By placing an order on our website, you acknowledge and agree to the following Terms & Conditions:
1. Product Nature
All Hilali Global pieces are handmade artisanal products and produced per order. Custom finishes, patinas, and materials may exhibit natural variations that are not considered defects.
2. Production & Approval Process
Upon completion of the product, customers will receive detailed photos and/or videos for final approval.
Once approved by the customer, the order becomes final sale and cannot be canceled or modified.
3. Shipping Process
After approval, the order is carefully packaged and shipped through trusted international carriers such as FedEx, DHL, or Aramex.
Customers receive a shipping confirmation email with a tracking number once the product has been dispatched.
Shipping times may vary depending on destination and carrier.
Delays due to customs, inspections, or carriers are beyond our control.
4. Duties, Import Taxes & Customs
Orders are shipped DDU (Delivered Duty Unpaid).
Hilali Global covers all shipping fees, but the customer is responsible for any customs duties, VAT, or import taxes required by their country upon arrival. These fees are not included in the purchase price.
Failure to pay customs duties or import taxes may result in delays or return of the shipment. Such circumstances do not qualify for refunds.
5. Order Cancellation
Orders may be cancelled within 24 hours of purchase. After this period, production typically begins and cancellation is no longer possible.
6. Returns & Refunds
Due to the made-to-order and artisanal nature of our pieces, orders that have been approved prior to shipping are non-returnable and non-refundable.
Refunds are only eligible in the following cases:
- item arrives damaged
- manufacturing fault confirmed by the workshop
- verified shipping carrier incident
Refunds are not granted for:
- change of mind
- purchasing alternative products elsewhere
- dissatisfaction with natural artisanal variations
- incorrect measurements provided by the customer
- refusal to approve the product before shipping
7. Damaged Shipments
If a product arrives damaged, the customer must notify us within 48 hours of delivery and provide:
- photos of the damaged item
- photos of external and internal packaging
- order number and contact details
After verification, resolutions may include:
- replacement
- repair
- partial refund
- full refund
Resolution depends on the extent of the damage.
8. Wrong or Missing Items
If the shipment contains the wrong item or missing components, the customer must notify us within 48 hours. We will correct the issue at no additional cost.
9. Refund Processing Time
Approved refunds are processed to the original payment method within 7–14 business days depending on the financial institution.
Shipping fees, customs duties, and taxes are non-refundable.
10. Shipping & Carrier Responsibility
Hilali Global is not responsible for:
- shipping carrier delays
- customs clearance delays
- refusal of delivery
- incorrect address information
- unclaimed packages
Additional shipping fees may apply in such cases.
11. Privacy Policy
We respect and protect your privacy. Personal information such as name, email, address, and order details may be collected for order fulfillment and customer support.
Payment details are processed securely through third-party payment providers and are not stored by Hilali Global.
We do not sell or rent personal data. Data may be shared only with trusted partners (shipping carriers, payment processors, service providers) solely for business operations.
Customers have the right to request access, correction, or deletion of personal data.
12. Acceptance of Terms
By placing an order, you confirm that you have read, understood, and agreed to these Terms & Conditions.