At Hilali Global, every product is entirely handmade with care, craftsmanship, and close attention to detail. Because of the artisanal nature of our work and our quality approval process prior to dispatch, our return and refund policy is designed to ensure transparency and protection for both the customer and the workshop.
Please read the following carefully before placing an order.
Handmade Production & Approval Process
All Hilali Global pieces are handcrafted and produced per order. Once a product is completed, we provide customers with detailed photos and/or videos of the finished item for review and approval before it is shipped.
After the customer approves the final product, the order is considered final sale.
Final Sale Policy
Because our products are handmade, made-to-order, and often custom-designed, orders that have been approved before shipping are non-returnable and non-refundable.
Variations in handmade production such as minor differences in brass finish, patina, texture, or tone are natural characteristics of handcrafted work and are not considered defects.
Custom-Designed Items
Custom-designed or bespoke items created specifically for a customer are non-cancellable, non-returnable, and non-refundable once production has begun.
Custom orders may not be altered or modified after approval unless mutually agreed upon in writing.
Refund Processing
Approved refunds will be processed to the original payment method within 7–14 business days, depending on your bank or payment provider. Shipping fees, customs duties, and taxes are non-refundable.
Orders Damaged in Transit
I If a product arrives damaged due to a shipping carrier issue, the customer must notify us within 48 hours of delivery and provide:
- photos of the damaged item
- photos of the packaging (external & internal)
- order number and contact details
After verification, we will provide an appropriate solution, which may include:
- replacement
- repair
- partial refund
- full refund
The resolution offered depends on the extent of the damage.
Wrong or Missing Items
If a shipment contains the wrong product or missing components, customers must notify us within 48 hours of delivery. We will correct the issue at no additional cost.
Refund Eligibility
Refunds are only issued in cases where:
- the product arrives damaged, or
- the shipping carrier is responsible for the issue, or
- the workshop confirms a production fault
Refunds are not granted for:
- change of mind
- buying a different product elsewhere
- incorrect measurements provided by the customer
- dissatisfaction with natural handmade variation
- refusal to approve the item before shipping
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.
Order Cancellation
Orders may be cancelled within 24 hours of purchase. After this period, production usually begins and cancellation is no longer possible.
Shipping & Carrier Responsibility
Hilali Global is not responsible for:
- shipping carrier delays
- customs clearance delays
- refusal of delivery
- returned shipments due to incorrect address
- unclaimed packages
Additional shipping fees may apply in such cases.
Customer Support
For any questions regarding returns, refunds, or order suitability, please contact us before placing your order. Our team is happy to assist you with details, materials, finishing options, and production timelines.