Refund and Returns Policy

Deliveries:

  1. Delivery Timeframes:
    At Hills Jack24 Electronics, we understand the importance of timely deliveries. For local orders, we strive to process and ship your purchases within 2-5 business days. International shipments may take longer, with delivery times typically ranging between 7-14 business days, depending on the destination and any customs processing requirements. While we make every effort to meet these timeframes, certain factors such as weather conditions, customs delays, or other unforeseen circumstances may affect delivery times.
  2. Shipping Costs:
    • Free Shipping on Orders Over K400: For your convenience, we offer free shipping on all orders that exceed K400.
    • Shipping Charges for Orders Below K400: For orders that do not meet the K400 minimum, shipping costs will be calculated during checkout based on the delivery location. The shipping charges will be clearly displayed, allowing you to review and approve the charges before finalizing your purchase.
  3. Tracking Your Order:
    After your order has been dispatched, you will receive an email or SMS containing your tracking number. This tracking number will allow you to monitor the status of your delivery at any time through our delivery partner’s online tracking system. You can use this number to get real-time updates on your package’s location and estimated arrival date.
  4. Missed Deliveries:
    If no one is available at your provided address to receive the package, our delivery partner will leave a notification informing you of the missed delivery attempt. Depending on the courier, they may attempt redelivery or hold the package at a local depot for pickup. If this occurs, please ensure that you follow the instructions on the notice to reschedule the delivery or collect the item promptly. We advise customers to double-check their delivery address and contact details to minimize the possibility of delays or missed deliveries.
  5. Shipping Address and Accuracy:
    It is essential to ensure that the address provided during checkout is accurate and complete. Please include all necessary details such as apartment numbers, building names, and any other information that may be required for successful delivery. If there are any issues with the address or if changes need to be made after the order has been placed, please contact our customer service team as soon as possible. We cannot guarantee that changes to the shipping address can be made after the order is dispatched, but we will do our best to assist in any way possible.

Returns:

  1. Return Eligibility:
    We want our customers to be completely satisfied with their purchases. If you are not fully satisfied, you may return most items within 14 days of delivery under the following conditions:
    • The item is unused, undamaged, and in the same condition as when it was received.
    • The item is returned in its original packaging, including all tags, labels, and accessories that came with it.
    • Proof of purchase is provided, which may include a receipt, order number, or other documentation.
    Please note that any item that does not meet these criteria may be ineligible for return.
  2. Non-Returnable Items:
    Certain items are excluded from our returns policy due to hygiene reasons, perishability, or other factors. These include:
    • Perishable goods, such as food items, flowers, or other time-sensitive products.
    • Customized or personalized products made specifically for you, such as monogrammed items or tailored goods.
    • Items that have been opened or used and marked as “Final Sale.”
    • Certain health and personal care items, including but not limited to items like toiletries, cosmetics, or personal grooming products, if they have been opened.
  3. Return Process:
    To initiate a return, please follow these steps:
    • Step 1: Contact our customer service team at hillsyatu2@gmail.com within 14 days of receiving your item. Provide your order number, the item(s) you wish to return, and a brief explanation for the return.
    • Step 2: Our customer service team will provide detailed instructions on how to return the item. Please carefully follow these instructions to ensure the item is returned correctly.
    • Step 3: Pack the item securely, using the original packaging whenever possible. If the original packaging is unavailable, please ensure the item is packed in a way that prevents damage during transit.
    • Step 4: Ship the item back to us at the address provided. Return shipping costs are the responsibility of the customer unless the return is due to a defect or an error on our part. Please retain your proof of shipment, as we cannot be held responsible for items lost in transit.
  4. Refunds:
    Once we receive the returned item and it has been inspected, we will process your refund within 7-10 business days. Refunds will be credited to the original payment method used at the time of purchase. Please note that depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
  5. Satisfaction Guarantee:
    At Hills Jack24 Electronics, we are committed to providing our customers with high-quality products and an excellent shopping experience. If you are not satisfied with your purchase for any reason, please contact our customer support team. We offer a satisfaction guarantee and will work with you to resolve any issues by providing a replacement or issuing a refund.