Refund and Return Policy

Your Satisfaction, Guaranteed

At HLM Global LLC, we take great pride in the quality and presentation of our products. We are confident that you will love your purchase. However, we understand that sometimes an item may not meet your expectations, or an issue may arise. Our Refund and Return Policy is designed to be fair, transparent, and customer-centric, ensuring a resolution process that is as smooth and hassle-free as possible.

I. Our Satisfaction Commitment

We stand behind every product we sell. If you are not completely satisfied with your purchase, we are here to help. This policy outlines the conditions, timeframes, and processes for returns, exchanges, and refunds.

II. Return & Refund Eligibility

To be eligible for a return and refund, your item must meet the following criteria:

  • Timeframe: You must initiate a return request within 30 calendar days from the date you received the item(s).

  • Condition: The item must be unused, in its original condition, and in the original packaging. All tags, labels, and protective materials must be intact.

  • Proof of Purchase: You must provide your original order number or receipt.

Non-Returnable Items:

For health, safety, and hygiene reasons, the following items cannot be returned or refunded unless they arrive defective or damaged:

  • Opened or used garden supplies (e.g., gloves, tools, liquids like Camellia Oil or GT Blade Cleaner).

  • Personalized or custom-made items.

  • Items purchased as part of a final sale or clearance (these will be clearly marked on the product page).

Damaged or Defective Items:

If your item arrives damaged, defective, or incorrect, please contact us immediately (within 7 days of delivery). We will arrange for a replacement, return, or refund at no cost to you. Do not return damaged items without first contacting us for instructions. Photos of the damage/defect will be required to expedite the process.

III. Step-by-Step Return Process

To ensure your return is processed quickly and correctly, please follow these steps:

Step 1: Initiate a Return Request

  • Do not ship the item back to us without authorization.

  • Contact our Customer Service team at danny@hlmsg.com within the 30-day window.

  • Include in your email:

    • Your Order Number

    • Your Name

    • The product name and quantity you wish to return

    • The reason for the return (e.g., wrong size, changed mind, defective)

    • Photos of the item (especially if damaged/defective)

Step 2: Receive Authorization & Instructions

  • Our team will review your request and, if eligible, issue a Return Merchandise Authorization (RMA) Number and specific return instructions via email.

  • The RMA number must be clearly written on the outside of the return package. Returns received without an RMA number may be delayed or refused.

Step 3: Pack and Ship Your Return

  • Securely pack the item in its original packaging, if possible. Include all parts, accessories, and documentation.

  • Place the original packing slip or a note with your RMA number and order number inside the box.

  • Ship the package to the return address provided in your instructions. We recommend using a trackable and insured shipping service, as you are responsible for the item until it reaches our warehouse.

  • Important: Return shipping costs are the responsibility of the customer, except in cases where we sent the wrong item or it arrived damaged/defective (we will provide a prepaid return label in those instances).

Step 4: Our Processing & Your Refund

  • Once we receive and inspect your return, we will notify you via email.

    • If approved, your refund will be processed. The refund will be issued to your original method of payment (e.g., the credit card or digital wallet used for the purchase).

    • If not approved, we will contact you to explain why (e.g., item not in original condition, past the 30-day window) and discuss options, which may include returning the item to you at your cost.

IV. Refund Details

  • Timing: Please allow 7-10 business days for us to process your return after we receive it. Once processed, it may take an additional 5-10 business days for the refund to be posted to your original payment account, depending on your bank or card issuer’s policies.

  • Amount Refunded: You will be refunded the full purchase price of the returned item(s).

  • Deductions:

    • Original shipping charges are non-refundable, unless the return is due to our error (wrong/item defective).

    • You are responsible for the cost of return shipping (unless waived by us as noted above).

  • Sale Items: Sale items are eligible for a refund based on the sale price paid.

Exchange Policy

We currently do not offer direct exchanges. The most efficient process is to:

  1. Initiate a return for the item you wish to exchange as described above.

  2. Place a new order on our website for the desired item. This ensures you secure the new item immediately without waiting for the return to be fully processed first.

V. Cancellations & Modifications

  • Before Shipment: If you need to cancel or modify an order, contact us immediately at danny@hlmsg.com. If your order has not yet been processed for shipment, we will gladly cancel it and issue a full refund.

  • After Shipment: Once an order has shipped, it can no longer be cancelled. You may follow the standard return process upon receipt if eligible.

VI. International Returns

For customers outside the United States:

  • The same eligibility criteria (30 days, unused condition) apply.

  • You are responsible for all return shipping costs, customs duties, and taxes associated with the return shipment. These costs are non-refundable.

  • We recommend declaring the package as “Returned Merchandise” with a low value to minimize duties.

  • Refunds for international returns will be issued in US Dollars (USD). Any currency conversion fluctuations or fees are the responsibility of the customer.

VII. Non-Returnable Situations & Problem Solving

We aim for fairness. The following situations typically do not qualify for a return/refund, but we encourage you to contact us so we can try to find a solution:

  • Customer Remorse After Use: An item that has been used, installed, or altered.

  • Minor Cosmetic Variations: Natural variations in materials (e.g., wood grain on a trug, subtle color differences in fiberstone) are characteristics of the product, not defects.

  • Change of Mind After 30 Days.

Our Promise: Even in non-standard situations, our customer service team is empowered to listen and work towards a fair resolution. We value our relationship with you more than a single transaction.

VIII. FAQs on Returns & Refunds

Q1: How long does the whole return process take?
A: From the day you ship your return, please allow 2-3 weeks for us to receive, inspect, process, and for the refund to appear in your account.

Q2: I received a refund, but it’s for less than I paid. Why?
A: The most common reasons are: 1) Original shipping costs are non-refundable (unless it was our error). 2) Return shipping was deducted (if you paid for it and we did not provide a label). The refund email will detail any deductions.

Q3: What if I used a discount code or gift card on my order?
A: Refunds for orders with discount codes will be for the discounted price paid. Refunds for gift card purchases will be issued as store credit to a new gift card.

Q4: The item I want to return was a gift. How does that work?
A: The return must be initiated by the original purchaser (the gift giver) with the original order number. The refund will be issued to the original payment method. If you are a gift recipient without the order details, please contact the gift giver to initiate the return.

Q5: My package was lost in return transit. What now?
A: As the customer is responsible for the return shipment until it reaches us, we recommend always using a trackable and insured service. If a tracked package shows as lost, you will need to file a claim with the shipping carrier. We can assist by confirming we did not receive it.

Q6: Can I return an item to your physical address?
A: No. We are an e-commerce business, and our corporate address in Wyoming is not a retail location or warehouse. Returns must be sent only to the authorized warehouse address provided in your RMA instructions. Returns sent to our corporate address will be significantly delayed or lost.

IX. Contact for Return Assistance

For any questions about this policy or to initiate a return, please contact our dedicated support team:

Email: danny@hlmsg.com
Subject Line: “Return Request: Order #[Your Order Number]”

We are committed to resolving any issues promptly and to your satisfaction. Thank you for trusting HLM Global LLC.