Refund Policy
At Hilmas Superstore, we aim to provide quality products and excellent service. This Refund Policy explains how amendments, cancellations, returns and refunds are handled.
General Amendments & Cancellations
Customers may request an amendment or cancellation of their order by emailing sales@hilmassuperstore.co.uk
or by replying to the order confirmation email within a reasonable time after placing the order.
Please note that once an order has been processed or dispatched, amendments or cancellations may no longer be possible.
Non-Perishable Items
Orders for non-perishable items may be amended or cancelled free of charge provided the request is received before the order is processed and dispatched.
If an order has already been dispatched before a cancellation or amendment request is received, customers may return the goods within 7 days of delivery, provided the items are:
Unused
In original condition
In original packaging
A refund will be issued for the returned items only.
Delivery and shipping charges are non-refundable.
Perishable & Frozen Items
Customers may cancel or amend orders for perishable or frozen items only before the order is processed and dispatched.
Once dispatched, cancellations or refunds for perishable items will only be accepted if:
An incorrect item was sent, or
The item was faulty or damaged on delivery
In such cases, customers must contact us at sales@hilmassuperstore.co.uk
within 24 hours of receiving the order.
Returned items must:
Be in original packaging
Have all labels and seals intact
For hygiene and food safety reasons, items with broken or tampered seals cannot be returned or refunded, unless they are proven to be defective on arrival.
Defective or Incorrectly Delivered Products
If you receive a defective or incorrect item, you must report the issue with supporting evidence, such as photographs or videos, clearly showing the problem.
Evidence helps us investigate and resolve claims fairly and efficiently.
Refunds or replacements may not be processed without sufficient evidence.
Requesting evidence does not affect your statutory consumer rights and is part of our standard quality assurance process.
Refund Method
Approved refunds will be issued to the original payment method used during checkout.
Please allow up to 7 working days for the refund to appear on your account.
Contact Us
For all refund, return, or cancellation enquiries, please contact:
📧 sales@hilmassuperstore.co.uk