Refund policy
Returns & Refunds
This policy applies to orders placed on hiluci.com.
30-day returns
You can ask to return an item within 30 days of the date it was delivered. To be accepted for a change-of-mind return, the item must be unused, in the same condition you received it, and in its original packaging.
How to start a return
Email contact@hiluci.com with your order number and the item you want to return. We will reply with the return address and instructions. Please do not send items back without contacting us first, as we may not be able to identify your parcel.
Return postage
- Change of mind: the cost of sending the item back is paid by you. We recommend a tracked service, as we cannot refund a return we do not receive.
- Faulty, damaged or incorrect items: we cover the cost. Email us photographs of the problem and we will offer a replacement or a full refund, including any return postage.
Refunds
Once your return has arrived and been checked, we will email you to confirm. Approved refunds are issued within 5 business days to your original payment method. Your bank or card provider may take a few further days to show the refund on your account.
The original delivery is free, so no delivery charge is deducted from your refund.
Exchanges
If you would like a different item, return the original for a refund and place a new order.
Your rights under the Australian Consumer Law
Nothing in this policy affects your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact
HiLuci
Avenida dos Ferreiras, 530
Aclimação
Uberlândia – MG
38406-136
Brazil
Email: contact@hiluci.com
Support hours: Monday to Friday. We reply to all emails within 1–2 business days.
Last updated: 20 October 2026