subject to verification and acceptance. Once an order is successfully placed, customers will receive an order confirmation. HillKart Shillong reserves the right to cancel or refuse any order in cases of suspected fraud, incorrect pricing, stock unavailability, or other unforeseen circumstances.
Quality Assurance
Every product is carefully inspected and quality-checked before it is packed and shipped. We strive to ensure that all items reach our customers in excellent condition and exactly as described on our website.
Returns & Exchanges
As we operate through a reseller and fulfillment model, returns and exchanges are accepted only under specific circumstances.
Customers may request a return or exchange if:
The wrong product was delivered.
The wrong size was delivered compared to the order placed.
The product arrived damaged or defective.
The product received is significantly different from the product ordered.
Returns or exchanges will not be accepted for:
Change of mind after delivery.
Incorrect size selection made by the customer.
Normal variations in color due to screen or lighting differences.
Minor packaging damage that does not affect the product.
Products that have been used, worn, washed, altered, or damaged by the customer.
Mandatory Unboxing Video Requirement
To protect both customers and our business from fraudulent claims, a complete 360-degree unboxing video is required for all return or exchange requests.
The video must:
Start before opening the package.
Clearly show the shipping label and package condition.
Show the package being opened from all sides.
Clearly display the product received.
Be recorded in a single continuous video without cuts or edits.
Claims submitted without a valid unboxing video may be rejected.
How to Request a Return or Exchange
If you receive a damaged, incorrect, or defective item, please contact us within 24 hours of delivery.
To submit a request:
Visit our Contact Us page.
Provide your order number.
Describe the issue clearly.
Attach photographs of the product.
Attach the complete 360-degree unboxing video.
Our support team will review the request and respond as soon as possible.
Approval Process
Once your request is received, our team will verify the information provided. If the claim is found to be valid, we will arrange an appropriate solution, which may include:
Product replacement.
Size replacement (if the incorrect size was shipped).
Exchange for the correct product.
Refund, where applicable and approved.
HillKart Shillong reserves the right to approve or reject any return request based on the evidence submitted.
Refund Policy
Approved refunds, if applicable, will be processed to the original payment method or through another mutually agreed method. Refund processing times may vary depending on payment providers and banking institutions.
Shipping charges, if any, are generally non-refundable unless the error was caused by HillKart Shillong.