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Store Policy

STORE POLICIES — Hillborne
Last updated: September 18, 2026

Welcome to Hillborne. This page outlines our policies regarding orders, shipping, exchanges, returns, refunds, and how we handle your personal data.

Customer Support:
Email: thehillborne@gmail.com
Phone: +55 86 99432-2022 (international number — WhatsApp available)
Hours: Monday–Friday, 9:00 AM – 6:00 PM (EST)
Average response time: within 24 business hours

Table of Contents

  1. Shipping & Delivery

  2. Exchanges, Returns & Refunds

  3. Privacy Policy

  4. Terms & Conditions

  5. Cookies & Tracking Technologies

  6. Contact & Support

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1) Shipping & Delivery

1.1 Order Processing
Once payment is confirmed, your order is processed (picked and packed) within 1–2 business days.

1.2 Delivery Time
Delivery times may vary depending on:

  • Destination address

  • Product availability

  • Carrier and logistics conditions

Estimated delivery time: 4–8 business days after processing. This estimate will also be shown at checkout before you complete your purchase.

1.3 Shipping Costs
Shipping costs are calculated automatically at checkout based on your address and current rates. If a promotion applies (e.g., free shipping), the conditions will be clearly stated on the site.

1.4 Order Tracking
Once your order ships, a tracking number will be sent to the email address provided at checkout.

1.5 Delivery Attempts & Incorrect Address
It is the customer's responsibility to provide a correct and complete shipping address. If a package is returned due to an incomplete/incorrect address or a failed delivery attempt, reshipment may require an additional shipping fee, or a partial refund may apply, depending on the situation and logistics costs involved.

1.6 Delays & Events Beyond Our Control
Delays may occur due to external factors (e.g., high-demand periods, customs processing, weather, carrier disruptions). If a delay occurs, our support team will keep you informed.

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2) Exchanges, Returns & Refunds

2.1 How to Request
To request an exchange, return, or refund, please contact us at:

Please include:

  • Order number

  • Full name

  • Reason for the request

  • Photos/video (if the item is defective or damaged)

2.2 Return Window
You have 30 days from the delivery date to request a return or exchange.

2.3 Return Conditions
To be eligible for a return, the item must be:

  • Unused and in the same condition you received it

  • In its original packaging

  • With all original tags/accessories included

We reserve the right to refuse a return if the item shows signs of use, damage caused by the customer, or is missing original components.

2.4 Defective or Damaged Items
If your item arrives defective or damaged, we will review your case (based on photos/video provided) and offer a replacement or refund at no additional cost to you.

2.5 Refunds
Once your return is approved, the refund will be issued to your original payment method. Estimated processing time: 3–5 business days after approval (actual time to appear on your statement may vary by bank or card issuer).

2.6 Return Shipping

  • If the item is defective or damaged: Hillborne covers the return shipping cost.

  • If the return is due to a change of mind: the customer is responsible for return shipping costs.

 

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3) Privacy Policy

Hillborne respects your privacy. We only use personal information to process orders, provide customer support, and improve your shopping experience.

3.1 Information We Collect

  • Name, email address, phone number

  • Shipping and billing address

  • Payment information (processed securely by third-party payment providers; we do not store sensitive payment data)

  • Order history

  • Browsing data (e.g., IP address, device type, pages visited), where applicable

3.2 How We Use Your Information

  • To process orders, payments, and shipping

  • To provide customer support

  • To prevent fraud and ensure security

  • To improve our website and shopping experience

  • To send marketing communications, where you have opted in

3.3 Sharing With Third Parties
We may share your information with trusted third parties necessary to operate our business, including:

  • Payment processors

  • Shipping and fulfillment partners

  • Email/CRM service providers

  • Advertising and analytics platforms (e.g., Meta, Google), where applicable

We only share data as needed to provide our services or improve your experience, in compliance with applicable law.

3.4 Your Privacy Rights
Depending on your state of residence, you may have the right to:

  • Access the personal data we hold about you

  • Request correction of inaccurate data

  • Request deletion of your data

  • Opt out of the sale or sharing of personal information (California residents — CCPA/CPRA)

  • Receive information about how your data is used and shared

To exercise these rights, contact us at: thehillborne@gmail.com

3.5 Data Security
We use reasonable security measures to protect your personal information. However, no online system is 100% secure. In the event of a significant data incident, we will follow appropriate notification and mitigation procedures as required by law.

 

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4) Terms & Conditions

By placing an order with Hillborne, you agree to the following terms.

4.1 About the Store
Hillborne sells home and garden products to customers in the United States.

Business Information:
Business name: Hillborne

4.2 Product Information
We strive to present product descriptions and images as accurately as possible. However, slight variations may occur due to:

  • Screen/lighting differences affecting color

  • Batch or model variations

  • Minor specification changes provided by the manufacturer

4.3 Pricing & Promotions
Prices and promotions are subject to change without prior notice. Changes will not affect orders already completed.

4.4 Customer Responsibility
The customer is responsible for:

  • Providing accurate information at checkout

  • Monitoring order-related communications

  • Ensuring someone is available to receive the delivery at the address provided

4.5 Fraud Prevention
We reserve the right to cancel any order suspected of fraud or payment/data inconsistencies, pending review.

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5) Cookies & Tracking Technologies

We use cookies and similar technologies to:

  • Keep the website functioning properly

  • Remember your preferences

  • Measure site performance and improve user experience

  • Personalize advertising, where applicable

You can manage or disable cookies through your browser settings at any time.

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6) Contact & Support

Official channels:

  • Email: thehillborne@gmail.com

  • Phone/WhatsApp: +55 86 99432-2022

  • Hours: Monday–Friday, 9:00 AM – 6:00 PM (EST)

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