Refund policy

At Hillmere Inc, we want customers to feel comfortable shopping for products that bring creativity, discovery, and enjoyment into children’s everyday play.

This Refund & Return Policy explains how Hillmere Inc (“Hillmere,” “we,” “our,” or “us”) handles return requests, refunds, damaged products, missing parts, replacements, and other order-related concerns.

Scope

This Policy applies to eligible products purchased directly from our official website and shipped to customers within the United States.

Purchases made through another retailer, marketplace, or third-party platform must follow that seller’s applicable return and refund procedures.

Hillmere Inc offers a changing collection of children’s learning and play products designed around imagination, exploration, interaction, and hands-on experiences.

Our collection may include puzzles, activity sets, role-play products, building toys, learning games, toy vehicles, creative play sets, educational toys, and other products intended for children’s everyday play.

Return Window

Eligible products may generally be submitted for return within 30 calendar days after the carrier records the package as delivered.

Requests received after the applicable return period may not be accepted.

A request made within 30 days is still subject to product condition, completeness, and the other requirements described in this Policy.

Return Eligibility

To be considered for a standard return, the product should:

Remain in clean and acceptable condition;
Show no unreasonable signs of use;
Include all original parts and components;
Include accessories, manuals, tools, or inserts originally supplied;
Include original packaging where reasonably available;
Not have been intentionally altered or damaged;
Be accompanied by valid order information or proof of purchase; and
Receive return authorization before being shipped back.

Products returned incomplete, damaged, heavily used, or materially different from their original condition may be refused or may qualify for a reduced refund.

Multi-Piece Toys and Play Sets

Many of our products include several individual pieces, accessories, or removable components.

For puzzles, building sets, activity kits, pretend-play sets, vehicle sets, learning products, and similar items, all original pieces should be returned whenever a complete product return is requested.

A refund may be reduced or declined where:

Components are missing;
Accessories have not been returned;
Permanent stickers or decals have been applied;
Parts have been painted, cut, marked, or modified;
Important packaging is missing; or
The product is no longer complete or reasonably suitable for resale.

Before reporting a missing part, please check the original box, trays, protective materials, compartments, and inserts carefully.

Wooden Products

Some products may contain wooden parts or be primarily made from wood.

Where applicable, returned wooden products should be free from substantial:

Scratches;
Dents;
Stains;
Water damage;
Writing or markings;
Paint transfer;
Broken pieces; or
Damage caused after delivery.

Natural differences in wood grain, color, texture, or finish are normal characteristics of wooden materials and are not automatically considered product defects.

Fabric and Soft Items

Products containing fabric, textile, plush, or soft components should generally be returned:

Unwashed;
Clean;
Free from stains;
Free from strong odors;
Free from excessive smoke or pet hair;
Without damaged seams; and
In a condition reasonably suitable for inspection and resale.

Products that have been heavily used, altered, washed, or contaminated may not qualify for a full refund.

Contact Us Before Sending a Return

Hillmere Inc may use different fulfillment centers, warehouses, or logistics partners depending on the product and order.

For this reason, the correct return location may differ from our company address.

Please do not automatically send a return to our business address or to the address shown on the original shipping package.

Before sending a product back, contact us first:

Email: info@hillmeretoys.com
Phone: +1 (719) 651-6622

Please provide:

Your name;
Order number;
Product involved;
Reason for the return;
Whether the item has been opened, assembled, or used; and
Photographs if requested.

Once the request has been reviewed and approved, we will provide the applicable return instructions and return destination.

Unauthorized returns or products sent to the wrong location may experience delays or may not be accepted.

Return Shipping Costs

When a return is required because of a confirmed issue attributable to us, such as:

Receiving the wrong product;
A confirmed manufacturing or product defect;
Damage present at delivery; or
Missing included parts,

we may offer an appropriate solution such as a prepaid return label, replacement part, replacement product, reimbursement of reasonable return shipping expenses, or refund.

When the customer wishes to return an eligible product for personal reasons, including:

Changing their mind;
Ordering the wrong item;
Selecting the wrong design, size, style, or variation;
No longer needing the product; or
The recipient no longer wanting the product,

the customer is generally responsible for return shipping expenses.

Original shipping costs and expedited shipping charges are normally non-refundable for change-of-mind returns.

We recommend using a return shipping method that provides tracking.

Hillmere Inc is not responsible for customer-arranged return shipments that are lost or damaged before reaching the authorized return destination.

Damaged, Defective, or Incorrect Products

Please inspect your order soon after delivery.

If an item arrives damaged, defective, incorrect, or incomplete, contact us as soon as reasonably possible, preferably within 7 calendar days after delivery.

We may request:

Your order number;
Photos of the product;
Photos showing the affected area;
Photos of the outer package;
Photos of the internal packaging;
A photo of the shipping label; and
A short description of the problem.

Depending on the circumstances, we may provide:

A replacement component;
A replacement product;
A partial refund;
A full refund; or
Another reasonable solution.

Please keep the product and packaging until the matter has been reviewed.

Missing Components

Some Hillmere products may contain numerous pieces or accessories.

Before contacting us about a missing component, please:

Check all packaging materials;
Look inside trays and internal compartments;
Review any included parts list;
Check whether your order was separated into multiple shipments; and
Review all available tracking information.

If something is still missing, contact us with your order number and photos showing the contents received.

In appropriate cases, we may send the missing component separately rather than requiring the complete product to be returned.

Opened, Assembled, or Used Products

Opening a package or assembling a product does not automatically prevent a return.

However, the product should remain in reasonable condition and should not show excessive wear, customer-caused damage, permanent alteration, or missing components.

Damage caused during improper assembly or use may affect refund eligibility unless the underlying problem resulted from a confirmed product defect.

Personalized and Final Sale Items

Customized, personalized, engraved, made-to-order, or specially requested products are generally not eligible for return due to a change of mind.

Products identified as:

Final Sale;
Non-returnable;
Clearance;
Personalized; or
Made-to-order

may have additional return restrictions.

However, customers may still contact us if such products arrive damaged, defective, incorrect, or materially different from the confirmed order.

Any applicable restriction will be disclosed on the product page or before checkout where appropriate.

Return Inspection

Once an approved return arrives at the authorized return location, the product will be reviewed.

The inspection may consider:

Overall condition;
Completeness;
Included parts and accessories;
Whether the correct product was returned;
Whether the return matches the approved request; and
Compliance with this Policy.

We will notify you after the review is completed.

Where an item is incomplete, damaged after delivery, or does not satisfy the applicable return conditions, the refund may be reduced or the return may be declined.

Refund Process

Approved refunds are normally returned to the original payment method used for the purchase.

Eligible refunds may include the approved product amount and applicable taxes.

Original shipping charges are generally not refundable for returns based solely on a change of mind.

After a refund has been issued by Hillmere Inc, please allow approximately 7–14 business days for the funds to appear in your account.

Actual posting times may vary depending on the customer's bank, card issuer, or payment provider.

Refunds generally cannot be redirected to another person or an unrelated payment method.

Partial Refunds

In certain situations, a partial refund may be more appropriate than a full return or refund.

Examples may include:

The customer chooses to keep a product with a minor confirmed issue;
Packaging is significantly incomplete;
Accessories or components are missing;
The product shows use beyond ordinary inspection;
Additional cleaning or repackaging is required; or
The condition of the product has materially reduced its resale value.

Any applicable deduction will be explained after the returned product has been reviewed.

Exchanges

Hillmere Inc generally does not process standard direct exchanges.

If you would like another product, design, color, size, or variation, you may return the original eligible product under this Policy and place a new order separately.

Replacement products provided because of damage, defects, missing components, or fulfillment errors are handled separately from standard exchanges.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to stop the order before fulfillment or shipment begins, but cancellation cannot be guaranteed once processing is underway.

Orders that have already shipped must normally follow the applicable return procedure.

Customized or made-to-order products may become non-cancellable once production or preparation has started.

Gift Orders

Refunds for gift purchases are generally returned to the original payment method used by the purchaser.

We normally cannot issue the original refund directly to the gift recipient.

Where appropriate, we may offer another reasonable solution depending on the circumstances and applicable law.

Return Misuse and Fraud

Hillmere Inc may refuse a return or restrict future purchases where there is reasonable evidence of improper use of the return process, including:

Fraudulent or altered proof of purchase;
Returning a different product;
Intentional damage;
False claims regarding missing items;
Repeated abusive return activity; or
Other misuse of this Policy.

These measures do not affect any consumer rights that cannot legally be excluded.

Consumer Rights

This Refund & Return Policy is intended to operate alongside applicable consumer protection laws.

Nothing in this Policy is intended to remove, restrict, or replace any statutory rights or remedies that cannot lawfully be waived.

Changes to This Policy

Hillmere Inc may revise this Refund & Return Policy when necessary to reflect changes in our products, operations, fulfillment arrangements, customer service procedures, or applicable legal requirements.

The current version will be published on our website.

Contact Information

For questions about returns, refunds, damaged items, incorrect products, replacements, or missing components, please contact:

Hillmere Inc
Address: 110 16th Street, Suite 1460, Denver, CO 80202, United States
Phone: +1 (719) 651-6622
Email: info@hillmeretoys.com