30 Day Money Back Return Policy

At  Hilo Lilo we stand behind our products! That is why we offer a 30 Day Money Back Policy for select products.
Only the products which are explicitly advertised in their product listings as qualifying for a 30 day change of mind return, purchased at hilolilo.com.au (and not any other reseller or platform) are able to be returned for change of mind purposes under this policy. All returns are subject to the  Hilo Lilo Terms and Conditions
You can contact us within 30 days of the date noted on your invoice and organise to return the Product and receive either a store credit or refund of the purchase price of Your Product (excluding initial delivery charges and less a delivery expense we incurred if the item was advertised as “free delivery”, to be confirmed by Hilo Lilo prior to the refund or store credit being processed).
Whilst change of mind returns are available for specific products, for all other products, change of mind returns are not permitted.
To qualify to return an item under this Policy, Products must be in original unopened and unmarked packaging, along with all included accessories and manuals, be in new pristine condition suitable for resale, and must not be damaged or used in any way by the customer during the time the item is in the customer’s possession.
In order to organise a return under the 30 Day Money Back Return Policy You must notify  Hilo Lilo via email or phone within 30 days of the date noted on the invoice of Your Product and request a return under this Policy. You must comply with the directions of Hilo Lilo staff in order for the return to be effected.

• The Product must be returned to Hilo Lilo within 10 calendar days of Your request to return Your Product under this Policy being approved by Hilo Lilo .
• You must return the Products for which You are seeking a store credit or refund at Your own cost and You must comply with the directions for returning the Product that Hilo Lilo staff provide to You. You will remain responsible for the goods until such time as they are received at the address supplied by Hilo Lilo staff.  Hilo Lilo will accept no liability for any loss or damage which may occur during transit.
• After receiving the returned Product, Hilo Lilo will as soon as practicable assess the returned product and issue a store credit or refund as soon and You will be provided with an e-mail acknowledgement of the same.
• Should Your Product be returned in a condition which Hilo Lilo staff deem to be in breach of the 30 Day Money Back Guarantee Policy, You will be required to pay the shipping costs for its return to you or arrange collection within 7 days of being notified of  Hilo Lilo staff’s determination.
• Hilo Lilo reserves the right to make changes to this Returns Policy without notice or delete it its entirety at its sole discretion.

Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and product support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.

Minor and major faults, short or long-term failure:

The Company guarantees to the purchaser that the goods will be free from defects caused by faulty materials or poor workmanship for a reasonable period of time based on the product’s value and intended purpose(i.e, generally no longer than 12 months from the date of purchase for domestic use, unless it is reasonably expected to be a longer period of time) and for a period no longer than 90 calendar days from the date of purchase for commercial use unless otherwise stated in the listing or advertisement at the time of purchase. This warranty does not cover minor accessories or attachments or consumable parts, including but not limited to, chainsaw chains, pull starts, cutting blades or discs, instrument strings, product bags and cases, and carry straps etc. Examination by the company of such goods (or photos of the faulty goods if requested) shall disclose to its satisfaction that such defects exist and have not been caused by misuse, neglect, accident, improper storage, installation or handling, other incorrect or lack of proper maintenance, opening cartons with blades, or by repair or alteration not affected by the company. 

Defects and failures not covered by warranty include, but are not limited to:

• Damage due to user misuse or use in a manner contrary to the operating instructions
• Damage resulting from the item being used in a manner other than originally intended as advertised
• Improper or neglected maintenance including oiling and cleaning where required
• Improper storage or neglect to properly prepare the item for storage
• Exposing products to the elements where the product advertisement does not specifically state that the product is weatherised or can be left outdoors 
• The user’s inability to properly use the item,
• Storm or wind damage to items which have not been correctly installed or adequately secured
• Failure due to improper user installation or assembly
• Damage caused when assembling, tuning, or adjusting the product
• Dismantling or modifications carried out to the product without obtaining prior written approval from us.
• Cuts and scratches etc such as those caused by opening packaging with blades or knives
• Items sold as ex-demo, or used unless otherwise stated in the advertisement at time of sale
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• Items, parts, and accessories not covered by warranty include, but are not limited to:

• Carry and storage bags and straps supplied as an accessory to the main product
• Instrument strings and minor accessories
• Free gift or bonus items supplied with the main product

Conditions for warranty under short-term or long-term failure:

• Warranty claims must be made within a reasonable period of time of the defect being discovered
• The product must not be used after any problem or defect is detected, failing which, all guarantees and warranties applicable to that product or part will be rendered void.
• Warranty claims are limited to the original warranty period from the date of purchase
• All warranties only apply to the original purchaser, and are not transferable
• The Company may require pictures of, or return of the faulty/damaged item(s) or parts
• Re-delivery of the repaired item or replacement parts will be at the cost of The Company where the warranty claim is found to be a legitimate claim under the terms of this warranty
• The Australian Consumer Law provides certain guarantees to consumers when they purchase goods and these guarantees cannot be excluded, restricted or modified. These consumer guarantees are different to, and separate from, this warranty, which is given voluntarily by the Warrantor. The time limit of consumer guarantees varies depending on the price and quality of the goods and may extend beyond this warranty or any applicable warranty provided by the manufacturer of the goods.
• On occasion The Company may supply a full or partial refund as compensation for item damage, failure, or restricted function, subject to this being permitted under Australian Consumer Law, and agreed to between The Company and the Purchaser.
• Unless otherwise stated in the advertisement this warranty does not apply to items sold as ex-demo, or used.

DOA: Faulty or damaged on arrival warranty claims:

This provision is an extension of the regular warranty condition for ‘Product Failure’ as described above and covers items damaged in transit, missing parts, partial delivery, or items having existing defects on delivery.

• Claims under this provision will only be accepted within a reasonable period of time from the date of delivery (usually 7 calendar days)
• The buyer must inform The Company by email or in writing within the reasonable period after delivery of the item being received in a damaged on arrival state.
• Cuts and scratches to the product caused by opening cartons with blades etc are not covered under warranty
• Unless otherwise stated in the advertisement this clause does not apply to items sold as ex-demo, or used

Returning items where requested by The Company:

• When required by The Company, goods may need to be returned to The Company to affect the warranty.
• No refunds or replacements will be issued prior to the returned goods or parts being received by The Company
• Goods must be returned using the freight method agreed to by The Company and the Customer which will be determined according to the product and product location. Items must be disassembled and packed to their original delivery state
• Return freight costs will not apply to goods found to be in working order or where the fault is other than originally described by the customer in the course of making the original warranty claim
• Items must be authorised for return by The Company prior to the goods being returned. The Company will issue the customer a ‘Return Authority’ number (RA) which must be included with the returned item
• All returned goods must arrive back with The Company as soon as reasonably possible from the date the RA was issued
• In cases where the goods or parts must be returned to The Company for assessment and these goods or parts can be easily returned, Purchaser is to arrange return of goods using The Company’s approved freight delivery method at the purchaser’s expense and The company will reimburse the Purchaser reasonable return postage costs if the Company confirms that the product or part returned is faulty.
• If no fault is found, or products or parts exhibit signs of physical damage, or neglect, the Purchaser will be responsible for reimbursing The Company the shipping costs to and from the Purchaser, and inspections costs equating to $60.00 per hour, on a pro rata basis, relating to the time spent inspecting and checking the product or part returned.
• If a product is too large or too heavy and the Purchaser did not pick up the product from the Company’s premises, The Company will arrange for it to be returned to the Company at its expense, for inspection, within a reasonable period of time after being informed that a fault exists. Should no fault be found with the returned item or part, the Purchaser will be required to reimburse the company all shipping costs to and from the Purchaser, and inspections costs equating to $60.00 per hour, on a pro rata basis, relating to the time spent inspecting and checking the product or part returned.
• The Company may require up to 14 days after receiving the returned item to asses and/or repair the problem prior to initiating any return or refund

Force Majeure

The company reserves the right to cancel, vary or suspend the operation or contract of sales if events occur which are in the nature of force majeure including (and without prejudice to the generality of the foregoing) fire, floods, storm, technical failure, plant breakdown, strikes, lock-outs, riots, hostilities, non-availability of materials or supplies or any other event outside the control of the company and the the company shall not be held liable for any breach of contract resulting from such event.

Australian Consumer Rights

Consumer guarantees apply under the Australian Consumer Law. Nothing in these Terms and Conditions excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at http://www.consumerlaw.gov.au.

Additional item-specific warranty disclaimers:

The Company will not cover specific warranty claims on products including, but not limited to, the following (unless required under the Australian Consumer Law):

 Advertising and website errors:

The company takes all care to ensure products, features, and prices of current stock displayed are correct at all times. The company reserves the right to cancel and refund any purchase in full prior to dispatch for any reason including, but not limited to, errors in product description, advertised product price, or quoted shipping costs. In such cases the transaction may be cancelled and the full price paid will be refunded. Any such errors are unintentional. All photographs of products are used for illustration purposes only. The colour and shade of product may vary due to manufacturing runs and users’ screen resolutions and does not give rise to claims for refunds of replacements.

All pricing is subject to change. We reserve the right to make adjustments to pricing, products and service offerings for reasons including, but not limited to, changing market conditions, product discontinuation, product unavailability, manufacturer price changes and errors in advertisements. All orders are subject to product availability.
We make every effort to ensure the accuracy of the information published in our catalogs, flyers, advertisements and on our Website(s). However, the documents and graphics published may contain technical inaccuracies or typographical errors. We make no representations about the suitability of the information and graphics presented. All such documents and graphics are provided “as is” without warranty of any kind.