Warranty & Return Policy
Here at Hiilo, we pride ourselves on the quality of our products and our team is committed to providing the highest possible customer satisfaction.
Our warranties are limited warranties and are subject to terms and conditions. Our warranties only apply to the original purchaser and cannot be transferred. If a purchase has been made from a dealer or reseller, our warranty does not apply.
All requests for application of our limited warranties must be accompanied by an order reference number. If you receive damaged goods, please send us photos of the damaged area of the product.
Receipt of Damaged Goods – Shipping
If you receive a purchase and it is damaged and it appears to have been damaged as a result of the shipping carrier, we must be notified by email within 3 days at:
We will require your order reference number, as well photos of the damaged area of the product. We will also require photos of the box itself. If the box appears physically damaged when it is delivered, please record a video while you unpack your package. All documentation will help us accommodate your case.
If you receive damaged goods, you will be entitled to a full refund or a replacement unit. The product cannot be used in order for us to issue a refund or replacement.
Hiilo, at its discretion, may choose to have the product picked up and shipped back to us at our expense.
30 Day Free Trial
If a customer wishes to return a product for any reason other than a quality issue, Hiilo must be advised via email within 30 days of receipt of the product by the customer at:
The order reference number must be referred to in the email. A member of our service team will contact you within 7 days of receipt of the customers email to ensure the customer is aware of the return procedure:
- A Return Product Authorization (“RPA”) number will be provided to the customer by our service team. This number must be included with the product being returned to one of the addresses below.
In Canada – 6185 Taschereau Blvd, Brossard, Quebec J4Z 1A6
In the U.S. – 11320 State Rte 9 #45555 Champlain,NY 12919 - Once received, the Hiilo team will inspect the product within 7 business days:
A. If the product is in the original box and it has not been opened then a full refund shall be issued.
B. If the product has been used, or it has been damaged or is missing parts, the Hiilo team will evaluate if and how much of a refund can be repaid. The customer will be contacted via email or telephone so that the situation can be explained.
Receipt of Defective Products or Missing Parts – 3 Months
Important: It is the responsibility of the customer to inspect the product for damages and to ensure all parts are there prior to putting it together, using and/or installing it, whichever the case might be.
If you receive a purchase from Hiilo and the product is damaged due to a manufacturer’s defect, or if there are missing parts, we will respect a request for a refund or a replacement if the claim is made within 3 months of date of purchase.
The customer must email Hiilo at:
We will require the order reference number and a description of the issue. A member of the Hiilo team will contact you within 48 hours to help resolve the matter.
Warranties
Hiilo sells many different products and the warranties therefore will vary depending on the particular product. We provide the warranty information for each product with the description and specifications of each product. Please consult the specific product information page on the website.
Hiilo reserves the right to replace any defective parts with replacement parts. Hiilo will be responsible for the shipping of said parts and we will also provide guidance to help you replace the parts.
10 Year Warranty
We provide a 10 year warranty on all steel frame components which are non-moveable.
This warranty does not apply to normal wear and tear and is subject to installation and usage of the product in accordance with the instructions provided with the product. It does not apply to damage which occurs during a relocation of the product.
All requests for application of our limited warranties must be accompanied by the order reference number, as well as photos of the damaged product.
The customer must email Hiilo at:
A member of the Hiilo team will contact you within 48 hours to help resolve the matter.
5 Year Warranty
We provide a 5 year warranty on all electrical components including motors, with the exception of the remote controller.
This warranty does not apply to normal wear and tear and is subject to installation and usage of the product in accordance with the instructions provided with the product. It does not apply to damage which occurs during a relocation of the product.
All requests for application of our limited warranties must be accompanied by the order reference number as well as photos of the damaged area of the product.
The customer must email Hiilo at:
A member of the Hiilo team will contact you within 48 hours to help resolve the matter.
2 Year Warranty
We provide a 2 year warranty on the remote controller.
This warranty does not apply to normal wear and tear and is subject to installation and usage of the product in accordance with the instructions provided with the product. It does not apply to damage which occurs during a relocation of the product.
All requests for application of our limited warranties must be accompanied by the order reference number, as well as photos of the damaged area of the product.
The customer must email Hiilo at:
A member of the Hiilo team will contact you within 48 hours to help resolve the matter.
Exceptions and Special Conditions
The Hiilo limited warranty does not apply if:
- any problems or damages caused by any accessories or non-Hiilo products used with a Hiilo product.
- a Hiilo product is returned with any labels either removed, damaged or tampered with.
- a Hiilo product is returned with any components which have been removed, detached or in any way modified from the condition in which they were sold and delivered to the customer.
- the customer does not provide clear pictures of the setting in which the product has been installed or used along with clear pictures of the claimed damaged components.