Refund policy

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day on which you, or a third party other than the carrier indicated by you, take physical possession of the goods. If several goods are delivered separately, the period begins on receipt of the last item.

To exercise your right of withdrawal, you must inform us (Hilja, owner Barbara Czarnowska, ul. Chmielna 73b, lok. 14, 00-801 Warszawa, Poland, email: hello@hilja.store) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory. You can also conveniently declare your withdrawal through our returns portal or your customer account; in that case we will send you an acknowledgement of receipt without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us (Hilja, ul. Chmielna 73b, lok. 14, 00-801 Warszawa, Poland) without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. We will bear the cost of returning the goods if they are damaged or defective. For other returns, you bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exclusion of the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

– To: Hilja, owner Barbara Czarnowska, ul. Chmielna 73b, lok. 14, 00-801 Warszawa, Poland, email: hello@hilja.store
– I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)
– Ordered on (*)/received on (*)
– Name of consumer(s)
– Address of consumer(s)
– Signature of consumer(s) (only if this form is notified on paper)
– Date

(*) Delete as appropriate.

Exchanges and refunds

If you would prefer a different item, you can also choose an exchange in our returns portal. We process refunds promptly; depending on your payment provider, it may take a few business days for the amount to appear in your account.

Large and bulky items

For large or bulky items (e.g. play tents, furniture, rugs), please contact us at hello@hilja.store before sending them back, so that we can arrange the return together.

Return shipping for these items is free only if the product is damaged or defective on arrival. If you return a large or bulky item for another reason, for example the size or the colour does not suit you, the cost of return shipping is paid by you. Please include photos of any damage when you contact us.